Customer Experience Officer (CXO)

VPS2 Customer Experience Officer Work Location: Ballarat CBD Full Time- Fixed Term (12 months), with a view to a 12 month extension Staff will be required to work 7.6 hours per day between the hours of 8am- 8pm
Job Details
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Department: Service Victoria
Work Type: Fixed term - full time
Job Function: Communications, Marketing and Media
Classification: VPSG2
Work Location: Western - Ballarat
Reference: VG/1665591SS
Closing Date: 05-Oct-2022
Salary Range: $55,439 - $71,194
Job Duration: 12 Months
Attachments: PD - Customer Experience Officer - VPS2 .pdf (PDF, 220KB)


Contact: People and Culture Email
peopleandculture@service.vic.gov.au

Position Details

VPS2 Customer Experience Officer (CXO) | Work Location: Ballarat CBD | Full Time- Fixed Term (12 months) | 7.6 hours per day between 8am- 8pm

 

Who we are

Service Victoria is an Administrative Office within the Department of Premier & Cabinet charged with simplifying, improving and modernising essential government transactions and delivering customer service. 

We are working hard to deliver a customer service system around what Victorians want and need, rather than what works for government. We know people want easier access to government transactions, including online options.

We are in our fourth year of operational service and have served more than a million customers.  Their feedback has been overwhelmingly positive with satisfaction rated at around 96 percent.

We are a customer-centric organisation with functional expertise in customer experience, product development, public policy, agile delivery, information technology, service management and corporate governance. 

We have a mature digital services platform of contemporary cloud-based infrastructure, technical architecture and scalable and reusable common capabilities, with real-time integration into agency legacy systems. 


The opportunity

Digital Customer Support team in Service Victoria is responsible for providing support to the Victorian public, agencies and Victoria Government departments for transactions provided by Service Victoria.  The Digital Customer Support team delivers overall business support through ensuring exceptional customer and agency services, provisioning internal and agency accesses, providing subject matter expertise on all areas of supported government transactions, and ensuring digital service delivery through transaction testing, monitoring, incident management, and enhancements. 

Our mission is to provide extraordinary support by applying Service Victoria's customer experience principles that strengthens citizen preference for Service Victoria for government services. We aim to have appreciative citizens & agencies that consider us a valued partner.

As part of this team, this role offers the opportunity for the right candidate to make a significant contribution to high customer satisfaction standards by supporting customers and agencies with their digital journey on the Service Victoria platform, and delivering continuous service improvements in a multi-channel support environment.

Your responsibilities

The core responsibilities of the Customer Experience Officer include:

  1. Deliver outstanding customer service by supporting customers across multiple digital and voice channels, including online/live chat, telephony and email
  2. Work within a dedicated team supporting Service Victoria customers and key Government Departments/Agencies through web chat, case management, outbound calls (where required), testing, training and email correspondence.
  3. Perform applications on behalf of customers via our Offline Channel facility.
  4. Perform document verification and identity verification on behalf of customers using our Offline Verification services
  5. Perform data entry with a high level of accuracy and attention to detail.
  6. Ensure that the digital support needs of Service Victoria customers and other key stakeholders are met in a timely, effective and efficient manner.
  7. Triage, catalogue and follow the support escalation process through to third party providers and other internal Service Victoria teams where necessary.
  8. Support onboarding of new transactions by acting as subject matter experts for customer support processes, and agency business and compliance requirements, administer user acceptance testing, production verification testing, and other tasks as required.
  9. Suggest continuous improvement of our virtual assistant content based on experience from customer interactions.
  10. Contribute to building and maintenance of our knowledge base and training materials.
  11. Support business and agency user administration by assisting with service requests for Service Victoria business application and corporate application systems
  12. Other ad-hoc tasks as required

What we are looking for (Key Selection Criteria)

