Description:
Former Customer Services Branch -TMR. This position is part of the Department of Customer Services, Open Data and Small and Family Business (CDSB) as part of the recent Machinery-of-Government changes. CDSB is currently in negotiations for a certified agreement to cover all CDSB employees. In the meantime, the TMR Agreement conditions apply to this position. The Senior Adviser plays a key role in managing customer complaints, supporting operations, ensuring compliance, and fostering staff development to meet customer needs. This position is vital for maintaining the CSC’s reputation as a reliable provider of government services.As the Senior Advisor (Customer Service), you will collaborate with a dynamic team to deliver exceptional customer experiences by providing a diverse range of products and services to clients across multiple channels. Additionally, you will contribute to enhancing customer service functions by leading and supporting pilot initiatives aimed at improving the overall customer experience.
Some Of Your Responsibilities Will Include
- Supervise the operations of the Customer Service Centre, which delivers services across multiple channels, by utilising effective consultative management techniques. This includes overseeing the training and development of staff to ensure the optimal use of resources within a cohesive team environment.
- Act as the first point of contact for the escalation of customer concerns and complaints across various communication channels, ensuring a professional and timely resolution.
- Assist in the development of operational and financial plans for the Customer Service Centre, ensuring adherence to established audit requirements.
- Conduct performance assessment processes with staff, providing feedback on work and behavioural performance. Collaborate with staff to develop learning and development programs. Escalate more complex people management matters to the Manager (Customer Service) as required.
- Maintain comprehensive knowledge of services to effectively perform service interactions, including understanding procedures, processes, and customer channel options
Occupational group Customer Service/Call centre
18 Jan 2026;
from:
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