Senior Program Officer - Customer Services

Description:

As the Senior Program Officer, Customer Service Team, you will:

* Supervise and lead a team responsible for the provision of public facing customer services via phone, email and SMS channels across multiple lines that support the department's employment, small business, and training portfolio responsibilities.
* Manage and lead projects, including the function of DESBT SMS campaigns.
* Provide expert advice to the Customer Service Manager regarding financial auditing of fees, payments and transactions for the Historical Record service as well as providing accurate advice and support on a wide range of complex queries.
* Assist with customer service reviews, including monitoring staff performance and developing strategies to mitigate risks and issues relating to quality service delivery.
* Manage and lead projects, including outbound customer service support campaigns.
* Oversee the operations of the Queensland Apprentice and Trainee Historical Records service, including administering statutory fee collection via an online payment gateway, electronic document search and recovery of records from State Archives.
* Prepare briefs and written correspondence and develop and maintain record management systems and document procedures which meet the department's data collection and privacy requirements particularly as they relate to DCC activities.
* Assist with supporting the use of Customer Relationship Management (CRM) systems, Content Management Systems (CMS), telephony systems, and in-house databases.
* Oversee the graphic design, production and supply of brochures and certificates to support the apprenticeship and traineeship system.

As the Senior Program Officer, Stakeholder e-Transaction team, you will:

* Supervise and lead a team responsible for the processing of training contract transactions, including payments of claims for travel and accommodation subsidies for apprentices and trainees attending training away from the workplace.
* Assist with supporting the use of Customer Relationship Management (CRM) systems, print and post systems, telephony systems and in-house databases.
* Provide expert advice to the Customer Service Manager regarding financial auditing of Travel and Accommodation subsidy payments and transactions, as well as providing accurate advice and support on a wide range of complex queries.
* Oversee and coordinate updates to ICT systems including User Acceptance Testing (UAT) prior to release.
* Work effectively with colleagues and stakeholders to manage expectations, deliver high quality outcomes, brief others, report on performance and create meaningful and accurate records.
* Oversee the operations of the central mailroom for state-wide outbound correspondence for apprenticeship and traineeship administration, including stock control, technology requirements and stakeholder engagement.

We're committed to appointing the best-suited person for each role. This includes considering equity, diversity, respect, and inclusion needs within our agency. We believe that these elements are essential for the success of our team, and we strongly encourage applicants from diverse backgrounds to apply. If you require any reasonable adjustments to fully participate in the recruitment process, please do not hesitate to contact the designated contact for the vacancy.
Ready to make an application? Please read the 'Interested in applying?' section for instructions on how to apply and for information on what you will need to submit as part of your application.
Applications to remain current for 12 months.