Address
Form of workPurpose of the position:
- Review personal property securities interactions via our service delivery channels ensuring they are managed effectively and efficiently.
- Strengthen the quality of client interactions with the Service Officers and Service Support Officers using the Quality Assurance framework and providing meaningful feedback.
- Support Service Officers and Service Support Officers through training, coaching and competency checks to understand operations/systems and the relevant legislation.
Key accountabilities Under guidance of the Team Leader:
- Assist in the development and maintenance of Quality Assurance and Learning and Development products.
- Conduct quality assessments to ensure adherence to practices and processes; monitoring and reporting on the operations and trends of the Service Centre to stakeholders to drive best practice, and high-quality interactions.
- Through quality assessments identify service delivery issues, skills and knowledge gaps and identify opportunities for streamlining work processes and methodologies by seeking and promoting innovation from users and stakeholders to ensure continuous business improvement whilst building and maintaining high quality standards.
- Provide meaningful feedback, including technical/process guidance and assistance to Service Officers and Service Support Officers to improve the quality of client interactions with the Service Centre.
- To be successful in this position you will be required to create and develop a training curriculum.
- Assist with creating activities and assesses trainee's critical thinking capabilities.
- Assist in the delivery of training to new and existing staff and conduct competency checks during training to support staff knowledge and provide post-training support and assistance to all staff through coaching and feedback to ensure high client service focus and delivery.
- Assist with risk assessment and risk management activities.
- Respond in a positive and flexible manner to change and uncertainty and effectively communicate and manage priorities.
Legislative Interpretation and Application
- Reads and applies legislative instruments used as the basis of deciding and taking appropriate course of action and identifying pertinent issues.
Please note to be eligible for this position all applicants must be an Australian Citizen and either have a Police Check or be prepared to undertake one.
If you have the skills and experience required for this position and are available immediately please
Apply Now.
