Advisor, Customer and Business Care ImplementationSNSW Grade: 7/8Employment Type: Ongoing, Full-timeLocation: Gosford, McKell or Parramatta with 2-3 days in office as per DCS directive.About the teamThe Advisor, Customer and Business Care Implementation works with the Business Concierge and Customer Care Specialist teams to provide support, guidance, and feedback. This role involves working across various systems, processes, and channels, including an inbound phone line. It also serves as a Subject Matter Expert for services provided on the frontlines to the wider Customer Care and Business Bureau team.Your day-to-day responsibilities include:Facilitating regular huddles with Customer Care Specialists to share updates, identify trends, and areas for improvement.Creating and distributing newsletters to keep the team informed of key news and developments.Handling enquiries from Business Concierges and Customer Care Specialists via phone calls, MS Chat, or the inbound call line.Collaborating with project teams and other departments to support initiatives and improve processes.To be successful in this role, you will demonstrate:Excellent interpersonal skills and effective negotiation abilities with diverse stakeholders.Strong time management skills and resource utilization to handle competing priorities and meet objectives.Ability to establish and maintain operational guidelines, quality assurance, and instructional materials for frontline team members.Understanding of Project Management principles and ability to advocate effectively in group settings.How to ApplyPlease submit your resume (max 4 pages) and cover letter (max 2 pages) outlining your suitability for the role.The salary grade is 7/8, with a starting base salary of $102,899 plus superannuation.Click Here to access the Role Description. For recruitment inquiries, contact Thomas Ting-Shelley at Thomas.Ting-shelley@customerservice.nsw.gov.au.Visit the Capability Application Tool to prepare for the recruitment process with practice application and interview questions based on the role's focus capabilities.Closing Date: Monday, 5th May at 9:59 amCareers at the Department of Customer ServiceA career at DCS offers opportunities to improve government services and participate in reforms benefiting NSW residents. We focus on excellent customer service, digital transformation, and regulatory reform. Join us and influence the future of NSW.Our commitment to diversity and inclusionWe value diversity and the contributions of employees from varied backgrounds. View our full diversity and inclusion statement here. If you need support or adjustments during the application process, contact Thomas.Ting-shelley@customerservice.nsw.gov.au or call 02 9494 8351.For more information, visit:Information on some of the different types of disabilitiesInformation on adjustments available for the recruitment process
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