Customer Readiness and Improvements Advisor - Melbourne City Centre, Australia - Department of Transport

Department of Transport
Department of Transport
Verified Company
Melbourne City Centre, Australia

3 weeks ago

Olivia Brown

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Olivia Brown

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Description
About the Opportunity

The role, working with stakeholders and channel leads, is responsible for ensuring DoT and Operator Customer facing channels are adequately prepared to deliver exceptional service.

This is achieved by providing relevant, timely and accurate information enabling the effective handling of all customer impacting activities.

The role is required to develop clear and targeted customer and staff information that supports public transport and road users when they are impacted by change, such as during disruption, timetable changes and ticketing and fare updates.

This role is expected to work closely with stakeholders and DoT Customer facing channels (Call Centre, Hubs, Customer Relations, Digital) to continually enhance the delivery of DoT's customer service experience.

About You

  • High level interpersonal skills including excellent written and oral communication skills
  • Demonstrated ability to develop customer focused communications, translating complex or technical details into easy to understand information.
  • Proven experience in customer focused problemsolving and analytical acumen. Including information gathering, data analysis, and reporting skills to inform decision making and improvement initiatives.
  • Experience operating in high performing team/s focused on continuous improvement.
  • Experience analysing and assessing initiatives that may impact customers, including the delivery of customer impact assessments and recommendations.
  • Experience working in customer readiness or customer communication environments.
(For further detail, please refer to the Position Description included on our Careers Page. (Seek applicants, click on "Apply" to access the PD)
Culture and Benefits

The Department of Transport is committed to building a culture of developing our people to achieve great outcomes for the Victorian transport network.

We are proud of our commitment to flexible work arrangements that support different ways of working, helping employees balance work and life.

We are focused on providing a workplace environment that is rewarding, enjoyable, healthy and productive for all employees, where contributions are valued and recognised, expectations are clear, and treatment is fair and equitable.

How to Apply
Applications should include a resume and cover letter. Applications close 11:59pm on Monday 27 February 2023.

To be considered up to date vaccinated, you must have been administered COVID-19 vaccines as determined by the Australian Technical Advisory Group on Immunisation (ATAGI).

DoT is requiring all staff to be Vaccinated and to have had Booster Vaccination (Triple vaccinated as a minimum).
Failure to comply with this condition of employment will impact your eligibility for employment in this position with DoT.
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