Professional Support Officer, Department of Customer Services, Open Data and Small and Family Business
Department of Customer Services, Open Data and Small and Family Business – Brisbane QLD
$77,250 - $97,991 a year
Full time, Contract, Part time, Casual/Temporary
The Digital Customer (Smart Service Queensland) team within the Department of Customer Services, Open Data and Small and Family Business (CDSB) provides digitally enabled whole-of-government services to the Queensland public through multiple channels including phone, chat, counter and online. This stream brings together technology, development, products, design, engagement, and operations to deliver simpler connected services.
Responsibilities
* Provide advanced client-focussed telephone social services using solutionsfocussed, cognitive behavioural and strengths-based counselling techniques.
* Lead the telephone-based support and referral services delivered directly to community members (including people directly experiencing homelessness and other hardship related issues).
* Develop and implement an evidence-based coaching/ supervision framework for team members in response to the delivery of high impact psycho-social services and monitor performance.
* Develop team goals, strategies and work plans to improve service delivery outcomes and efficiencies of the services offered.
* Collaborate with the Quality, Business Improvement, Partner and Engagement and Operations Managers to ensure consistent communications and successful embedding of new capabilities into the team's operations.
* Develop referral networks to increase support options for clients.
* Collate, analyse, and report on data to identify trends and make recommendations to stakeholders regarding service improvement opportunities.
* Provide advice to senior management on resolution options for routine through to high-risk or critical customer and service-related matters, utilising high-level problemsolving skills.
Applications to remain current for 12 months.
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