About The Role
In the role of Senior Advisor, you will play a pivotal part in fostering a positive customer experience by collaborating with your team to deliver a diverse range of products and services to clients across multiple agencies. You will also contribute to the continuous improvement of customer service functions by leading initiatives designed to enhance and optimise the overall customer experience.
Responsibilities
* Supervise the operations of the Customer Service Centre that delivers services across multiple channels, applying 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, e.g., 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 programmes with staff; refer more complex people management matters to the Manager (Customer Service Centre) as required.
* Develop and maintain comprehensive knowledge of required services to perform service interactions including procedures, processes, and customer channel options.
Benefits
We celebrate diversity in creating a workplace culture that is built on respect, dignity and fairness.
* A competitive remuneration package including Employer Superannuation contributions up to 12.75%.
* Five weeks annual leave and annual leave loading of 14%.
* Salary packaging arrangements.
* Learning and development opportunities.
* Access to study assistance.
* Wellness Program.
* Employee Assistance Program.
* Work/life balance, variety and flexibility.
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