Program Manager, Customer Service Improvement
Job No:
AGDSA561
Location:
Adelaide
Closing Date: 11:30pm, Sunday 14th March 2021
Eligibility: Open to Everyone
Location: Adelaide CBS
Classification: ASO7
Salary Range: $101,859 - $110,107
Duration: Up to 12 Months
iWorkforSA Reference: 427515
Are you experienced in delivering complex projects or programs which have an impact on organisational objectives?
Do you have leadership experience in a customer service environment with a focus on changing process and culture to deliver improved customer service standards and customer experience?
About the Opportunity
The Program Manager Customer Service Improvement will be responsible for leading Phase 2 of a defined Program of Work aimed at improving the customer service experience.
The CBS Customer Service Improvement Program aims to:
- Ensure alignment with Best Practice customer service delivery
- Improve responsiveness to customers, consumers and stakeholders
- Facilitate access for Vulnerable and CALD South Australians.
This is a hands-on role, that is required to develop, manage and deliver the defined program in consultation with the business and key stakeholders to ensure quality and timely delivery.
We are looking for a specialised individual who wants to make a serious difference to our business; seeking out innovative solutions, implemented with the right supporting technology, ultimately improving how we do business and service our customers.
The Corporate Services Team, within the Attorney-General’s Department’s Consumer and Business Services (CBS) wants to hear from you if you have:
- Leadership experience in a customer service field with a focus on changing process and culture to deliver improved service standards and customer experience;
- Proven experience delivering complex projects or programs which impact on organisational objectives;
- Experience in stakeholder and staff engagement to achieve buy in and culture change;
- Demonstrated ability to problem solve and identify effective solutions;
- Experience in the development of customer service products including the development and delivery of customer service training;
- Experience in preparing communications (verbal and written), briefings, project reports and minutes, and;
- Strong verbal communication and negotiation skills.
About Consumer and Business Services
Consumer and Business Services (CBS) employs around 200 staff and our primary purpose is to facilitate business, protect consumers and record life events. CBS currently comprises eight branches, with two points of executive oversight.
CBS constitutes a large part of South Australia’s business/consumer regulatory system, and is the regulator for many businesses and professions.
CBS’ strategic goals are to:
- Deliver effective regulation – by ensuring fair markets, safe products and empowered consumers.
- Look after each other – fostering an engaging, positive and healthy work environment.
- Look after our customers – ensuring an informative, consistent and responsive service.
- Find better ways of working – through improved services and information.
For more information about the Attorney-General’s Department and also Consumer and Business Services, please visit https://www.agd.sa.gov.au/ and https://www.cbs.sa.gov.au/.
Click here to download the Job and Person Specification
Click here to download the Job Application Pack
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Special Conditions for Employment
Employment is dependent upon a National Police Certificate clearance that the AGD finds satisfactory. Successful applicants will be will provided further information if an interview is requested. Forms are not to be lodged directly with SA Police (SAPOL) under any circumstances and any fees incurred by applicants in doing so will not be recoverable from the AGD.
- Out of hours work may be required.
- Maintaining confidentiality of AGD and Ministerial information is essential.
Additional Notes
You will be prompted to attach your Curriculum Vitae (CV) and Cover Letter (2 pages) after you have answered the questions below.
For further information about this exciting opportunity that is not covered by this website please contact Eleni Labadas, General Manager, Corporate Services, Consumer and Business Services via 820 49754 or Eleni.Labadas3@sa.gov.au.
All applications must be submitted by answering the questions below and following the prompts in the next page to attach the relevant documents.
You may wish to create your answer in Microsoft Word, then copy and paste into the field of this application form. This will also ensure your answers are not lost if you are timed out of the system.
The Attorney-General’s Department is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion.
Aboriginal and Torres Strait Islander People and people with disability are strongly encouraged to apply.
The South Australian public sector supports flexible ways of working including part-time working arrangements wherever reasonably possible. The sector is diverse and desires to increase in diversity and to create opportunities for more South Australians.
We are committed to making reasonable adjustments to provide a positive, barrier-free recruitment process and supportive workplace. If you have any support or access requirements, we encourage you to advise us at the time of application via the contact above or our website https://www.agd.sa.gov.au/.
Please note: Application intake closes 11:30pm, Sunday 14th March 2021