Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.

We attract and nurture local talent from all over the world, ensuring our people are both deeply attuned to regional needs but also bring a global mindset to help clients, communities and nations move forward. Our culture is fuelled by men and women with the passion to push beyond borders and boundaries, and the wisdom and courage to do what’s right.

Citi Commercial Bank (CCB) business aspires to be the bank of choice for internationally-oriented, mid-sized companies within Citi’s footprint. CCB serves clients with sales between $10MM and $1Bn within target industries that value Citi’s distinctive global network and product capabilities. CCB’s aim is to act as a trusted thought partner to support our clients’ growth by providing access to the full suite of banking solutions – including lending, trade, cash management, FX and advisory services.

CCB embodies our unique purpose as the global bank of choice for trade-oriented, mid-sized companies who see us as trusted thought partners that bring simplicity in an increasingly complex world, client-centric solutions for long-term growth and pave the way for them to reach across borders and achieve their global vision. The Commercial Subsidiary Group or CSG is the network that manages and develops the banking relationships for multinationals in Australia.

This position is a hybrid role with the successful candidate also managing his/her own portfolio of clients within the Commercial Subsidiary Group. The Role is Relationship Associate/Client Desk Relationship Manager. As a Client Desk Relationship Manager, you will manage a set of existing clients. You will maintain and defend the portfolio as well as increase revenue by deep diving into the relationships to find additional opportunities.

The Relationship Associate is a developing professional role supporting Senior Relationship managers with complex client portfolios in the Multinational space. As an Associate, you will assist in the seamless delivery of solutions and support the provision of proactive client coverage together with managing a portfolio of emerging relationships. Our Relationship Associates form part of the foundation of our relationship management teams and represent the pipeline from which we’ll grow our next generation of leaders. This is a fantastic opportunity for someone looking to gain exposure to a world class banking platform and develop their skills and talents over time in order to develop a successful career within Citi.

Key responsibilities will include:

• Working with various Commercial Subsidiary Group (CSG) relationship managers to support clients in every step of their relationship — from on-boarding and preparation of EUDDs and various credit memos for submission to credit approvers and committees.
• Learning about a broad range of industries and developing a deep level of expertise on Citi’s credit, policies and practices.
• Manage and grow a portfolio of emerging relationships, with a focus on delivering best in class service and the origination of business opportunities within this portfolio.
• Conducting research on prevailing industry and market conditions that are key inputs into the CCB’s business development activities.
• Generously supporting the growth of the CSG business, devoting time to helping RMs develop pitch materials, marketing proposals and other new opportunities.
• Being the go-to for information on local regulations to ensure the business achieves the highest compliance and audit results.
• Cultivating their own position as a future leader within the business community, getting involved in local organizations to start building a strong network.
• Support the monitoring and tracking of key business initiatives.
• Support the CSG Country Head with business planning and analysis.
• Take the lead in the on boarding and retention of clients, ensuring the appropriate “Know Your Client” (KYC) and other compliance deliverables are met.
• Managing daily administrative duties and processes associated with the management of a portfolio of clients.

Key skills and experiences required:

• At least 1-3 years of relationship management and credit experience, sound understanding of finance and accounting fundamentals, together with some exposure to; transaction banking, loans and financial markets (FX and derivative)
• Knowledge of, and ability to complete AML and KYC processes.
• The ability to understand the part they play in building a strong CCB/CSG culture that enables our teams to deliver remarkable experiences to our clients.
• The ability to thrive in an entrepreneurial organizational structure and add value by bringing an optimistic, proactive approach to the work they do.
• The ability to go beyond immediate business silos to build their network.
• Confidence and drive to own developing high quality, client ready information with strong attention to detail.
• Analytical skills with ability to process and prioritize complex information.
• The resilience to adjust plans and priorities when necessary to meet evolving client and business needs.
• Strong interpersonal and cultural skills to work with a variety of countries and products across the region.
• Ability to embrace new technology and understand the role digital plays in the experience we deliver for our clients.

Qualifications:

• University degree or higher
• Previous coursework or experience in Finance, Accounting, and Economics.

Role is based in Melbourne.

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Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

View the "EEO is the Law" poster. View the EEO is the Law Supplement.

View the EEO Policy Statement.

