Senior Customer Experience Consultant - Perth, Australia - Health Support Services

Description

Hello, are you... An innovator? A problem solver? A team player? A customer focused thinker? Committed to helping others? Interested in contributing to the health of all Western Australians?

We are seeking an enthusiastic and suitably experienced person for the role of Senior Customer Experience Consultant.

This is an exciting time for HSS and we're looking for adaptable, motivated, and resilient people to join our growing team.

Before you read this job ad, please note, HSS can make reasonable adjustments to allow you to fully participate in the application and interview process. If this is relevant for you, please refer to the contact details under the 'Application and Interview Support' section of this job ad.

About HSS

As the Western Australian Government agency providing shared services to the state's public health system, we provide a suite of financial, ICT, procurement and supply, and workforce services to more than 50,000 employees across WA's public health services and hospitals.

Put simply, we work behind the scenes to ensure the WA health system runs smoothly.

Whether you work in our corporate offices, at our customers' sites, or at our warehouses Boorda and Jindakoort located in Jandakot - we are one united team of over 1,200 people.

Our vision is to provide great services to our customers, be a valued partner, and support the health of all Western Australians. We seek to achieve this by delivering on our purpose of supporting our customers to provide excellent health care.

Find out more about us

Your new role

This is an "open-ended" recruitment pool and as such the following should be noted:

• This advert closes 4:00pm 19 August 2024. The panel will monitor this recruitment pool for applications, and will assess on a regular basis until this date.
• Suitable applicants will be placed in a pool from which appointments may be made when similar vacancies occur.
• Appointments may be made from this pool until 18/03/2025.

As a member of Health Support Services (HSS) Program Delivery Business Unit, you will be responsible for:

• Coordinating the service delivery and workload of the customer service centre team and managing the timeliness of the responses to enquiries.
• Responding to routine and complex interactions ensuring that matters are escalated the relevant team for resolution.
• Providing coaching to the Customer Experience Contact Centre Team to ensure the provision of high-quality service to the WA health system customers.
• Developing a strong working relationship with the contact centre leadership team, taking a shared customer centric viewpoint to understand and meet our evolving customer requirements.

Please note there will be opportunities for deployments to Metropolitan sites and regional areas across WA Health.

Please view the Job Description Form (JDF) which provides a full statement of duties for the position.

If you thrive in a fast paced, multifaceted working environment, and are eager to contribute to our purpose of supporting our customers to provide excellent health care, we would love to hear from you.

Why join our team

Be part of an organisation that enables you to make a meaningful contribution and positively impact the community in which we live.

We're guided by five values in everything we do at HSS – in the way we work, how we make decisions and the way we behave:

• We put our customers at the heart of what we do
• We value and care for each other
• We promise, we own, we do
• We will find a way
• We make a difference together

At HSS, we embrace diversity and believe that our best services come from a workplace where varied perspectives and experiences are welcomed and encouraged. We are committed to creating an equitable and diverse workforce and encourage applications from people with disability, Aboriginal and Torres Strait Islander people, people from culturally diverse backgrounds, members of our LGBTQIA+ community, women and youth.

HSS is committed to growing our Aboriginal workforce as part of WA Health Aboriginal Workforce Policy. As a measure to achieve equality, Section 51 of the Equal Opportunity Act 1984 applies to this position and Aboriginal and Torres Strait Islander peoples are encouraged to apply

Benefits of working with HSS

In addition to a competitive salary, we offer you a range of benefits, which may include (in line with operational requirements):

• 11% employer contributed superannuation into a fund of your choice.
• Access to generous salary packaging arrangements
• Professional development opportunities and study leave/assistance
• Flexible working and leave arrangements
• Discounts with our corporate partners
• Health and well-being initiatives
• Employee Assistance Program
• Other professional and location-based allowances.

Want to know more?

Please contact Emily Powell, Project Manager directly on if you would like to discuss more about the role and team you'll be working with.

Are you ready to apply?

To be successful with your application, you are required to:

• Provide evidence of your Australian citizenship or permanent residency (to be considered for permanent positions in the WA public sector).
• Undertake a criminal record screening, working with children check (if required for the role), a pre-employment health assessment and integrity check, as part of the appointment process. We may ask referees to comment on your integrity and past demonstration of ethical behaviour.

Application and interview support

If you have any access needs that may require adjustments to allow you to fully participate in the application and interview process, please contact the HSS Work, Health and Safety team.

If you are an Aboriginal person who would like assistance with your application, please contact Jobs and Skills WA on

How to apply

You've heard from us, now we'd like to hear from you.

Submit your application online by clicking the 'Apply for Job' button at the bottom of this page. You will need to provide:

• a cover letter with no more than 2-3 pages that demonstrates you have the skills and experience we are looking for (as outlined in the JDF), with particular focus on the selection criteria (also outlined in the JDF);
• a comprehensive CV that clearly shows your experience relevant to this role; and
• the names and contact details of two (2) professional referees. It is preferable for one of your referees to be your current supervisor or manager.

Please allow plenty of time to submit your application, as late, emailed and proforma applications will not be accepted.

Submitting your application

Your application must be submitted online by 4:00 pm on Monday 19 August 2024. You must have a current, valid email address to apply online and this email address will be used by HSS to communicate with you.

If you experience difficulties while applying online, please contact HSS on select option 2 from the menu options) for immediate assistance during business hours.

As the submission is system generated, any submissions on, or after, 4:00pm cannot be accepted.

Thank you for considering a role with HSS.