Education Hiring for Customer Service Officer, Recruitment Services Unit Job at Ipswich Full Time

• Supervise and support TRACER operators and administrative officers in their daily activities and resolve issues as they arise, to enable a responsive and quality service.
• Monitor and analyse daily workload and activity level to identify resource capacity to meet daily service delivery targets.

The Customer Service Officer reports to the Human Resources Consultant, Human Resources Branch, People and Executive Services Division.

About the Role:

• Enable a high functioning team and quality service by:
• Actively supporting staff
• Celebrating achievements
• Promote and support a culture of professionalism
• Lead by example
• Analyse team capacity and prioritise workloads and tasks appropriately to ensure work can be achieved within timeframes.
• Manage workflow, rosters & SLA’s:
• Maintain up to date workload records
• Create and communicate weekly roster
• Reprioritise, make and communicate roster changes as required to meet SLAs
• Assign and communicate shifts to casual staff
• Ability to assist the team with priority BAU tasks when required
• Partake in recruitment an onboarding of new team members
• Be the first-level escalation point for client complaints, providing advanced support for the resolution of process and system issues including logging incidents.
• Identify staff performance issues and training needs and undertake appropriate action, in collaboration with the Human Resources Consultant, in a timely manner.
• Promote and support a culture of professionalism by providing timely feedback to staff about their client engagement and leading by example.

Ideal Candidate:

• Demonstrated high level interpersonal skills and ability to build positive working relationships and contribute effectively to a positive and supportive work environment
• Excellent organisation and time management skills to manage workload of self and wider team
• Demonstrated resilience and ability to remain calm and adapt with flexibility to frequently changing workload
• Experience in leading a team would be advantageous

What can you expect in return:

• Ipswich location – the TRACER team are based in Ipswich CBD in a modern office in close proximity to local business’.
• Flexible work arrangements will be available to the right applicant.
• Professional development

Interested? To apply:

• Attach a brief resume including contact details for 2 referees (one of whom should be your current supervisor)
• Attach a brief claim on the role (maximum two pages) telling us why you are interested. This is your opportunity to tell us about your achievements, capability and how you will meet the requirements of the role.
• Please note: Engagement in this position may be subject to the person fully satisfying the COVID-19 vaccination requirements outlined in the attached Candidate Information Fact Sheet 2022. Applicants may be required to submit evidence of their COVID-19 vaccination as part of the recruitment process.

Applications remain current for 12 months from the closing date and may be considered for appointment to identical or similar vacancies within the Department.

Applications from recruitment agencies will not be accepted.This work is licensed under a Creative Commons Attribution 3.0 Australia License.