Address In the role of Senior Advisor, you will be required to supervise, mentor and develop customer service centre staff using effective people performance management and workplace health and safety practices and demonstrate your ability to analyse complex issues and resolve problems.
Some of your responsibilities will include: • Supervise the operations of the Moranbah Queensland Government Agency Program (QGAP) office that delivers services across multiple channels, using appropriate consultative management techniques, including the training and development of staff, to ensure optimum use of resources within a cohesive team environment.• Be the first point of contact for the escalation of customer concerns and complaints, through a variety of communication channels, in a professional and timely manner.
• Contribute to the development of operational and financial plans for the customer service centre, ensuring compliance with established audit requirements. For example, but not limited to, through the development of operational workforce plans and the purchase of goods and services.
• Conduct performance assessment processes with staff including providing feedback on work and behavioural performance. Develop learning and development programs with staff. Refer more complex people management matters to the Manager (Customer Service Centre) Central West as required.
• Provide expert advice and interpretation to staff and customers on policy and procedures within a wide legislative and system framework.
• Develop and maintain comprehensive knowledge of required services to be able to perform service interactions including procedures, processes and customer channel options.
This position reports to the Cluster Manager (Customer Service Centres) Central West.
Applications to remain current for 12 months.Job Ad Reference: QLD/545630/24Closing Date: Friday, 01 March 2024
