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Snr Mgr Channel Experience & Enablement

Transport for New South Wales - The Rocks, NSW

Customer Service & Call Centre
Source: uWorkin


Company description:
Transport for NSW is the lead agency of the NSW Transport cluster. Our role is to lead the development of a safe, efficient, integrated transport system that keeps people and goods moving, connects communities and shapes the future of our cities, centres and regions.

We are responsible for strategy, planning, policy, regulation, funding allocation and other non-service delivery functions for all modes of transport in NSW including road, rail, ferry, light rail, point to point, regional air, cycling and walking.
We focus on improving the customer experience and contract public and private operators to deliver customer-focused transport services on our behalf.

We also lead the procurement of transport infrastructure and oversee delivery through project delivery offices and industry delivery partners.
Job description:
* Thrive in a large and dynamic organisation that supports flexible working
* Permanent Full time role to work flexibly across NSW.
* Transport Senior Service Manager role with an attractive salary package

About us
At Transport, we’re passionate about making NSW a better place to live, work and visit. Our vision is to give everyone the freedom to choose how and when they get around, no matter where they live. Right now, we’re delivering a $57.5bn program – the largest Australia has ever seen – to keep people and goods moving, connect communities and shape the future of our cities, centres and regions. At Transport, we’re also committed to creating a diverse, inclusive and flexible workforce, which reflects the community and the customers we serve. Find out more about Transport for NSW at https://www.transport.nsw.gov.au/about-us
Our organisation – Transport for NSW – is comprised of nine integrated divisions that focus on achieving community outcomes for the greater good and on putting our customers at the centre and our people at the heart of everything we do.

The Division
The Regional and Outer Metropolitan (ROM) division is focused on understanding the particular needs of regional communities across NSW and delivering customer-centred integrated transport services and infrastructure.

The Opportunity
Customer Service Experience & Planning (CSEP) is a branch within ROM, accountable for uplifting customer service standards and drive better outcomes for the service delivery functions. The role defines customer experience through each channel through channel journey mapping, channel service blueprint, customer chart with a view to creating a more cohesive channel experience for regional customers. This includes necessary preparation for customer channel enablement and support for the channel optimisation work. Develop an appropriate channel strategy based on the proposed model of operation for the public transport cluster that enhances customers’ experience, improves effectiveness and optimises efficiencies across TfNSW customer channels.

About you
We are looking for a driven, motivated and ambitious Product/Channel Manager, who is solutions-focused and passionate about creating engaging integrated solutions for customers. You will be channel (Digital,website,call centre etc) expert with a deep understanding of different channels, always looking at opportunities for enhancements and improvements. A customer–centric approach is what will see you succeed in this role. You will foster an environment across the Branch and its partners that challenges the status quo, encourages new and exciting integrated customer solutions and drives performance in the service of the people of NSW. You’ll have a flair for stakeholder engagement and problem solving.

We’re looking for people who have an affinity for regional NSW. You will be passionate about promoting and enabling a continuous connection with regional NSW to enhance the end to end passenger and freight customer journeys. You’ll be inspired by the opportunity to make regional NSW a better place to live, work and enjoy.

Want to know more?
Please click here to view a copy of the Role Description.
If you’re ready to step into this meaningful and rewarding role, we want to hear from you!

Our Commitment to Diversity
Great people come from all walks of life. At Transport for NSW, we are committed to creating a diverse, inclusive and flexible workforce which reflects the community and the customers we serve. We welcome and encourage applications from all people regardless of age, gender, ethnicity, cultural background, or sexual orientation.

An attractive remuneration package at TSSE Band 1A level will be negotiated with the successful candidate.
When you join Transport for NSW, you become part of a forward-thinking organisation that offers generous working conditions, flexible working options and a real commitment to developing your skills.

To find out more about benefits at Transport for NSW, please click here.

With access to a range of unique government benefits in a flexible work environment like no other and if you are ready to make a real impact, building the future of NSW transport, register your interest today!

Applications close: 11:59pm, 26th May 2021.

For any enquiries, please contact Shweta Chhajer on 0431338630.

To apply: https://transport-for-nsw.contactrh.com/jobs/12217/35486373

The Rocks, NSW

Customer Service & Call Centre


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