View the Pay Transparency Posting

What you’ll do

This is your opportunity to be a big part of something big by supporting our global CEO so that every day runs as smoothly as possible. Your day-to-day will be varied but some of what it will entail includes:

• Ensuring our CEO stays organised and on top of everything that he needs to in our fast-paced business – managing his diary; responding to emails and calls; travel and accommodation management; prioritising tasks; processing expense claims and credit card reconciliation; scheduling Board meetings and other meetings, events and functions; coordinating monthly Board packs; organising catering requirements, etc.
• Providing support to the wider Executive Leadership Team on an ad-hoc basis. This may include, but isn’t limited to, stepping in to create meeting agendas or take minutes, booking travel, document preparation, manage expenses and anything else that may come up from time to time.
• Handling confidential and sensitive information with discretion and professionalism.
• Taking pride in keeping our CEO well informed and up to date of changing priorities and any key issues that may arise. You’ll also collate any information needed to assist the CEO in making choices in relation to these

You will be responsible for supporting all aspects of our Community Health Paediatric and Counselling team's business ensuring a smooth running of our clinics and program. Working collaboratively with the Allied Health Services and the broader Primary Health program, you will help to ensure quality service delivery and robust systems and processes.

You will provide services of office administration including;

• Track and prioritise requests via admin email.
• Assist with planning and delivery of multi-disciplinary group activities such as coordination room bookings, organising resources, documentation of consent, feedback and outcomes reporting.
• Prepare and format templates, reports, manuals and documents (e.g. customer correspondence, agendas, minutes, newsletters, flyers)
• Book and confirm appointments via SMS, documenting such activities in Trakcare, including booking of interpreters.
• Assist with the creation of new health records, registering customers, archiving, retrieval and general filing of records.
• Clear effective communication with stakeholders across all levels of the Allied Health teams and programs

About Us

Australian Healthcare Associates (AHA) is Australia's largest health and human services consultancy.  We partner with Commonwealth and State governments to improve health and social outcomes for Australians.

Our portfolio of projects includes engagements of national importance, including evaluation and review projects, research and analysis, and outsourced program administration. All work is carried out to the highest industry standards.

AHA’s story is all about its people. We are a high-performing team of valued, talented, diverse individuals who pull together with the shared goal of consistently delivering great outcomes.  We invest in people and enjoy industry-leading conditions and low staff turnover.

The Role

On behalf of the National Disability Insurance Agency (NDIA), AHA's team of data collection officers will work with National Disability Insurance Scheme (NDIS) participants to collect data that will help the NDIA measure the impact of the NDIS on its participants and inform quality improvements to the scheme.

The role involves making outbound calls to people with a disability who are registered with the NDIS (and/or a carer/family member) to collect accurate data about their experience of the NDIS.

Working days are Monday to Friday and the team work between 9am to 8pm. Each team member completes one 12-8pm shift per week, with the remainder being 9-5pm. There is the option for full-time or part-time hours (minimum 22.5 hours), with the possibility of ongoing work.

This is not a typical call centre role. The focus will be on engaging NDIS participants and families/carers with empathy and patience to collect high quality data. It is not just focused on efficiency and KPIs.

We're looking for people with the attitude and aptitude to utilise their skills in this important role. This role would be well suited to people who have worked in the disability, health, education or social services sector, or people who are currently studying in a relevant discipline.

About you

• A people person, a great listener - you can talk and listen to people from all walks of life with empathy and compassion
• Thorough and proven attention to detail
• Excellent IT skills
• Organised and able to manage your own time effectively
• Responsible and accountable
• Adaptable, with the ability to cope with changing priorities or processes as they arise
• Able to work independently and as part of a team.

Highly desirable:

• Experience engaging with people with a disability, or people from vulnerable stakeholder groups
• Previous experience in conducting social or market research, or other data collection
• Experience using Zendesk and/or Microsoft Teams.

In return, AHA offers excellent remuneration of $35/hr + super, all necessary technical equipment, comprehensive training, and a positive and supportive work environment.

Successful candidates will be required to undergo a Police Check prior to starting.

Work arrangements

We offer flexible work arrangements following the initial office-based training. You’ll have the opportunity to work from home four days a week and in our Melbourne office with your team one day a week. Due to the sensitive nature of this role, candidates who elect to work from home must ensure they have a suitable working space that also recognises and respects the confidentiality needs of participants.

If you have the required attitude, skills, and experience, we're keen to meet you.

To apply please upload your CV and a cover letter outlining how your key attributes align with our needs.

Note: applications that do not include a bespoke cover letter will not be considered.

Applications close 5pm 6 March 2024 

All questions can be directed to [email protected]

Applicants must have Australian working rights.

