Job Description

Job Header

Client Services Officer

Advertiser: University of Tasmania3.6 out of 53.6 overall rating (45 employee reviews) More jobs from this company

Job Information

Job Listing Date
15 May 2019
Location
Hobart
Work Type
Full Time
Classification
Call Centre & Customer Service, Customer Service - Call Centre

Client Services Officer

Changing the world is not simple. It takes thought, time, persistence and insight. But most of all, it takes something extraordinary. So at the University of Tasmania, we've made the pursuit of the extraordinary a never-ending commitment.

It influences everything we do. The way we teach. The way we research. The way we learn. And the way we live.

Client Services Officer (Call Centre – UTAS Connect)

  • Full-time, ongoing role
  • Based in Hobart, Sandy Bay Campus

The Opportunity

Reporting to the Call Centre Team Leader, the Client Services Officer (Call Centre – UTAS Connect) plays a critical role and is at the centre of student experience and the student-centric service model providing quality reception, client consultation, student information, course information, advice and support services

Key Accountabilities:

  • Respond effectively and efficiently to enquiries primarily by phone but also email and other online means
  • Provide accurate information to clients about student lifecycle related enquires including student administration, academic administration and support service functions via phone, email, CRM and web-based enquiries
  • Achieve the defined level of first-contact resolution rate for all enquiries across the study lifecycle and deliver KPIs
  • Analyse enquiry traffic and feedback from clients to determine root causes and appropriate responses to enhance the client experience.
  • Work collaboratively with the Call Centre team, team leader and UTAS Connect in order to ensure that a consistently high level of service is provided whilst working within tight timeframes, and the team’s KPI targets are met.

Your Application

To be successful in the role, your application will need to demonstrate;

  • Completion of Year 12 and demonstrated Call Centre experience; OR an equivalent combination of relevant experience and education/training.
  • Evidence of excellent interpersonal, verbal and written communication and reporting skills, the ability to contribute to a positive customer focussed culture and the ability to remain calm and focussed when working under pressure.
  • Demonstrated experience in customer service delivery including enquiry case management and problem solving; and capacity to show clients empathy, and exercise judgement around more complex and sensitive issues.
  • Demonstrated ability to provide feedback on trends, and qualitative data; assess system efficiencies and communication platform effectiveness, identifying areas for improvement; and contribute to the development of strategic responses.
  • Ability to work flexibly in responding to changing work priorities, independently and within a team environment; plan and prioritise workflow to meet deadlines and to work with competing demands.

Remuneration

Appointment to this role will be at HEO 4 and will have a total remuneration package of up to $77,390 comprising base salary within the range of $60,924 to $66,146 plus 17% superannuation.

How to Apply

  • To apply online, please provide your resume, cover letter outlining your suitability and motivation for the role, and your responses to the position/selection criteria
  • For further information about this position please contact Adrian Reader, Team Leader - U Connect Call Centre, Adrian.Reader@utas.edu.au / (03) 6226 8583
  • Please visit http://www.utas.edu.au/jobs/applying2 for our guide to applying and details on the recruitment process.

Applications close Monday, 3 June 2019. 11.55pm

 Position Description - Client Services Officer .pdf

Client Services Officer (Call Centre – UTAS Connect)

  • Full-time, ongoing role
  • Based in Hobart, Sandy Bay Campus

The Opportunity

Reporting to the Call Centre Team Leader, the Client Services Officer (Call Centre – UTAS Connect) plays a critical role and is at the centre of student experience and the student-centric service model providing quality reception, client consultation, student information, course information, advice and support services

Key Accountabilities:

  • Respond effectively and efficiently to enquiries primarily by phone but also email and other online means
  • Provide accurate information to clients about student lifecycle related enquires including student administration, academic administration and support service functions via phone, email, CRM and web-based enquiries
  • Achieve the defined level of first-contact resolution rate for all enquiries across the study lifecycle and deliver KPIs
  • Analyse enquiry traffic and feedback from clients to determine root causes and appropriate responses to enhance the client experience.
  • Work collaboratively with the Call Centre team, team leader and UTAS Connect in order to ensure that a consistently high level of service is provided whilst working within tight timeframes, and the team’s KPI targets are met.

Your Application

To be successful in the role, your application will need to demonstrate;

  • Completion of Year 12 and demonstrated Call Centre experience; OR an equivalent combination of relevant experience and education/training.
  • Evidence of excellent interpersonal, verbal and written communication and reporting skills, the ability to contribute to a positive customer focussed culture and the ability to remain calm and focussed when working under pressure.
  • Demonstrated experience in customer service delivery including enquiry case management and problem solving; and capacity to show clients empathy, and exercise judgement around more complex and sensitive issues.
  • Demonstrated ability to provide feedback on trends, and qualitative data; assess system efficiencies and communication platform effectiveness, identifying areas for improvement; and contribute to the development of strategic responses.
  • Ability to work flexibly in responding to changing work priorities, independently and within a team environment; plan and prioritise workflow to meet deadlines and to work with competing demands.

Remuneration

Appointment to this role will be at HEO 4 and will have a total remuneration package of up to $77,390 comprising base salary within the range of $60,924 to $66,146 plus 17% superannuation.

How to Apply

  • To apply online, please provide your resume, cover letter outlining your suitability and motivation for the role, and your responses to the position/selection criteria
  • For further information about this position please contact Adrian Reader, Team Leader - U Connect Call Centre, Adrian.Reader@utas.edu.au / (03) 6226 8583
  • Please visit http://www.utas.edu.au/jobs/applying2 for our guide to applying and details on the recruitment process.

Applications close Monday, 3 June 2019. 11.55pm

 Position Description - Client Services Officer .pdf

Right to live and work

You must have the right to live and work in this location to apply for this job.

Report this job advert

Be careful- Don’t provide your bank or credit card details when applying for jobs. If you see something suspicious .

Share this role

Applications will open the advertiser’s site.