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Service Coordinator

  • Service Coordinator 
  • Service Coordinator experience in CONTACT CENTRE environment is absolute
  • 6 mth Fixed Term Contract


Client Details

A critical public service with a solid reputation for service delivery, our client is located in the heart of the CBD and offer a high performing and dynamic culture. 

Description 

Key activities of this role include:
  • Assistance with co-ordinating multiple service providers to ensure effective service delivery and support service optimisation.
  • Assist in supervision and co-ordination of a small team of rostered case load co-ordinators.
  • Assistance with Service group mailbox, triage of emails and assignment as per process.
  • Part of a team who provide reporting activities on the Service.
  • Participation in process change and communication activities related to the Service.
Core responsibilities as follows:

  • Participate in daily checkpoint meetings
  • Assist in delivery of service adjustments to ensure an efficient and quality service
  • Liaise with service providers
  • Troubleshoot issues
  • Communicate changes in services to service providers, and manage feedback on service changes
  • Work collaboratively with workforce delivering Service
  • Supervise and provide guidance to case load co-ordinators
  • Communicate workforce with internal and external stakeholders.
  • Keep a daily tab of volumes and resources to ensure alignment
  • Triage escalations as required and assign to relevant department 

Candidate profile
  • Contact Centre experience in a similar role a pre-requisite. 
  • 2 years’ experience as a Co-ordinator
  • Excellent Excel skills
  • Experience with a multi-vendor or similar environment
  • Excellent stakeholder engagement skills
  • High level of initiative, flexibility and adaptability
  • Strong co-ordination skills
  • Demonstrated effective time management and prioritisation skills- manage workload and meet the required deadlines and targets
  • Team player with a keen interest in collaborative working relationships
  • Ability to work autonomously


Job Offer

  • Immediate start
  • Critical and purposeful project
  • Working most weekends, however  on a 7 day week roster
  • Managing 4 temps
  • Working in the office mon-fri and wfh on the weekend


 

Contact details - Ashley Duffy - 9195 2953