Agency applications will not be considered.

For further information about AHA, please see our website: www.ahaconsulting.com.au

AHA is an Equal Opportunity Employer who provides an inclusive work environment and embraces the diverse talent of its people. We support flexible and accessible working arrangements for all. This includes people with a disability, Aboriginal and Torres Strait Islanders, culturally, religiously, and linguistically diverse people, young people, older people, and people who identify as gay, lesbian, bisexual, transgender, intersex, or queer. All are encouraged to apply.

The Client Services function is primarily responsible for administering the completion of a customer’s life insurance application, which includes interviewing the customer, processing and finalising all aspects that relate to the electronic applications, which also includes all associated follow-up work. 

Key responsibilities include:  

• Process electronic applications and transfers, in accordance with daily/weekly allocation and quality targets.
• Manage the interview process with customers to record further information over the phone to finalise application process efficiently and effectively. 
• Proactively follow-up on client requirements as requested by insurance companies and/or the Team Leader, to ensure documentation is returned within agreed timeframes.
• Take the end-to-end lead with customers and ensure that customer queries are responded to within a timely manner to facilitate a speedy and quality completion process.
• Ensure all work is completed to agreed service levels and quality standards.

Only for internal candidates

We’re Civica and we make software that helps deliver critical services for citizens all around the World. From local government to central (federal) government, to education, to health and care, over 5000 public bodies across the globe use our software to help provide critical services to over 100 million citizens.

Our aspiration is to be a GovTech champion everywhere we work across the globe supporting the needs of citizens and those that service them every day. Building on 21 years of continuous growth and success, we’re at a pivotal point on our journey to realise that aspiration.

As a company, we’re passionate about what we do and the citizens we help to serve. If you too would like to champion the use of technology in public services, to improve outcomes for citizens and public sectors organisations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve growth in your career whilst making a real difference to people and communities.

Working as a Customer Solutions Officer, you will be responsible to support the first contact resolution team and you will also be supporting the customer service representatives too. You will be focused on achieving excellent individual and team performance outcomes, with the ability to self-manage, set your own goals, and strive for the best possible results.

As a Customer Solutions Officer you will have:

• Strong written and verbal communication skills along with active listening

• Ability to multi-task, set priorities and manage time effectively

• Proven ability to follow policies and procedures

Hopefully, you also have strong problem-solving and analytical skills.

A day in life…

This team sits within the Correspondence space and will focus on achieving daily KPI workload whilst actively contacting our customers to gather the vital pieces of missing information in order for us to complete all processing actions in the first instance. You are also extra willing to be flexible and support our friends in Contact Centre, Nominations, and other teams. Ultimately you will be part of a team that is versatile and multi-skilled, leading the way in managing complex customer inquiries via multiple channels.

You will be proactively managing a high volume of customer/client inquiries via phone or written correspondence as required. You will have to Identify and drive continuous improvement opportunities for enhanced customer satisfaction and efficiencies adhering to policies, business rules, and work instructions.

Why you'll love working with us

We know that when our people are happy, they will work better and have greater work satisfaction. Here's what you can expect:

We're all different - and we love this about us.

We provide an inclusive, safe, and welcoming environment to all Civicans, new and old Focus on learning- there are heaps of opportunities to enable you to grow and be your best.

Giving culture - we encourage you to "give back" with benefits such as our Days of Difference leave where you can volunteer for a charity of your choice.

Flexible Work - Flexible work – we have the technology and tools to support you to work from home and come into our offices now and then to catch up and socialise with colleagues.

Apply for this job - Become part of something special Do you see yourself in this role? If so, then we would love to hear from you.

We are an equal opportunity employer. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. In fact, we strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company and better outcomes. We are working hard to increase the diversity of our team wherever we can, and we actively encourage everyone to consider becoming a part of it. We are especially keen to receive applications from Aboriginal and Torres Strait Islander peoples of Australia.

Applications close 20th of February 2023

The Pepperstone story started in 2010. We know what it’s like to trade the world’s markets. Our team describes us as a place for the curious and the driven, and we like to do things a little differently; as a transformative global fintech, we’re digital, nimble, connected, and united in our vision to create a better way to trade.

We thrive on progress – for our clients and for ourselves. Our organizational culture is ever-evolving, vibrant, diverse, global, and results-focused. You’ll find our 350+ team currently across 9 locations and time zones.

The Role:

The markets don't stand still and neither do we!

