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.
