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At Football Queensland, we are entering an exciting time for the game of football. We are leveraging the massive success that was the 2023 FIFA Women's World Cup hosted by Australia and New Zealand, while the game in Queensland is embarking on an important journey to reach 50/50 gender parity by 2027. Football in Queensland has recently completed an important reform journey for the game, which will see football taken to the next level.
Our vision is for football in Queensland to be united. For football to be the game of choice, for all, for life.
Football Queensland, as the governing body for football in Queensland, exists to develop and grow the game at all levels by leading and supporting our clubs, volunteers, coaches, referees, and stakeholders to provide exciting and enjoyable experiences for all Queenslanders - anytime, anywhere. Football Queensland also delivers player development pathways and manages the premier football competitions across the state.
As the peak body for football in Queensland, we focus on:
* Uniting football in Queensland
* Making playing and administering football easier, creating efficiencies
* Providing quality and consistent products and services that deliver value for money
* Improving and streamlining governance and management of the game
* Engaging with all members, stakeholders, partners, and government
So, whoever you are, whatever your age, wherever you are from, whatever your story, football has the power to inspire and unite.
Primary Purpose of Role
The Senior Officer – Customer Success will be responsible for delivering excellent customer experiences and services to players, participants, clubs, and stakeholders through our technology platforms. Part of the newly formed Customer Services team, the function is designed to ensure that participants and stakeholders of the game gain maximum value from our technology platforms and have a great experience when interfacing with Football Queensland.
The Senior Officer - Customer Success, in conjunction with the Senior Officer - Competition Systems, will build strong relationships with clubs by mapping the customer journey, understanding their needs, and assisting them through the journey of our systems. The role will provide timely, accurate, and efficient information and assistance to the clubs and participants of Football Queensland, ensuring high levels of customer service delivery and the provision of a quality customer experience which is simple, convenient, and accurate as possible.
The role requires initiative, deep product knowledge, independent performance of tasks, friendly, effective and responsive communication skills, and most importantly attention to detail and accuracy.
Key Areas of Responsibility
* To map the customer journey and plot each club to ascertain system need and support to remove friction.
* Educate clubs and participants with system help through multiple channels.
* Onboard new administrators at clubs and provide assurance frameworks for quick wins.
* Utilise customer service principles in all interactions.
* To ascertain challenges facing football clubs and provide solutions to the Senior Customer Service Manager and GM for assessment and implementation.
* Assist with the completion of activities as required to support the provision of registration services delivery (such as ITC, refunds, and general registration queries) whilst complying with privacy requirements and legislative obligations to ensure confidentiality, privacy, and integrity of information is not compromised.
* Create a positive relationship in all customer interactions, maintaining a professional and friendly manner and ensuring customer satisfaction as a priority.
* Use a thorough knowledge of system/process information and operating practices to resolve and record customer complaints and escalate any unresolved issues.
* To identify and report any gaps, issues, or opportunities for improvement in FQ's customer service processes and systems.
* To collect and analyse customer feedback and data, and to provide recommendations for service improvement.
Knowledge, Skills and Behavior Required
* Strong interpersonal and communication skills with a proven ability to work with a complex and diverse group of stakeholders.
* Self-motivated with proven ability to effectively prioritise work and manage a number of tasks simultaneously while maximising the use of internal and external resources to achieve results.
* Ability to work with limited direction to initiate procedures, set priorities and manage tasks.
* Attention to detail and accuracy.
* Strong computer skills including the ability to use MS 365, Teams, Word, PPT, Outlook, Excel, and Customer Relationship Management platforms.
* The ability to work toward team operational goals, working independently or as part of a team in a collaborative environment.
* Proven ability to develop, critically review, and a commitment to continuous improvement.
* Be a team player.
* Must have a blue card (working with children).
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