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February

Customer Service Officer

THE UNIVERSITY OF QUEENSLAND - St Lucia, QLD

Administration & Secretarial
Source: uWorkin

JOB DESCRIPTION

The Property & Facilities Division (P&F) is responsible for delivering comprehensive facilities operations to the University community by using integrated systems and services to support the University's teaching and learning, research endeavours and strategic objectives. To achieve this, and to further improve the environment in which members of the University community study, work and live, P&F provide a range of services of Campus Operations, Infrastructure and Sustainability, Planning and Property and Project Delivery.

About This Opportunity

Our Customer Service Officers (CSO) are the front line of our service delivery model, tasked with supporting a wide range of stakeholders with queries related to P&F's services. Practically, this will see our next CSO take on responsibilities such as;

  • Answer all incoming customer interactions and correspondence in a friendly and professional manner and meet or exceed all contact centre protocols for all P&F services including Parking, Transport, Maintenance and all other general enquiries, feedback and complaints.
  • Process service, works and scheduling requests, report on maintenance faults, outages, including entering data, issuing relevant permits, job schedules and associated documentation and customer records.
  • Complete various administrative tasks associated with the operation of the Section, such as database entry for various in-house database systems, general word processing, filing and distribution of mail and other administrative tasks as required
  • Perform and contribute to a positive, safe, high performing, fair, equitable and respectful work environment and culture and participate in customer centric projects and initiatives.

Our next CSO will dive headfirst into this fast paced environment, learning a host of relevant software packages (like ARCHIBUS and Oracle CRM, plus others) and swiftly contributing to the continued focus of our team on adaptability, process improvement, and a reputation for customer-centric support.

Our office hours are between 8:30am to 4:30pm, Monday to Friday.

This position is located at our picturesque St Lucia campus, renowned as one of Australia’s most attractive university campuses, and located just 7km from Brisbane’s city centre. Bounded by the Brisbane River on three sides, and with outstanding public transport connections, our 114-hectare site provides a perfect work environment – you can enjoy the best of both worlds: a vibrant campus with the tradition of an established university.

Our Ideal Candidate

You'll have an extensive front-line customer service background, with experience in banking, debt collection, utilities and government services (e.g. Transport, Centrelink, Local government), and call centres being highly relevant to this space. Proven skills in communicating with a wide range of stakeholders, with the ability to not shy away from difficult conversations is key. The ability to swiftly determine the best course of action, and comprehensively communicate that to stakeholders will serve our successful candidate well. You'll be team focused, and adaptable to a variety of situations, environments, and tasks as the function evolves. You'll have a demonstrated ability to manage complex issues and resolve conflicts whilst balancing multiple priorities and ensuring exceptional, professional customer service is delivered across all channels.

You must have ongoing unrestricted work rights in Australia to apply for this opportunity.

We value diversity and inclusion, and actively encourage applications from those who bring diversity to the University. Our Diversity and Inclusion webpage contains further information if you require additional support. Accessibility requirements and/or adjustments can be directed to [email protected].

What We Can Offer

This is a casual position (up to 36.25 hours per week) at HEW level 4.

The casual rate is $43.24 per hour, inclusive of 25% casual loading.

For further information, please review The University of Queensland's Enterprise Bargaining Agreement 2018-2021.

Position Description

512929_CSO_PD.pdf

Questions?

To discuss this role please contact Swathi Kartik (Customer Service Manager) at [email protected].

For application queries, please contact [email protected] stating the job number in the subject line.

Want to Apply?

To submit an application for this role, use the apply button. All applicants must supply the following documents:

  • Resume, and;
  • Cover letter/statement (max. 2 pages), addressing the following points;
    1. What customer-centric service means to you, and;
    2. Your experience in having difficult conversations with customers, and;
    3. An example of a time you created efficiencies by improving a process.

To satisfy pre-requisite questions and ensure your application can be considered in full, all candidates must apply via the UQJobs portal by the job closing deadline. Applications received via other channels (including direct email and external agencies) will not be accepted.

Applications will be reviewed as received. Candidates may be interviewed prior to the job closing date. We encourage candidates to apply as soon as possible. The University of Queensland reserves the right to close this application process early.

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