Client Relations Consultant

Channel Delivery team within the Department of Customer Services, Open Data and Small and Family Business (CDSB) provides digitally enabled whole-of-government services to the Queensland public through multiple channels including phone, chat, counter and on-line.

This stream brings together technology, development, products, design, engagement and operations to deliver simpler connected services.

The Queensland Government Contact Centre team plays a vital role in helping Queenslander's access and navigate the products and services offered by the Queensland Government. Using phone and messaging platforms, the team provides professional and efficient support for the public.

The Client Relations Consultant role plays an integral role in the achievement of CDSB delivery of quality service to customers relating to registration, driver licensing and industry products and services through voice and messaging channels within a customer contact centre environment.

As a Client Relations Consultant, You Will

• Receive, respond and action requests for customers using multiple platforms, databases and resources to ensure timely and accurate service delivery that is solution focussed while maintaining compliance with policies, practices and procedures.
• Provide prompt, competent, consistent and courteous telephone and messaging information services to customers in accordance with the CDSB's quality standards.
• Ensure a high standard of accurate data entry pertinent to vehicle and vessel registration and licensing systems, driver assessment and vehicle inspection bookings including heavy vehicles, passenger transport, modifications and defective vehicles.
• Support customers with various online service transactions including educating and navigating/trouble shooting the Digital Licence Application.
• Contribute positively in a team environment to foster a culture of collaboration and growth and participate in continuous improvement activities to support the delivery of effective and efficient service operations.
• Participate in learning and development activities to build on skills and knowledge to keep abreast of the evolving environment.