About the team: The team is tasked with assessing, ensuring compliance, and providing payment support for grants, managing phone calls to clients affected by the disaster.
About the role Support and provide information to customers to assist with assessment.
Assist with the supervision of a team, manage resources and assist with escalated issues including complaints, correspondence, documentation, processing and resolution to contribute to the effective operations of the business.
Responsibilities: Responsibilities include undertaking assessments on matters referred to make accountable determinations to facilitate appropriate client/customers outcomes by applying relevant knowledge, legislation, regulations and procedures; providing timely and accurate information and advice to customers on determination outcome of matters referred to ensure a positive customer experience; providing administrative services, respond to enquiries and complete a range of processing activities with accuracy and efficiency to support quality customer service outcomes.In this role, you will support customers with a variety of complex issues, gather and determine outcomes, and communicate these outcomes to the customers.Additionally, you will assist the team leader with daily team management functions.
As a subject matter expert, you will support assessors and the team leader in making complex decisions, provide coaching and training for assessors, and manage daily KPIs to ensure the team meets targets and SLAs.
About you: Self-motivated who can work independently and as part of a team.
Experience in customer service, either face-to-face or over the telephone Experience in disaster fund grants, rebates and vouchers administration is preferable, but not necessary Experience in supporting and/ or leading a team is preferable, but not necessary Experience using and Genesys is preferable, but not necessary If you are interested in this role, please apply now, email ****** or call 02 92698779 At Chandler Macleod, we are committed to fostering a diverse workforce where everyone is welcome.
We encourage applications from Aboriginal and Torres Strait Islander peoples, women, neurodiverse, people living with a disability and the LGBTIQA+ community.
You can read more about our commitment to diversity and inclusion at https://www.chandlermacleod.com/diversity-and-inclusion.