Position Descriptor, Customer Service and Project Support Officer

Transcription

1 Position Descriptor, Customer Service and Project Support Officer Role Title: Reporting to: Direct Reports: Location: Position Purpose Challenges Customer Service and Project Support Officer Customer Service & Technology Manager None Campberdown, NSW To provide an efficient and effective response to enquiries, requests, complaints, compliments and feedback from NRS clients To provide technical support and troubleshooting to NRS clients (current and potential) To provide technical support and advice to internal customers To comply with agreed practice with NRS partners at the Relay Provider The major challenges associated with the role include: Managing competing demands of customer service functions Keeping abreast of technological changes Working within government-imposed performance standards while responding to unpredictable workloads Providing effective complaints resolution in a business environment where NRS cannot control all factors relevant to NRS customer satisfaction Delivery of information and advice tailored to an effective assessment of the needs and constraints of a diverse client base Key Result Areas and Accountabilities 1. Customer Service Provide a frontline customer service accessible to all users and potential users of the NRS by telephone, TTY, , fax and SMS and any other means as they become available in accordance with agreed service practices and procedures Respond to requests through the Helpdesk for general information, specific information sessions and/or training sessions, including referral to appropriate community based services Provide appropriate resources to NRS clients Maintain accuracy and currency of the NRS customer database(s) Provide advice to the management team in relation to emerging customer service issues including complaints Promote and encourage the use of services offered by the NRS to existing and potential users, their families and other intermediaries/stakeholders 1 Page

2 2. Project Support Provide project support and monitoring consistent with the agreed parameters of approved project plans Conduct desk research into specific topics, including data reporting and presentation, with direction from a relevant manager 3. Technical Support Provide technical advice, support and solutions to new and existing NRS users Provide information and advice to internal customers on technical issues and training calls Keep abreast of emerging technologies and service improvements Contribute to the development and maintenance of best practice processes, as well as customer and reference information within the knowledge bank 4. Complaints Handling Receive and record complaints from NRS users Investigate and resolve complaints liaising with the relay provider as required Where appropriate, escalate complaints to Customer Service and Technology Manager 5. Organisational Responsibilities Participate in organisational activities such as team planning, continuous improvement initiatives and team meetings Participate in professional development activities Comply with organisational policies and procedures as varied from time to time Undertake other duties within the scope of this role as directed by your manager. Required Capabilities The Customer Service and Project Support Officer must demonstrate the key Capabilities and Personal Attributes as defined in the attached Capability Framework, as well as the following rolespecific capabilities: Ability to communicate clearly, patiently, calmly and responsively, by phone and in writing Strong problem-solving skills applied to client situations as well as team matters Ability to work well in a small team, taking joint responsibility for service quality Good attention to detail and accurate data entry skills Understanding of technical and/or telco environments. -o0o- 2 Page

3 WWS PERFORMANCE MANAGEMENT SYSTEM NRS OUTREACH CAPABILITY FRAMEWORK HELPDESK CAPABILITY FRAMEWORK PERSONAL ATTRIBUTES ALL HELPDESK STAFF Culturally Aware Respects difference in all its forms Adapts language to aid communication Values diversity as a strength and positively utilises diversity Supportive Encourages others to attain goals and achieve Listens actively and inspires confidence Demonstrates empathy when confronted with adversity Client focused Prioritises needs of clients and intermediaries Aims for best outcomes for clients and intermediaries Is outcome focused Follows through with commitments Positive Has faith in own abilities Is optimistic Remains calm and focused when faced with difficulty Flexible Adapts to changing circumstances in the workplace Prioritises work and addresses what is most important Takes advantage of new and emerging opportunities Self disciplined Manages own time to achieve key outcomes Avoids distraction and diversions 3 Page

4 CAPABILITY FRAMEWORK Level 1 Helpdesk People working at this level do not supervise the work of others; they work under the direction of others and apply their skills to meet established targets or outputs. 1.1 Professionalism 1.2 Communication 1.3 Service delivery 1.4 Program management and policy development 1.5 Change and responsiveness Time management Demonstrates punctuality and meets agreed schedules and timelines Written communication Provides accurate written information using forms, log books and templates appropriate to the task User confidentiality and dignity Respects user confidentiality Complaints handling and continuous improvement Records complaints and assists with reviewing feedback on program outcomes Technology Uses technology and software applications effectively in accordance with task requirements Problem solving Demonstrates common sense, and uses established strategies to solve routine problems Verbal communication Speaks politely and explains issues and information clearly to users and colleagues Diversity Demonstrates sensitivity and respect for diversity and differences in users Contract management Records relevant data in line with requirements Interpersonal skills Demonstrates active listening and asks appropriate questions when dealing with users and colleagues 4 Page

5 Level 2 Helpdesk People working at this level have well developed skills; they may take limited responsibility for the work of others. 2.1 Professionalism 2.2 Communication 2.3 Service delivery 2.4 Program management and policy development 2.5 Change and responsiveness Time Management Manages time and uses tools effectively to assist with planning and organising Interpersonal Skills Demonstrates active listening, empathy, social awareness and emotional intelligence in verbal communications User confidentiality and dignity Respects user confidentiality Complaints handling and continuous improvement Utilises feedback from complaints to improve programs and reviews own performance Technology Supports the use of new technology and develops skills to master new technologies Problem solving Assists with resolution of users and colleagues problems Verbal communication Articulates clear and respectful messages and information to users and colleagues Knowledge of user issues Builds knowledge of user issues and requirements to improve practice Achieving results Ensures clarity of understanding of required work, fulfils program and project responsibilities, and achieves performance targets Multi-skilling Works collaboratively with people from different disciplines and shares skills and knowledge User Outcomes Provides users with high quality service and appropriate referrals Diversity Demonstrates cultural sensitivity and adjusts personal style in response to user differences 5 Page

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