ROLE STATEMENT. Key responsibilities include:

Transcription

1 ROLE STATEMENT POSITION TITLE: Customer Support Officer REPORTS TO: Customer Support Manager DATE: 27 September 2017 ROLES REPORTING TO THIS ONE: Nil PRIMARY PURPOSE AND RESPONSIBILITIES The Customer Support Officer will contribute to the delivery of an accessible, responsive and flexible frontline service for Murray Irrigation customers, community members and stakeholders. The position entails more than just frontline customer service working in a high volume, fast paced environment responsive to customer need and company and industry changes. You will be required to analyse and work through customer issues in a responsive and effective manner coupled with providing network support through various software programs. Working with the Customer Support team you will respond to enquiries and support the network through the operation of the water ordering and distribution system, water account management and operation of the water exchange. The role demands multi-skilling, adaptability and ability to meet ongoing conflicting demands. Success will be measured by the integrity of data, timeliness, improvements to service delivery and ultimately customer satisfaction within Murray Irrigation. Key responsibilities include: - Provision of frontline services for a broad range of customer business requirements with the company - Operation of the company s Water Exchange - Operation of the water ordering and distribution system - Network support for the tasks and software systems utilised by the Customer Support team - Water account management - Participation in safety activities and processes Role Statement - Customer Support Officer Page 1 of 6

2 ROLE SPECIFIC KEY RESULT AREA WEIGHTING GOALS AND MEASURES 1. Frontline Services 55% Deliver frontline services, across the three customer centres, in a manner which is both welcoming and inclusive to meet the objectives and principles of Murray Irrigation s Customer Support Framework # Positive feedback from customers # Number of complaints received regarding customer interactions Utilise a varied range of software systems to provide a responsive and informed service to customers, effectively answering and resolving a wide range of enquiries # % of interactions resolved at the point of contact Undertake the operation of the Water Exchange to facilitate the buying and selling of tradeable products. Including processing applications, trade transactions, responding to enquiries and reporting requirements # Water Exchange operations are delivered within the rules and timelines of the Exchange Utilise and champion the use of the company s Customer Information Recording & Action System (CIRAS) # All interactions are appropriately entered into CIRAS Undertake other projects and tasks, as requested, to support the operations of the broader Customer Operations team and provide an improved and seamless customer service # Expected project outcome measures and timeframes are met Role Statement - Customer Support Officer Page 2 of 6

3 2. Network Support 40% Utilise and operate the Demand Management System to manage and meet the needs of customers water delivery requirements, including liaison with Water NSW and Murray Irrigation Water Operations and Field Services teams # Accuracy & integrity of data in the Demand Management System Undertake water account management tasks including amalgamations, subdivisions, merges and consolidations # Accuracy & integrity of data in the Demand Management System Provide support to customers to understanding and operate their water account including internal & external transfers of annual allocation and delivery entitlements # Accuracy & integrity of data in the Demand Management System Produce, review and analyse reports, records and data on the operations of the demand system as required # Reporting timeframes met with high level of data integrity Assist in writing procedures and implementing same to eliminate key man risk and support the functionality of the Customer Support team # All key tasks are documented and understood by the team Assist in the maintenance, reporting requirements and analysis of the Customer Information Recording & Action System (CIRAS) # Reporting timeframes met and CIRAS data meets expected guidelines Be an effective and constructive member of the Customer Support team contributing new initiatives and feedback to enable continuous improvement of networks and services provided # Engagement at Toolbox meetings and other team & company activities Role Statement - Customer Support Officer Page 3 of 6

4 3. Safety 5% Be accountable for personal safety and that of others by complying with relevant legislation, company policies, codes, documents and procedures # All WHS training provided is undertaken Actively contribute to the Company s WHS system through interacting with the Customer Support Safety Schedule activities # Targets from Customer Support Safety Schedule are met Identify and report any safety issues, concerns or incidents in-line with Murray Irrigation WHS policies # Timeliness of reporting BEHAVIOURS KEY RESULT AREA GOALS 1. Safety Puts safety first when making decisions Follows procedures and reports timely and accurately on safety incidents and alerts Participates in promoting safety and improving safety processes Identifies and reports hazards 2. Customer Focus Proactively considers customer needs and follows through (internal and external) Consults first to understand possible impacts to customer Ensure interactions with customers are welcoming and inclusive Acts in a positive manner and portrays the company positively Takes early and appropriate action to overcome problems arising 3. Teamwork and Self- Overcomes challenges to deliver outcomes Management Solution focused and self-driven to achieve results Identifies areas of personal development and works towards improvement Consults and collaborates with team members to solve problems Tailors communication to the situation and needs of the team Embraces and assists others to adapt to change while building enthusiasm Role Statement - Customer Support Officer Page 4 of 6

5 Internal Customer Support Manager Customer Operations Department staff Finance Department Other Murray irrigation staff KEY RELATIONSHIPS/INTERACTIONS External Murray Irrigation customers Community member and stakeholders Service providers WaterNSW KNOWLEDGE, SKILLS & EXPERIENCE REQUIREMENTS Essential Aptitude in delivering a customer focussed service which is responsive to change and meets customer s need positively Effective interpersonal and communication skills, including negotiation skills, for dealing with a wide range of customers and staff Demonstrated experience of working in a supportive team environment Ability to be multi skilled, problem solve and show initiative and self-motivation Willingness to multi task and be flexible to provide a reactive service to meet customer needs Ability to learn new systems and build industry knowledge quickly Current drivers licence Desirable: Knowledge and understanding of Murray Irrigation s operating environment Knowledge and understanding of Workplace Health and Safety responsibilities and implementation in the workplace Role Statement - Customer Support Officer Page 5 of 6

6 Operating Expenditure: Nil Capital Expenditure: Nil Total Expenditure: Nil POSITION DIMENSIONS SIGNATURES: We certify that the content of this role statement is accurate: Position holder: / / Executive Manager: / / Role Statement - Customer Support Officer Page 6 of 6