  1. A ‘customer centric' approach – You are passionate about exceptional customer service, demonstrating the ability to positively relate and provide friendly and helpful support with a strong undestanding of privacy and data security policy.  You have a strong ability to remain calm under pressure.
  2. Service Excellence - Demonstrates a customer first culture and ensure customer expectations are met or exceeded by taking ownership of assigned cases/tickets and striving to track, follow up, and resolve them in a timely manner.
  3. Communication skills – Demonstrates exceptional and empathetic verbal and written communication skills while addressing customer support challenges.
  4. Problem Solving – Ability to seek information needed to solve problems, inspire trust by treating all individuals fairly, identify and proposes practical solutions and act in a manner that is consistent with the the VPS code of conduct.  You are able to demonstrate areas where you have been able to provide innovative solutions to customer problems.
  5. Accuracy – Applies high level of detail and accuracy to customer data entry and communications, demonstrates understanding of the importance of data integrity and reporting.
  6. Technical Skills – Ability to operate a customer relationship management and webchat system, and use a wide range of software applications

 

Desired Skills & Qualifications

  • Previous experience in a customer support-related role supporting multiple communication channels, including live chat and phone support
  • Experience in customer relationship management (CRM) tools (Salesforce experience would be highly regarded)
  • Previous experience utilising Office 365 programs such as Word, Excel etc

What we can offer

You will have the rare opportunity to shape and influence the state's future by joining a vibrant new organisation that is changing the face of government. You will be working within a growing team of enthusiastic professionals with highly skilled leaders in an environment that will support your growth and development. Service Victoria is a diverse and inclusive workplace and is committed to providing flexible working arrangements.

Service Victoria is committed to supporting our employees balance their work and life commitments. All roles at Service Victoria can be worked flexibly. Service Victoria recognises that providing flexible working arrangements is not only important to our employees but also underpins a diverse, inclusive, adaptive and high-performing workforce. The nature and scope of flexible options available for each position will depend on the nature of the role.

We pride ourselves on upholding and demonstrating values of leadership, integrity, responsiveness, impartiality, accountability, respect and a commitment to human rights.

Other Relevant Information

We are an equal opportunity employer and welcome applicants from a diverse range of backgrounds, including people from culturally and linguistically diverse backgrounds, Aboriginal and Torres Strait Islander people and people with disabilities. If you would like to discuss any aspect of diversity and inclusion at Service Victoria please contact the Senior Human Resource Business Partner on 0417 454 363.

We respect people's privacy.  All our team must collect and handle personal information consistent with the requirements of the Privacy and Data Protection Act 2014.

The fine print…

  • Preferred applicants may be asked to provide evidence of their qualifications.
  • Applicants must be an Australian Citizen, Permanent Resident or hold a valid work visa and comply with the 100-point Proof of Identity Check and national police records check
  • Recipients of Victorian Public Service (VPS) voluntary departure packages should note that re-employment restrictions apply
  • Non-VPS applicants will be subject to a probation period
  • All staff must comply with the Code of Conduct for Victorian Public Sector Employees
  • Terms and conditions for department employees are subject to the Victorian Public Service Enterprise Agreement 2020.

To receive this document in an accessible format, please contact Service Victoria's Senior Human Resource Business Partner on 0417 454 363, using the National Relay Service

13 36 77 if required (for more information visit www.relayservice.gov.au)

Additional information 

Pre-employment misconduct screening requirements 

Before a final offer of employment is made, preferred candidates will be required to complete a pre-employment misconduct screening declaration and consent form. Further information on pre-employment misconduct screening requirement is available from the VPSC website

The inherent requirements of this role and intrinsic risk(s) will be considered by Service Victoria in assessing declarations of misconduct in previous workplaces. 
 
Inherent requirements for this position:

  1. Communication
  2. Relational skills
  3. Reflective skills

and is assessed as having a Moderate level of intrinsic risk.

How to apply 

All applications should include a resume, and a cover letter addressing the key selection criteria, unless stated otherwise. Please apply before the advertised closing date via the careers.vic.gov.au website. 


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