Verified Job
Customer Support / TeleCaller
Client Service Officer
Customer Support / TeleCaller
#34205
Remote / WFH
Queensland Government
Job Description
Your key accountabilities
The core capability requirements for this role are:
- Provide prompt, consistent and courteous client service via telephone, email and intranet in line with Service and Policelink policies and standards.
- Be an agile communicator and apply critical thinking to ensure each call is directed to the correct resolution type and assigned the correct priority code.
- Identify and manage client needs in a timely manner via effective questioning, negotiation, and conflict management in accordance with relevant service benchmarks.
- Support the QPS Prevention Together Strategy through accurate recording of offence and intelligence reports and dissemination to the relevant Districts.
- Application of the Queensland Police Service demand management framework (SOLVE) to request allocation of Police resources for incident response.
- Adhere to information security procedures to safeguard the confidentiality and integrity of sensitive information.
- Develop effective working relationships with internal and external stakeholders and contribute to a positive workplace culture.
- Apply problem solving and analytical skills to maintain and improve customer service standards and to contribute to Policelink business improvement and business goals.
- Contribute to the development and implementation of improved work practices.
Role Requirements
Mandatory
- Appointees will be expected to participate in a 24-hour,7-day roster with work equating to 36.25 hours per week. Shift penalties apply. Initial appointment will be on a temporary basis whilst the appointee undergoes a training course of 20 weeks duration. Subject to satisfactory completion of the training program, including assessment of performance, behaviour and conduct. The appointment will then then be affirmed.
Other
- Through the nature of your work in this role, you may be exposed directly or indirectly to sensitive matters and materials which could lead to vicarious trauma. We support employees who are impacted by their work through the availability of the Employee Assistance Program (EAP).
You should consider the above information and your personal resilience and coping strategies to sustain working in environments that may expose you to traumatic events and/or material. Please refer to the Policelink Applicant Kit for further information on how to apply for the Client Service Officer role.
Applications to remain current for 12 months.This work is licensed under a Creative Commons Attribution 3.0 Australia License.
The core capability requirements for this role are:
- Provide prompt, consistent and courteous client service via telephone, email and intranet in line with Service and Policelink policies and standards.
- Be an agile communicator and apply critical thinking to ensure each call is directed to the correct resolution type and assigned the correct priority code.
- Identify and manage client needs in a timely manner via effective questioning, negotiation, and conflict management in accordance with relevant service benchmarks.
- Support the QPS Prevention Together Strategy through accurate recording of offence and intelligence reports and dissemination to the relevant Districts.
- Application of the Queensland Police Service demand management framework (SOLVE) to request allocation of Police resources for incident response.
- Adhere to information security procedures to safeguard the confidentiality and integrity of sensitive information.
- Develop effective working relationships with internal and external stakeholders and contribute to a positive workplace culture.
- Apply problem solving and analytical skills to maintain and improve customer service standards and to contribute to Policelink business improvement and business goals.
- Contribute to the development and implementation of improved work practices.
Role Requirements
Mandatory
- Appointees will be expected to participate in a 24-hour,7-day roster with work equating to 36.25 hours per week. Shift penalties apply. Initial appointment will be on a temporary basis whilst the appointee undergoes a training course of 20 weeks duration. Subject to satisfactory completion of the training program, including assessment of performance, behaviour and conduct. The appointment will then then be affirmed.
Other
- Through the nature of your work in this role, you may be exposed directly or indirectly to sensitive matters and materials which could lead to vicarious trauma. We support employees who are impacted by their work through the availability of the Employee Assistance Program (EAP).
You should consider the above information and your personal resilience and coping strategies to sustain working in environments that may expose you to traumatic events and/or material. Please refer to the Policelink Applicant Kit for further information on how to apply for the Client Service Officer role.
Applications to remain current for 12 months.This work is licensed under a Creative Commons Attribution 3.0 Australia License.
