Overview
The Department of Customer Services, Open Data and Small and Family Business is seeking an experienced and motivated Principal Advisor to join our Customer Service Operations team.
Responsibilities
* Identify, implement and develop strategies, initiatives and new functions, including service level agreements to support the continual improvement of the Customer Service Operations business unit through the analysis of existing work, people, tools and processes.
* Develop and maintain effective working relationships with peers, customers and other stakeholders (both internal and external to the department) and act as a central point of contact and information exchange for Customer Service Operations.
* Provide advice and support directly to customers in relation to products and services, including managing and responding to customer complaints.
* Oversee a highly motivated and skilled team by managing the relevant administration and decision-making processes relative to the registration and licensing services delivered by Customer Service Operations.
* Contribute to recommendations and provide strategic advice to senior and executive management including writing and/or review complex reports, briefing notes, submissions, departmental and other correspondence in accordance with departmental standards.
About You
* Proven ability to communicate effectively and build strong working relationships through clear advice, information sharing and collaboration.
* Proven ability to prepare high-quality and complex reports, correspondence and documentation that support informed decision-making.
* Ability to develop and implement new initiatives and processes, demonstrating strategic thinking and adaptability in a changing environment.
* Proven ability to guide and support individuals in their professional growth, applying positive performance management and coaching principles.
* Proven ability to analyse complex problems, make sound decisions, and provide considered recommendations that align with organisational objectives.
* In addition, this role requires the leadership capabilities of a Team Leader as outlined in the Leadership competencies for Queensland booklet.
Why join us?
We offer flexible working options, competitive salary and benefits, generous leave entitlements and the chance to make a difference to Queenslanders. We value diversity and encourage applicants from all backgrounds to apply.
Mandatory Qualifications And Conditions
* Due to this role having access to sensitive data, a criminal history check will be undertaken prior to appointment to the role.
Desirable Requirements
* Previous experience working with TICA, TRAILS, Service Centre Operations products and services, and/or the Transport Information, Policy & Procedures System (TIPPS) will be highly regarded.
Please refer to the attached role description and applicant guide for instructions and guidance prior to submitting your application.
Applications to remain current for 12 months.
Occupational group: Customer Service/Call centre
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