The Payroll Officer role is the newest addition to our in-house Global payroll team. Reporting to our Global Payroll Manager in Melbourne, you will be joining our People and Culture (P&C) team that fosters collaboration and diversity. You will be responsible for meticulously and promptly preparing and processing the monthly payrolls, with a dedicated emphasis on the Australian region. Your role will involve ensuring the payrolls are error-free and completed on schedule, guaranteeing accuracy and timely delivery. As a vital member of our team, you will play a crucial role in the smooth functioning of the Australian payroll system. While this is a hands-on role, you will be supported by our Payroll Manager, Finance team members and local payroll vendors in respective jurisdictions for quality payroll outcomes for our people and improving operational efficiencies.

To thrive in this role, you'll have previous experience in a fast-paced environment where change is a constant and you're comfortable managing multiple priorities at once! You'll also be excited at the prospect of learning new payroll jurisdictions - we have offices across Australia, UK, Europe, Dubai, Kenya, Bahamas and Chile.

This is a fixed term position for 15 months, with the view to ongoing after the completion of the current payroll implementation project.

As our Payroll Officer, your key responsibilities include, but not limited to :

• Accurately and promptly handle the monthly payroll processing for Pepperstone offices in Australia and other regions (with the support of our Payroll Officer in Cyprus)
• Manage all employee lifecycle changes, including new hires, terminations, redundancies, and salary adjustments, in collaboration with the P&C team
• Address general payroll inquiries from the Pepperstone team
• Supervise and provide assistance with complex payroll queries
• Perform payroll tasks at the end of each period, month, and year
• Deliver a high standard of customer service focused on timeliness, accuracy, and a personable approach while fostering strong working relationships with team members globally
• Ensure compliance with regulatory requirements set by local and governing agencies
• Keep up-to-date with relevant legislation, with support as needed
• Contribute to the development of payroll processes, striving for automation and optimization along with the Payroll Manager
• Provide support to the P&C team in general administration activities

About You:

• Demonstrated experience in a similar role as a payroll specialist/officer in Australia.
• Experience working in medium to large businesses (min. 250 employees) with ability to thrive in a high volume and fast paced business.
• Good stakeholder and project management skills to manage and deliver a roadmap of initiatives   
• Excellent attention to details
• Excellent Microsoft Excel skills.
• Ability to be available across time zones on an ad hoc basis (ex: during payroll cycles).
• Commitment to ongoing learning and development.
• Current and appropriate working rights in Australia.

Why you will enjoy working with us:

• Competitive salary structure
• Genuinely collaborative and friendly culture
• Flexible and hybrid working
• Remote working option - work from anywhere for up to 6 weeks per year, in addition to hybrid working as standard
• Ongoing personal development & learning opportunities
• 15 weeks paid primary carers parental leave & 4 weeks paid secondary carers leave
• 3 paid volunteering days per year & Workplace Giving Program
• Frequent events and celebrations including a standard weekly social
• Beautifully renovated large office at Collins Square - 727 Collins Street, Melbourne
• Best in class end of trip facilities including bicycle parking, change rooms & showers
• A full stocked kitchen, onsite coffee machines with locally sourced coffee beans (this is Melbourne after all) and curated specialty teas

More about Pepperstone

We’re a regulated online Forex and CFD trading platform. With the scale of a global fintech and the agility of a start-up, we arm our clients with everything they need to take on the global markets with confidence. You will be part of a wider passionate and friendly team, and whilst things may not always go to plan, we learn quickly and move forward with impact. To learn even more visit Pepperstonecareers.com and www.linkedin.com/company/pepperstone/

We understand it’s important to do due diligence on a prospective employer, see what our team are saying on Glassdoor. We respect our team members’ experiences and will never pay to remove a negative review.

Pepperstone is an equal opportunity employer. We are passionate about building a diverse workplace and strongly encourage applications from any background.

“We are a 2023 Circle Back Initiative Employer – we respond to every applicant”.

We will be reviewing applications as they come through, so if this is an opportunity that excites you, don't wait. Express your interest by clicking the apply button below as soon as possible.

Note to external agencies: While we appreciate the efforts of external recruitment agencies, we prefer to engage directly with applicants for this opportunity.

#Li-Hybrid

INTERNAL ROLE ONLY

An exciting Permanent role is available within CJS as a full-time FOH Team Support Officer.

This role is full time secondment role. Applications close, Friday, 9th February 2024.

As a Team Support Officer, this role will see you utilise your diverse product knowledge, strong attention to detail and communications skills to assist Contact Centre Representatives, Team leaders and Contact Centre Managers.

