AddressTHE OPPORTUNITY
This is a hybrid permanent role.
The Contact Centre currently responds to inquiries on all matters relating to the operations, practices and procedures for Dealings Registration & Search, a division within LRS. It has been established as a centralised, LRS Contact Centre.
Provide a timely, accurate, appropriate and effective inbound contact service to customers concerning land information through various channels.
Ensure high levels of customer service delivery and the provision of a quality customer experience
Undertake administrative work to support the Supervisor of the Contact Centre.
CORE RESPONSIBILITIES
- Provide timely, high quality customer service to customers.
- Create a positive relationship in all customer interactions, maintaining a professional and friendly manner and ensuring customer satisfaction as a priority.
- Respond to both clients and staff through all Contact Centre channels.
- Perform administrative activities to support the Contact Centre Supervisor.
- Contribute to the development of new ideas, including the identification of opportunities to improve the efficiency of work processes and the implementation of changes in the workplace.
- Proactively manage and meet the KPI’s and requirements of the Concession Deed.
EXPERTISE FOR SUCCESS
- Customer Service best practice principles
- Contact Centre Technology
- Help desk support protocols;
- Ability to develop knowledge of LRS business, titling and mapping systems; it’s practices, procedures and operational systems;
- Excellent analytical and problem solving skills;
- Conflict resolution;
- Organisational & time management skills
- Excellent communication and customer service skills at all levels within an organisation;
- High level interpersonal, negotiation and networking skills to maintain relationships and achieve high service standards;
- Excellent knowledge of Microsoft Word, Excel
- Excellent keyboard and computer skills including an ability to utilise the Internet.
- Demonstrated experience in providing excellent customer service in a service centre or frontline service environment.
REPORTING RELATIONSHIPS
This position reports to: Contact Centre Supervisor
WHY CHOOSE NSW LAND REGISTRY SERVICES
NSW Land Registry Services (NSW LRS) is internationally recognised as a leader in land administration. We’ve earned this position by maintaining trusted and reliable processes and data to underpin the NSW economy whilst having the courage to transform and innovate. NSW LRS collects, collates and integrates property information in NSW. The property data built and maintained by NSW LRS are among NSW's most important commercial and historical information assets.
NSW LRS offers Internal Rewards & Recognition Program as well as access to Fitness Passport.
NSW LRS offers flexible working environment that allows employees to work from home after the completion of the formal training period and in accordance with business needs.
NSW LRS has worked in partnership with its employees and stakeholders, to achieve a GRESB (Global Real Estate Sustainability Benchmark) five-star rating.
NSW LRS partners with charitable organisations such as The Big Issue and Homes for Homes to support the creation of social and affordable housing.
If you’re passionate about this role, keen to learn and develop, we encourage you to submit an application because we would love to tell you more click “Apply for this job”.
Successful applications will be required to undertake a Police and Finance Check.
