(KQ-114) | Customer Management Officer

(KQ-114) | Customer Management Officer

15 Sep
Department of Education, Skills and Employment
Australian Capital Territory

15 Sep

Department of Education, Skills and Employment

Australian Capital Territory

- APS Level 3 & APS Level 4

- Canberra, ACT

- $65,258 - $75,918

The role of the Customer Management team is to liaise with customer agencies on escalated issues, Memoranda of Understanding (MoUs), the Corporate Services Catalogue, invoicing reconciliation and Technology and Services Division (TSD) communication relating IT and Property planned/unplanned outages, upgrades and projects.

Both positions play a vital role within the Customer Management Team, working in a small team responsible for delivering high-quality customer services and will be required to assist with:

• MoU Management and enquiries • Customer relationship management and stakeholder engagement

• Onboarding new customers

• Issue escalation

• Communication planning, messaging and channel management for TSD services

• Corporate Services Satisfaction Survey

• TSG Rewards and Recognition framework

• Projects

• Ongoing administration and review of the Department’s Corporate Services Catalogue.

• Invoicing reconciliation

These roles work with multiple leaders across the division to provide support to 30 customer agencies. We are looking for two team members who are passionate about customer service and can work collaboratively with a range of internal and external stakeholders. The successful applicants will need to be able to establish and lead meetings and communicate with different audiences with regards to preparing MoUs, written communications and strategies, executive messaging, committee briefs, project communication plans etc. Both applicants will be required to demonstrate they can work within the APS work level standards for the level applying for.

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