The Bureau of Meteorology is developing and growing its Community Engagement, Customer and Data Solutions capability, with a focus on public safety and effective risk management for the Australian community.
The Customer and Data Solutions team comprises of Weather and Climate Services, Spatial and Real Time Data Services, and the National Weather Graphics Unit working in collaboration to serve the Bureau, its customers and partners. The function delivers geospatial and climate data services, and a continuous, multi-channel, narrative for all types of weather to influence informed decisions supporting public safety, community wellbeing and business continuity.
As Customer Service Specialist – Weather Connect, you will work within a close-knit team to respond, communicate, and engage with the public, and to provide tailored Bureau information and services for our customers, specialised users and businesses.
You will use your previous operational or customer-focussed experience to deliver services of impact and value to Bureau customers to meet their needs and build relationships by educating key customers on available Bureau solutions and channels.
The ideal candidate will have experience within a front-line organisation engaging with a wide variety of public service customers and partners on a range of technical or scientific information and products.
The key duties of the position include:
The responsibilities of the role include but are not limited to:
1. Deliver, monitor, and continuously improve the day-to-day operations and performance of the Bureau's customer-facing operations as part of the Decision Support Services program, serving the Australian community, and key Bureau customers and partners.
2. Respond to and resolve customer enquiries received through email, web feedback and telephone in a timely, efficient, and knowledgeable manner. Provide exceptional customer service and handle all enquiries in a professional manner.
3. Guide, educate and assist customers to find information on the Bureau website or BOM Weather app, promoting Bureau products or services that meet customer needs as Bureau digital solutions continue to evolve.
4. Provide subject matter expertise into customer handling processes and procedures for dealing with the Australian Public and in particular managing difficult and complex enquiries from members of the vulnerable community.
5. Triage incoming requests from customers with the aim of efficient resolution. Escalate out of scope enquiries to business areas, or within Decision Support Services or across the Community Services Group.
6. Use the Bureau’s CRM (Customer Relationship Management) to manage customer enquiries, including managing enquiry resolution, forwarding enquiries to relevant business areas and/or escalating issues to media and parliamentary where appropriate.
7. Contribute to ongoing customer experience projects, information, and content knowledge management, working with internal stakeholders so that external communication is current, consistent, and efficient across Bureau channels and customer interactions.
8. Support continuous improvement of the Bureau's customer-focused processes, procedures, systems, service standards and measures based on customer insights, feedback, and operating improvement recommendations.
9. Complying with all Bureau work, health and safety policies and procedures, and taking reasonable care for your own health and safety and that of employees, contractors and visitors who may be affected by your conduct; and
10. Commitment to APS Values, Employment Principles and Code of Conduct and understanding of the Bureau's diversity and inclusion statement of commitment and the Bureau way.
Eligibility
A degree or diploma of an Australian educational institution, or a comparable overseas qualification, which is appropriate to the duties; OR other comparable qualifications, which are appropriate to the duties.
Getting to know the Bureau of Meteorology
The Bureau of Meteorology is one of the few organisations that touches the lives of all Australians and all Australia, every day. The Bureau works across Australia and remote islands, providing services from the Antarctic to beyond the equator, and from the Indian Ocean to the Pacific. We are Australia's national weather, climate and water agency, in the Agriculture, Water and Environment portfolio of the Australian Government, operating under the authority of the Meteorology Act 1955 and the Water Act 2007. We provide data, information, knowledge, insight and wisdom to help Australians prepare and respond to the realities of their natural environment, including droughts, floods, fires, storms, tsunami and tropical cyclones. Our products and services include observations, forecasts, analysis and advice covering Australia's atmosphere, water, oceans and space environments. We undertake focused scientific research in support of our operations and services. Through regular forecasts, warnings, monitoring and advice, we provide one of Australia's most fundamental and widely used public services. We have strong relationships with our customers, partners and stakeholders in Australia, including the Australian Community and the emergency services sectors, all-levels of Government, and focus sectors including aviation, agriculture, energy and resources, national security and water.