You will assist to deliver a superior outcome to both customers and clients calling on your experience, responding to enquiries, call reviews and conducting investigations.

The role plays a critical part in our endeavour to build a Centre of Excellence, where customers are treated with respect and are provided with accurate and timely information to their enquiries.

Key Responsibilities:

• To coach and guide CSRs to deliver a high quality of customer service
• To handle escalated calls from customer and resolve the issue at first point.
• Maintain work instructions and ensure that all manuals are kept up to date and assist in the communication and embedding of any changes.
• Assist the Contact Centre Team leaders to evaluate calls and provide coaching and feedback.
• To provide constructive feedback to Team leaders and CSRs
• Process and respond to complex requests received on behalf of our clients.
• Identifying skill gaps within the wider business and work with leaders to educate and reduce double handling within all Civica departments.
• Liaise with external stakeholders to continuously lift the standard of service provided.
• To liaise via email and verbally to mutually resolve escalated issues.
• Enter media and Victorian Ombudsman threats into the tracker to enable analysis of trends.

Essential Skills and Experience:

• In-depth knowledge of relevant FOH guidelines, processes, and performance standards.
• Highly proficient with CJS systems.
• Strong verbal and written communication skills.
• Ability to follow policies and procedures.
• Well-developed investigative, problem solving and decision-making skills.
• To work as part of a team to ensure that service standards are met.
• Self-driven with proven ability to manage workload and time autonomously.
• Intermediate Microsoft Office applications knowledge.

Responsibilities will include but are not limited to:

• Liaising with customer to plan and implement agreed services
• Scheduling of appointments.
• Maintaining busy inboxes, with queries, appointments and non-appointment services
• Providing administrative and operational support to consultant practitioners
• Providing information and advice to customers, or prospective customers
• Undertaking other tasks assigned to the Client Services team, including reception duties,  dictation, invoicing and supporting the greater team in general.

Equal Access to High-Quality Education Moves Our World Forward

Meet Cadmus!

At Cadmus, we believe every student should have equal opportunity to achieve academic excellence; that’s why we’re changing how the world learns!

Cadmus is a global EdTech company purposefully built for the higher education sector to break down global learning barriers by providing educators and diverse student cohorts with access to high-quality learning and assessment. Built on rich, student-centric values, Cadmus empowers individuals to achieve their highest potential and graduate with the critical skills and knowledge to profoundly impact our workforces, communities, and evolving world.

A Bold Plan for Global Impact

At Cadmus, we’re working hard in pursuit of an ambitious, world-shaping goal: to provide 1 billion students with access to high-quality education by 2050.

That’s why we need a high-performing Executive Officer to join our team and support our CEO and senior executive team.

At Cadmus, we’re doing a lot of great work rapidly to create a profound impact on our world through the power of education. With Cadmus currently being used in 50+ countries, we’re looking for an Executive Support Officer who is passionate about supporting leadership to achieve topline company objectives.

Reporting to the Chief Executive Officer, our Executive Support Officer will:

• Secure meetings with potential new customers and pipeline customers by working with the Business Development team to liaise with senior stakeholders to win meetings.
• Organise travel for executive, business development, and international team members, with seamless connections and the best deals, to ensure effective sales trips and collaborative team engagements.
• Provide a first line of screening for all hiring candidates before they proceed to subsequent stages of hiring.
• Manage all human resource, payroll, accounting and reconciliation actions by engaging with staff, bookkeepers, and accountants.
• Support the team to work remotely locally and internationally, by owning the administrative actions, including office space, work spaces, and equipment.

Professional Skills

• Effective Communication: Demonstrate adeptness in both written and verbal communication. Craft persuasive emails to secure important outcomes such as meeting bookings, and employ convincing phone conversations to schedule crucial appointments.
• Information Synthesis and Prioritization: Display the ability to synthesize research findings and prioritize information effectively.
• Talent Spotting: Showcase a keen eye for talent. Evaluate candidates' values, skills, and experience to determine their suitability for specific roles within the organization.
• Detail-Oriented Acumen: Exhibit meticulous attention to detail in financial, HR and accounting matters. Ensure accuracy in numerical data, minimize costs, and adeptly identify cost-saving opportunities.
• Strategic Decision-Making: Highlight your capacity to assess multiple options and navigate through switching costs. Make informed decisions that align with organisational goals while considering potential challenges and benefits.

