Service Consultant, Operations

• Join Australia’s No.1 Life Insurer
• Self-starters who enjoy a dynamic workplace
• Proven career opportunities and excellent employee benefits

About the opportunity

The Service Consultant function is primarily concerned with the response to and administrative processing of enquiries; Integral to this is quality and service standards which ensure the functions are meeting TAL’s Customer requirements.

A diverse role responsible for administering our products across a number of platforms while providing outstanding customer service. It’s a pivotal role in transforming the experience from a transactional one to a relationship based holistic experience.  

This role is also the perfect launching pad to build a long term career with us!

Responsibilities include:

• Operating as the primary point of contact, responding to all enquiries, aiming to achieve first point resolution
• Completing administrative tasks within service standards and monitoring service delivery and quality
• Respond to escalations and complaints, taking responsibility to gain quick resolutions
• Understand our responsibilities per Privacy law and Compliance guidelines, and execute activities within these
• Identify trends and provide feedback to the Team Manager to prevent reoccurrence
• Engage in a supportive team environment whilst actively sharing skills and knowledge
• Assist other Service teams in other areas (including call centre) to help achieve departmental goals during peak periods

Employee value

At TAL, we look for people who represent our diverse Australian community; people who embrace our spirit and inspire confidence in their colleagues, customers and community.

We offer a workplace that’s inclusive and flexible, supporting our people with options that let them make the most of their careers.

It’s a values driven environment, with excellent employee benefits plus learning and development opportunities designed to support our people.

Benefits include:

• A generous company paid life insurance and super plan
• Recognition and reward programs that acknowledge great work
• Coaching, mentoring and training programs
• Flexible work and leave options to support study, family and lifestyle

• Answer inbound calls, engage with customers by asking questions regarding their enquiry, assisting them in finding a resolution. 
• Provide expert advice on Telstra products and services that best suit their needs and lifestyle.  
• Provide empathy and understanding to your customers through effective communication skills. 
• Take ownership, show confidence in your ability to de-escalate any customer grievances. 
• Be available when our customers need us, flex to the hours that are required. 

What will you do:

This role will ensure variety whilst operating in a team environment. The focus will be:

• Warehouse duties including stock taking, stock replenishment, inwards goods and maintaining a tidy workspace
• Picking and checking orders (quickly and accurately)

We’re after someone:

• With great customer service skills
• A confident communicator
• Who is physically fit
• With warehouse experience (ideal but not essential)
• Who is kind and has a positive and friendly attitude
• Honest and reliable

As a valued team member we can offer you 

• Competitive wages
• Regular hours, Mon to Fri (no weekend work)
• Career pathways / In-house training programs
• Internal transfer opportunities
• A fun and supportive team
• Wellbeing / Mental health support through our EAP program

About us

• We are one of Australasia's leading suppliers of stainless steel fasteners 
• We have an established (10 years) Brisbane branch in Acacia Ridge, and 12 branches across New Zealand.
• We are a successful business built on hard work and excellent products with a reputation for quality and reliability 
• You’ll be known by name and the unique role you play in making our company a success!

Must be eligible to work in Australia.

• Setting, reviewing and maintaining the high service standards expected of a 4.5 Star hotel Restaurant 
• Work closely with F&B Manager and Conference & Events Team 
• Assist with training and developing of team members on product knowledge
• Liaise with the kitchen on menu, guest feedback and service improvements
• Effectively handle guest and team feedback
• Work a rotating roster across weekdays /nights and some weekends and public holidays 

BlueScope is an Australian-born, global success story, spanning 18 countries, with a team of over 15,000 people. We’re driven by innovation and are proud that the technologies in our products and brands, like COLORBOND® steel, inspire and protect everything from hospitals and bridges to stadiums and homes.

The Opportunity

Come and discover the opportunity to join our Australian Steel Market business as a Customer Service Specialist in our Customer Service team based in Chullora. As someone who strives for service excellence, you will be the key customer representative to a dedicated portfolio of highly valued key customer accounts. Working closely with the Customer Service Manager – NSW, you’ll be providing leadership support, coaching and mentoring to the broader team of sales and account professionals. 

Your success in this role will grow from demonstrating expertise and professional knowledge, as you partner with internal departments to implement and deliver cost-effective and efficient supply chain solutions within the agreed market offers.

What Will You Do?

As a key contributor in the team, you’ll lead with enthusiasm, supporting the team to succeed. You’ll use your strong analytical skill set to make data-based insights, so that we can further partner with our customers in understanding their business needs and challenges, creating smart solutions together.

• deliver a superior customer experience for your account portfolio
• work with internal stakeholders to provide solutions and deliver product in line with customer business needs
• undertake analysis projects to identify, monitor and analyse customer trends and commercial behaviours
• coach and mentor the team to strengthen capability
• lead improvements with our systems and processes, implementing changes for internal teams and customers

More About You

As an experienced customer service professional with sound exposure to managing client accounts, you will bring:

• strong commitment to providing and fostering an exceptional customer experience
• superior attention to detail with the ability to resolve issues and identify solutions
• intermediate to advanced skills of MS Office, including MS Excel
• the ability to work with ambiguity and constant change in a fast-paced environment
• effective influencer who can grow and build strategic partnerships

Why BlueScope

As BlueScope continues to go from strength to strength, a career with us provides you with the opportunity to grow and be rewarded. At BlueScope, you will:

• create and deliver innovative solutions that drive transformation in our business
• make an impact that really does shape the world we live in
• keep growing through continuous learning and development opportunities
• enjoy the sense of belonging that comes from working with people who genuinely look out for one another

At BlueScope, our people are our strength, and we don’t say that lightly. We want our people to be successful, and to be safe. We offer work-life flexibility through our B-flex program and make sure our inclusive work environment welcomes people of all backgrounds. We’re passionate about driving sustainability outcomes that matter to our communities, including action on climate and our 2050 net zero goal. And we’ll do this through Our Purpose: We create and inspire smart solutions in steel, to strengthen our communities for the future.

Come and discover us at bluescope.com/life-at-bluescope/careers.

Together we can make a world of difference.

Applications close Tuesday 16 July 2024.