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Convenience Buttons: Time Remaining 12 days

Customer Experience Consultant

Salary: HSO Level G3 $65,744 - $71,913 p.a. pro rata.
Location: Perth
Unit/Division: Health Support Services - Contact Centre
Work Type: Permanent - Part Time, Permanent - Full Time, Fixed Term - Full Time, Fixed Term - Part Time
Position No: Pool Ref 00014670
Closing Date: 2020-10-28 4:00 PM (YYYY-MM-DD)
Attachments: - applicant information package (ascender version).pdf
- customer experience consultant 00014667-00014699 g3 april 2019.pdf

Vacancy Reference 922375

We have an exciting opportunity for you to be part of our values-based, high performing organisation.

Play a pivotal part in our transformation.

If youre a natural collaborator who genuinely cares about the customer experience and is energised working in an agile, fast-paced environment, wed love to hear from you.

This is a recruitment pool for Fulltime/Part time, Fixed term/Permanent opportunities that may arise.

About this opportunity

We are seeking suitably experienced candidates for the role of Customer Experience Consultant. As a member of the Contact Centre, this role will be responsible for providing an excellent customer experience, responding to customer telephone and digital interactions in a timely manner using approved procedures.

To be successful in the role you will be required to:

* Provide an accurate and timely front-line customer service via multi-channels
* Live and be part of a Think Customer First team
* Strive for First call resolution or escalate a call or interaction to the appropriate business unit
* Work effectively under pressure and meet deadlines
* Engage in training and development initiatives to enhance professional development
* Be available to work a monthly rotational roster: 7:24am till 15:52pm, 7:52am till 16:20 pm, 8:22am till 16:50pm, 8:38am till 17:06pm.

About Health Support Services

Health Support Services (HSS) is the shared service centre for the WA health system. HSS provides a suite of services to support WA public hospitals and health services and almost 45,000 WA health staff. Our services include:

* Information, communication and technology services (ICT)
* Procurement and supply
* Workforce services including payroll, recruitment and appointment and workforce data
* Financial services

Our purpose is to Support our customers to provide excellent health care and we want to be known for placing the customer at the heart of everything we do whilst always delivering on our commitments.

Our four values underpin everything we do at HSS and act as principles that guide the way we work, how we make decisions and the way we behave:

* Think customer first
* We promise, we own, we do
* We will find a way
* We make a difference together

We have commenced a major business transformation to establish HSS as a modern shared services organisation and were looking for people to grow our team. It is an exciting time in the health sector and a defining one for HSS. Find out more about us www.hss.health.wa.gov.au

Commitment to Diversity

HSS is a proud member of the Diversity Council Australia, an independent not-for-profit peak body leading diversity and inclusion in the workplace across Australia.

We are committed to creating a diverse and dynamic workplace that embraces and values differences. We value the variety of unique experiences, qualities and characteristics our people possess, which is representative of the customers and community we work within. We encourage people who are representative of the diverse community of Western Australia to apply for this position.

WA Health is committed to growing the Aboriginal workforce as a part of WA Healths Aboriginal Workforce Policy. As a measure to achieve equality, Section 51 of the Equal Opportunity Act 1984 applies to this position. We encourage Aboriginal people to apply for this position. Please identify yourself as Aboriginal in your application if this applies.

Other information for applicants

The Job Description Form (attached) provides a full statement of duties for the position.

If you would like to know more about this position, responsibilities and expectations, please call Gina DSouza, Manager, Contact Centre on 08 6444 5930 for more information about this role.

Suitable applicants will be placed in a pool from which appointments may be made when similar vacancies occur. Appointments may be made from this pool until 30 April 2021.

Employee Benefits: In addition to the great salary, our employees enjoy an amazing range of benefits which may include (in line with operational requirements):

* 9.5% employer contributed superannuation into a fund of your choice. For further information go to: http://www.treasury.wa.gov.au/Superannuation/Employees/Overview/
* Access to generous salary packaging arrangements.
* Professional Development Opportunities and Study leave/assistance.
* Flexible working and leave arrangements.
* Other professional and location-based allowances.

Eligibility: Successful applicants will be required to:

* Provide evidence of their Australian citizenship or permanent residency to be considered for permanent positions in the WA public sector.
* Undertake a criminal record screening, working with children check (if required for the role), a pre-employment health assessment and integrity check as part of the appointment process. We may ask referees to comment on your integrity and past demonstration of ethical behaviour.

How to apply

To apply for this vacancy now, please click here (or apply online at www.jobs.health.wa.gov.au) and provide:

* A comprehensive resume (no more than 3 pages) that clearly shows your experience relevant to this role
* The names and contact details of two (2) professional referees. It is preferable for one of your referees to be your current supervisor or manager.

Please ensure you have saved your documents in one of the following formats .doc, .xls, .pdf, .rtf or .ppt. Please be aware that .docx or .xlsx files are not accepted formats. Please allow plenty of time to submit your application as late, emailed and proforma applications will not be accepted.

Suitable applicants will be involved in candidate testing. It is anticipated that interviews will be held early November 2020.

Lodging your application

Your application must be lodged online by Wednesday, 28 October 2020.

Please note: You must have a current, valid email address to apply online and this email address will be used by HSS to communicate with you.

As the lodgement is system generated, any submissions on, or after, 4:00pm cannot be accepted.

If you experience difficulties while applying on-line, please contact HSS on 13 4 HSS (13 44 77) (and select Option 2 then 4) for immediate assistance during business hours.

Position Title
Customer Experience Consultant

------------

Agency
Health Support Services

Salary
HSO Level G3 $65,744 - $71,913 p.a. pro rata.

Location
Perth

Unit/Division
Health Support Services - Contact Centre

Branch

Work Type
Permanent - Part Time, Permanent - Full Time, Fixed Term - Full Time, Fixed Term - Part Time

Position No.
Pool Ref 00014670

Closing Date
2020-10-28 4:00 PM

Customer Experience Consultant

Government of Western Australia Perth WA 6000

Government of Western Australia

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