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.
