Knowledge & Operations Support Advisor

In the role of Knowledge and Operations Support Advisor you will play a key role in ensuring the effectiveness and timeliness of communication to the Customer Contact Centre staff. Be responsible for the day to day management of Customer Contact Centre communications and knowledge framework used by staff.Job details Position status Fixed Term Temporary
Position type Flexible full-time
Occupational group Customer Service/Call centre
Classification AO4
Workplace Location Brisbane - North
Job ad reference QLD/558318/24
Closing date 29-Apr-2024
Yearly salary
Fortnightly salary
Total remuneration
Salary Other
Job duration 12 Months with possible extension
Contact person Hailey Voke
Contact details Phone: (07) 3066 5130
Access theSome of your responsibilities will include:

• Manage the day-to-day communication processes on behalf of the Customer Contact Centre specifically authoring, editing, and reviewing content, obtaining approvals, and coordinating distribution of the various communication tools used within the channel to ensure staff engagement and timely service delivery.
• Maintain the Customer Contact Centre Knowledge Management tool, including timely coordination of content to ensure strategic consistency and effective communication to all relevant internal stakeholders.
• Engage appropriate internal stakeholders to review and provide feedback in regard to information provided by other parts of the of the network and represented in other TMR information sources used by the Customer Contact Centre.
• Identify development opportunities for improving business operations and contribute to improvement of service delivery.

Requirements of the role

• Knowledge of or ability to quickly learn TMR Driver Licensing and Vehicle Registration products.
• Knowledge of or ability to quickly learn TMR TICA database, TIPPS and SharePoint resources.
• In consultation with the Customer Experience Manager, develop and establish appropriate systems, procedures, reports and controls to maintain the quality, accuracy and security of information within the Customer Contact Centre communications and knowledge framework.
• Comply with public sector legislation, standards, policies, practices, and procedures.

Applications to remain current for 12 months.Further informationWe are committed to building inclusive cultures in the Queensland public sector that respect and promote and .Please ensure you download all attachments and follow the instructions on how to apply.DocumentsBefore applying for this vacancy please ensure you read the documents below.