Professional Experiences

• Holds a bachelor's degree from a leading university
• You have 10+ years of experience in accounting, sales, operations and hiring
• Cross-Geography Logistics and Administration: Adept at organizing and streamlining logistics and administrative tasks for teams operating across diverse geographical locations. Demonstrated ability to ensure seamless operations and effective coordination despite geographical challenges.
• End-to-End Team Building: Demonstrated ability to assemble and nurture high-performing teams from recruitment stages to achieving management levels. Experience encompasses comprehensive team-building processes, including recruitment, training, and developing team members into managerial roles.
• Comprehensive Corporate Management: Proven proficiency in overseeing vital organizational functions, encompassing accounting, bookkeeping, HR, and payroll. Successfully managed and ensured the accuracy and efficiency of financial and human resources operations within the company.
• Multi-Zone Project and Personnel Management: Successful experience in orchestrating projects and managing personnel across multiple time zones. Demonstrated capability to lead teams, collaborate across diverse timeframes, and deliver exceptional results in a globally distributed work environment.

• A remote-friendly, flexible working culture; where you can work from any global location
• Learning allowances; because we don’t just have words on a website, we genuinely do what we say and provide educational opportunities to all (including the Cadmus team)
• A diverse and inclusive workplace where there are no barriers to anyone succeeding
• A surrounding team of mission-driven individuals who genuinely love what they do
• Mentoring and succession planning for your career
• Pats from Homer, our resident (and super cute) dog!

Cadmus is a remote-friendly company, and this role is open to candidates in Melbourne or remote from anywhere in Australia.

Hiring Process

Please apply online with your resume, and instead of a cover letter, we would love you to answer a few questions.

Our interview process consists of a recruiter phone screen, a hiring manager interview, a homework task and a panel interview. These will be completed in person or online (via Zoom).

While we review your application, get to know us by visiting cadmus.io/careers (complete our values quiz!) and following our social channels (Linkedin, Facebook and Twitter).

Inclusivity at Cadmus

At Cadmus, we hire great people from a wide variety of backgrounds because it makes our company stronger. We never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, marital, or disability status. If you share our values and our enthusiasm for education, you will find a home at Cadmus.

If you need assistance or accommodations made due to a disability, please let us know.

INTERNAL ROLE ONLY

Exciting Opportunity available as the Front of House Team Support Officer

Do you have strong attention to detail? Do you have excellent understanding of current process documentation? Then look no further – this role is for YOU!

APPLY NOW and do not miss out!

Number of positions - 2

Start Date - February 12th and January 29th, 2024

Duration - 2 months

About The Opportunity

As a Team Support Officer, this role will see you as a subject matter expert, fielding & responding to questions from the team in timely and professional manner. Reporting to FOH Team Leader and working along to identify & deliver training needs across FOH for both new & existing employees.

The role plays a critical part in our endeavor to build a Centre of Excellence, where customers are treated with respect and are provided with accurate and timely information to their enquiries.

Key Responsibilities:

• To coach and guide CSRs to deliver a high quality of customer service
• To handle escalated calls from customer and resolve the issue at first point.
• Maintain work instructions and ensure that all manuals are kept up to date and assist in the communication and embedding of any changes.
• Assist the Contact Centre Team leaders to evaluate calls and provide coaching and feedback.
• To provide constructive feedback to Team leaders and CSRs
• Process and respond to complex requests received on behalf of our clients.
• Identifying skill gaps within the wider business and work with leaders to educate and reduce double handling within all Civica departments.
• Liaise with external stakeholders to continuously lift the standard of service provided.
• To liaise via email and verbally to mutually resolve escalated issues.
• Enter media and Victorian Ombudsman threats into the tracker to enable analysis of trends.

Essential Skills and Experience:

• In-depth knowledge of relevant FOH guidelines, processes, and performance standards.
• Highly proficient with CJS systems.
• Strong verbal and written communication skills.
• Ability to follow policies and procedures.
• Well-developed investigative, problem solving and decision-making skills.
• To work as part of a team to ensure that service standards are met.
• Self-driven with proven ability to manage workload and time autonomously.
• Intermediate Microsoft Office applications knowledge

What Next?

If this sounds like a good match then please submit your Expression of Interest. Please provide a summary outlining your current role, duties and why you are interested in this opportunity. Please ensure you speak to your manager before applying to ensure this fits in with business requirements.You will be contacted Talent Acquisition Partner, to understand more about your application.

Applications close on Friday 19th January'2024.