Job Details
  • Reference374909B_1622164835
  • LocationCanberra
  • Job TypeContract
  • Posted16 days ago
  • ConsultantLeanne Porter

As one of the Australia's largest providers of human resources solutions, Chandler Macleod has a proven track record of unleashing potential in people and companies. For over 40 years Chandler Macleod's recruitment business has connected leading-edge projects and employers with outstanding business professionals.

Our Federal Government client is seeking to engage an APS4 Customer Experience Manager on a contract for 3 months with potential extension.

Duties & Responsibilities:

  • Manage complex customer relationships and escalated complex complaints (including complaints from the ombudsman, Royal Commission and OAIC), liaising with internal and external stakeholders to provide a positive customer outcome.
  • Provide written responses to complaints for clearance by executive, in agreed time frames.
  • Provide supervision to the APS 4 and APS 5, including reviewing complaint content, managing agreed time frames and resolving escalated issues for the team.
  • Contribute to the creation and implementation of new My client processes and system changes, through change requests, knowledge base requests and Health IT release changes.
  • Conduct monthly complaint reviews, to ensure complaint management processes are followed by the contact centre.
  • Provide solutions to service-related problems identified through analysis of monthly reports (e.g. CSAT) to the executive, to improve the customer experience.
  • Review root cause analysis on complaint data to determine underlying drivers of performance gaps and service improvements, reporting on monthly trends to executive.
  • Assist in development of executive briefs, senate estimates, the complaints framework and Ministerial correspondence.
  • Prepare and maintain process and guideline manuals for tasks assigned to the team, as required.
  • Ensure the customer complaints, escalations and call out-bound requests are managed and actioned for Client.
  • Oversee the quality assurance and service improvement for client through; complaint call monitoring, CSAT survey analysis, identifying and reporting on trends and contributing to service change requests.

If you feel you are a suitable candidate submit your application by hitting "Apply for this job". Alternatively, you can call Leanne Porter on 02 6268 9926 or email Leanne.Porter@chandlermacleod.com for further discussion.