Multichannel Government Services Advisor

Department of Customer Services, Open Data and Small and Family Business; Mount Isa City; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Employer Super

Annual leave

RRAIS incentives

Salary packaging

Learning & development

Study assistance

Wellness program

Employee assistance

Work-life balance

Job summary

Department of Customer Services, Open Data and Small and Family Business in Queensland is seeking a Customer Service Advisor to join the North West team in Cloncurry. You will help customers access government products and services and contribute to a positive customer experience for Queenslanders.

This cross-channel role delivers across multiple channels (phone, online and face to face), helping people access licensing, registration and other services while supporting the local community, with a

Responsibilities

• Develop and maintain comprehensive knowledge of procedures, processes and required services to be able to perform service interactions across various customer channels (including phone, online and face to face).
• Deliver government services including licensing, registration and other products, through a variety of communication channels to enable customers to complete their requests in an efficient and effective manner. For example, but not limited to, licencing, deceased estates, vessel registration and a range of other customer services.
• Assess customer needs and provide appropriate information and direction to appropriate service channel, including referring customers to other service specialist and locations, where appropriate.
• Promote, encourage and support customers' usage of self-service and referral to other services, to support customers efficiently.
• Effectively navigate multiple systems and databases to conduct operational and administrative tasks to support efficient service delivery. For example (but not limited to), collect and remit monies associated with transactions, reconcile banking and daily remittances for staff.
• Exercise discretion to suggest improvements to customer service delivery processes and tools and support corporate change initiatives.
• Contribute to ensuring the integrity and accuracy of information through reviewing and authorising transactions to confirm that quality assurance requirements have been met, and transactions have been processed accurately and in accordance with TMR policies and procedures.
• Work collaboratively as an effective team member to achieve key team and individual performance targets, supporting and participating in team activities and assisting to meet team objectives. If required, you may be requested to provide training and mentoring to customer service officers and trainees in customer services, systems and products.

Job description

Department of Customer Services, Open Data and Small and Family Business in Queensland is seeking a Customer Service Advisor to join the North West team in Cloncurry. You will help customers access government products and services and contribute to a positive customer experience for Queenslanders.

This cross-channel role delivers across multiple channels (phone, online and face to face), helping people access licensing, registration and other services while supporting the local community, with a