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aps5 supervisor (customer recovery).

job details

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    job details
    The Customer Recovery Unit (CRU), in line with the Policy and Complex Case Management Branch (PMB), is responsible for managing a broad range of customer recovery activities on behalf, within a prescribed statutory and service response timeframes.

    The ideal candidate is someone who values the delivery of prompt, empathetic and high-quality customer service which promotes first contact resolution. We are also looking for someone who has a desire to lead and develop a high performing team, is energised by working in a dynamic environment and sees change as an opportunity for the development of themselves and their team.

    The key responsibilities:

    • Supervision and support of a small team of Customer Recovery Officers, including the scheduling of staff and allocation of duties and workload
    • Engage with leadership to support the professional development and performance management of your team
    • Apply and promote first contact resolution in customer recovery interactions, including the processing and assessment of applications of a routine to complex nature
    • Investigation, management and resolution of cases referred by the Foreign Minister’s office or from MP offices, including the drafting of parliamentary correspondence
    • Management of escalated complaints, investigation and case management of customer recovery cases
    • Develop and maintain internal and external relationships and liaise with internal offices, overseas posts, policy or consular passport law section, parliamentary correspondence section and the Foreign Minister’s Office to escalate or resolve cases
    • Inbox management and triaging of a high volume of customer enquiries, including the prioritisation and allocation of cases to APS 4 Customer Recovery Officers
    • Management of the feedback portal and associated reporting
    • Understand relevant legislation, regulations, guidelines, and procedures relating to the issue of Australian travel documents
    • Handling sensitive information with discretion and maintaining confidentiality in line with APS, legislative and departmental requirements

    To be successful, you must:

    • Experience in supervising and coaching a team, case management or customer recovery / dispute resolution, and working with customers in emotionally charged or challenging situations is highly desired.
    • Must be an Australian Citizen
    • Demonstrate attention to detail, autonomy and self-management skills
    • Have the ability to work onsite, due to systems access

    How to apply?:
    If you have the relevant skills and experience, please send an update copy of your resume to daniela.dragovic@randstad.com.au or click APPLY NOW

    At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.

    The Customer Recovery Unit (CRU), in line with the Policy and Complex Case Management Branch (PMB), is responsible for managing a broad range of customer recovery activities on behalf, within a prescribed statutory and service response timeframes.

    The ideal candidate is someone who values the delivery of prompt, empathetic and high-quality customer service which promotes first contact resolution. We are also looking for someone who has a desire to lead and develop a high performing team, is energised by working in a dynamic environment and sees change as an opportunity for the development of themselves and their team.

    The key responsibilities:

    • Supervision and support of a small team of Customer Recovery Officers, including the scheduling of staff and allocation of duties and workload
    • Engage with leadership to support the professional development and performance management of your team
    • Apply and promote first contact resolution in customer recovery interactions, including the processing and assessment of applications of a routine to complex nature
    • Investigation, management and resolution of cases referred by the Foreign Minister’s office or from MP offices, including the drafting of parliamentary correspondence
    • Management of escalated complaints, investigation and case management of customer recovery cases
    • Develop and maintain internal and external relationships and liaise with internal offices, overseas posts, policy or consular passport law section, parliamentary correspondence section and the Foreign Minister’s Office to escalate or resolve cases
    • Inbox management and triaging of a high volume of customer enquiries, including the prioritisation and allocation of cases to APS 4 Customer Recovery Officers
    • Management of the feedback portal and associated reporting
    • Understand relevant legislation, regulations, guidelines, and procedures relating to the issue of Australian travel documents
    • Handling sensitive information with discretion and maintaining confidentiality in line with APS, legislative and departmental requirements

    To be successful, you must:

    • Experience in supervising and coaching a team, case management or customer recovery / dispute resolution, and working with customers in emotionally charged or challenging situations is highly desired.
    • Must be an Australian Citizen
    • Demonstrate attention to detail, autonomy and self-management skills
    • Have the ability to work onsite, due to systems access

    How to apply?:
    If you have the relevant skills and experience, please send an update copy of your resume to daniela.dragovic@randstad.com.au or click APPLY NOW

    At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.