Job Function: Regulatory, Governance and ComplianceWork Type: Fixed term - full timeAbout this roleUtilise your operational expertise and oversight to shape the client services function within the newly formed tobacco licensing scheme.Fixed Term, Full Time opportunity until 30 June 2027 to work with a high-performing and passionate team.The Department of Justice and Community Safety is seeking a Senior Client Services Officer to provide a critical role within the Tobacco Regulation Project.About the Business UnitThe Department of Justice and Community Safety (DJCS) provides a range of government programs and services focused on improving community safety, victim services, regulatory services and crime prevention, and building strong collaboration across the justice system.Located in the Integrity, Regulation and Legal Services (IRLS) group, the Tobacco Regulation Project (TRP) has been established to deliver the Government's commitment to implement a tobacco regulation and licensing scheme.About the RoleReporting to the Manager, Licensing, the Senior Client Services Officer will lead the establishment and ongoing management of the client services function.As the Senior Client Services Officer, some of your duties will include:Implementation of the regulator's call centre to support client services operations.Supervision and implementation of high-quality customer service via a centralised phone number and email address.Provision of consistent, accurate information in response to enquiries, and working to resolve issues and complaints in a helpful, professional, and timely manner.About youTo be successful in this role, you will have:An ability to interpret customer enquiries and provide appropriate information based on relevant legislation.Demonstrated expertise and understanding of rostering and workforce planning, inbound/outbound call management, all within a highly customer centric environment.Experience in using a content management system and call management system would be desirable.Qualifications/requirementsDemonstrated experience in a dynamic, regulatory-related environment would be an asset.How to ApplyPlease click the Apply button on this advertisement. Applications should include a resume and covering letter. Attachments can be uploaded in .doc, .docx, .pdf, .txt or .rtf formats.The successful candidate will be required to undergo pre-employment checks which may include a Nationally Coordinated Criminal History Check (NCCHC) and misconduct screening.If you require adjustments to the recruitment and selection process, or require an alternative format to any of the application material, please don't hesitate to get in touch with the contact person listed on this ad.IMPORTANT INFORMATION:CHILD SAFE STATEMENT OF COMMITMENT:The Department of Justice and Community Safety is committed to the safety and wellbeing of children and young people. We seek to prevent harm of any kind impacting children and young people and have zero tolerance for racism, child abuse and inequality. Children and young people's rights, relationships, identity, and culture must be recognised and respected, their voices heard, and their concerns acted upon. We aim to foster a culturally safe, child safe and child friendly environment for all children and young people we have contact with, deliver services to, or are impacted by our work.
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