Address- Permanent Full Time, with a 9 day fortnight
(Monday to Friday business hours) - $83,879pa + super (up to 12%) + leave loading
(increasing to $86,814pa effective 1 July 2024)
Qld Local Government Industry Award (Stream A) - Level 4 of EBA5 - 72.5 hour fortnight
- Location: Caboolture
About our opportunity
We have a BRAND NEW role in our Customer Service team, focused on supporting the enhancement of our Customer Experiences and build capacity of our team!
This role is in our Onboarding and Development area, consisting of a team of 3 focused on supporting the greater Customer Service team of just under 100 team members.
Reporting to the Onboarding and Development Lead, you will support in:
- Training and development: facilitate training and deliver programs and initiatives that equip new team members with the skills and knowledge they need to thrive, and up-skill and provide ongoing development to our current team.
- Customer Experience Enhancement: provide ongoing review from the perspective of our diverse customer base, ensuring we have a strategic, inclusive and logical approach for existing practices and future services.
- Data analysis: collate and analyse customer feedback and quality assurance data, and present this data with recommendations.
- Collaboration: liaise with our many internal stakeholders to ensure information is accurate, and processes that involve both the customer service team and department are seamless and efficient, providing a quality journey experiences for our customers.
Whether it’s working with team leaders to build individual and team capability, or with internal stakeholders to improve employee and Customer Experiences, this is your opportunity to join a well-regarded and supported team and have a broad and positive impact across the City of Moreton Bay!
About you
To thrive in this role you will bring:
- Experience in a customer service delivery environment (eg. call centre), in a role with a strong coaching, feedback and training component.
- Demonstrated ability to effectively develop and facilitate training that engages and achieves targeted outputs in an adult learning environment.
- A strong analytical and Customer centric approach, showcased by examples of when you have applied data analysis to improve processes.
- Exceptional stakeholder engagement skills, to build quality working relationships with other departments to elicit buy in for when processes can improve, whilst also bringing understanding of when they are outside of your circle of control.
Our Customer Service team are focused on collaboration and being a team that support each other, driven by the common goal of providing quality service for our growing community.
Position Description
Click here to view position description.
This role is internally known as Service Development Officer.
Why join the City of Moreton Bay Team?
As the third largest local government area in Australia and the fifth fastest growing region, the Moreton Bay region boasts beautiful beaches and waterways, amazing manufacturing hubs and picturesque hinterland hamlets. Moreton Bay has a strong and connected community that enjoys all the traditional Jinibara, Kabi Kabi and Turrbal country has to offer within our region.
With a diverse workforce of more than 2,000 team members dedicated to servicing the needs and enhancing the lifestyle of nearing 500,000 residents, each team member has an intrinsic ability to impact our community. Whether you’re a manager or working on the frontline, your role will make a difference - bring your expertise and join our driven team today.
Aside from an opportunity to build a rewarding career within a diverse and growing organisation, we offer a range of team member benefits including:
- Discounted Health Insurance.
- Free flu vaccinations every year.
- Fitness Passport program offering discounted membership for you and your family to selected facilities.
- We are proud to offer opportunities to develop your career within a local government organisation and our team members are encouraged to undertake study for career development in their area of employment under our Study, Training And Research Scheme (STARS).
- Generous employer and employee super contribution scheme.
- Salary packaging options on novated leases, superannuation payments, smartphones and devices.
- We want you and your family to feel well supported when you need it most - as a team member you will have access our 24/7 confidential counselling service, leader support hotline, chaplaincy program and our Mates in Construction program.
- Our Caboolture office is in close proximity to public transport networks.
How to Apply
Click on the 'Apply' button below to complete your online application. Please upload your current resume that demonstrates how you meet the requirements of this role.
Please note: applicants will be required to undergo a National Police History Check as part of the recruitment process for this role.
To obtain further details please contact our Careers team at *******@moretonbay.qld.gov.au.
For more information about City of Moreton Bay and to stay across what's happening in our region, follow us on LinkedIn.
Applications close: 12pm Monday 3 June 2024
