Operations Officer

at Service NSW
Location Sydney, Australia
Date Posted September 19, 2020
Category Other
Job Type Full-time
Send Resume at csrecruitment@customerservice.nsw.gov.au
Salary $90661 - $106888 p.a


Operations Officer Service NSW location Sydney. Salary $90661 - $106888 p.a.

Salary: Base full-time salary range of $90,661 - $106,888, plus employer's contribution to superannuation and annual leave loading. Location: Sydney CBD (McKell Building, Haymarket). At Service NSW our vision is to be recognised as the distinctive leader in the provision of government services to the citizens of New South Wales, and we are passionate about delivering a positive customer service experience.

The Service NSW team is ever growing and committed to making a difference. Our work is continually calibrated against core values of passion, teamwork and accountability to ensure our focus is always on the customer. Our agency is passionate about delivering first-class customer experience to all citizens across NSW.

About the role on a day to day basis, this role will be the key operational contact for partner agencies and will be responsible for overseeing transactional compliance for Service NSW and partner agencies, to enable the delivery of a quality customer experience. The position also provides support for frontline channels and monitors quality and compliance trends through data analysis and quality assurance programs.

Key responsibilities ensure resolution of outstanding customer transactional issues in a timely manner. Capture, track and monitor tends in transactional compliance through data analysis - address identified errors/issues and feedback, and enhance service delivery. Prepare high level reports for a range of audiences to support informed decision making and planning. Contribute to the design and implementation of continuous customer service improvement initiatives, to embed a strong customer service culture at an optimal cost.

Provide input into the delivery of new products and services from agencies for all Channels - ensure they meet service delivery standards and drive customer outcomes. Represent Service NSW at agency meetings to discuss emerging issues and ways forward and to identify potential enhancements or improvements to policies or procedures.

To be successful you will have strong communication skills - written and oral. Ability to manage and maintain positive relationships with key stakeholders - internal and external, across levels. Problem solving attitude. Attention to detail to achieve high levels of work performance and compliance. Demonstrated experience in supporting policy changes and process improvements. To learn more about this opportunity please refer the attached Role Description. Your remuneration SNSW Grade 7/8 - The package includes the base full-time salary range of $90,661 - $106,888, plus employer's contribution to superannuation and annual leave loading.