The purpose of this position is to provide operational and technical support to the Regional Manager along with provide support and operational direction to the team. Problem solving and the ability to provide high-quality customer focus is also desired.
Job details
Position status: Fixed Term Temporary
Position type: Part-time
Occupational group: Administration
Classification: AO6
Workplace Location: Townsville region
Job ad reference: QLD/588971
Closing date: 16-Sep-2024
Yearly salary: $57313 - $61200
Fortnightly salary: $2196.80 - $2345.80
Job duration: Temporary until 31 March 2025
Contact person: Bill Piper
Contact details:
Access the National Relay Service
Key Outcomes and Accountabilities
The aim of this role is to:
- Provide direct operational & technical support to the Regional Service Centre Manager (RSCM).
- Provide a high level of customer service to consumers, internal clients, stakeholders and industry groups; and where appropriate provide relevant & timely feedback in response to industry & customer inquiries. This may include face to face meetings, contact with customers by phone, email and in person, and the provision of service and support at the regional office front counter.
- Manage, and or where necessary deal with complex or sensitive cases, including but not limited to:
- Disputes (defective building work & Early Dispute Resolution - EDR);
- Claims Management;
- Compliance;
- Regulatory Services (Licensing etc).
- Lead, support & provide operational direction to team. This will include:
- Closing feedback loop in relation to ongoing operational performance of the team;
- Monitoring & reporting on team performance in line with the company charter and various other KPIs and business performance metrics;
- Access & identify gaps in operational performance & knowledge, and report to the RSCM.
- Act as the last point of escalation before the RSCM for all operational matters deemed to be complex or sensitive, or as a result of a direct customer escalation request.
- Where required, provide technical assistance to the team & RSCM in relation to Industry engagement, promotional & educational activities.
- Actively champion & promote the QBCC's core values & behaviours to ensure teams are equipped to provide the best possible customer experience.
Candidate Attributes
- Substantial knowledge of building and construction industry and ability to apply this to matters whilst operating, applying and comprehending contemporary building standards, practices, legislation and codes.
- High level operational guidance and resource management skills supported by a record of achievement in delivering high quality performance outcomes.
- High level communication, interpersonal, negotiation & mediation skills with a proven ability to develop strategic and collaborative relationships.
- Formulate and deliver high quality responses in relation to complex or sensitive issues that may be in a political context, and provide advice at a senior level.
To apply for this opportunity, please submit your resume and a statement of suitability (maximum of 2 pages) outlining your skills and experience relevant to this role.
Further information
We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity .
Please note, this is a 5-day fortnight arrangement. Working days are: Week One - Monday and Thursday. Week Two - Monday, Tuesday and Thursday.
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