Customer Engagement Traineeship
Service NSW need passionate Trainee Digital Service Representatives, to complete a National Qualification in Customer Engagement in Parkes.
Summary about this job
Customer Service - Customer Facing
Company: HVTC Southern Tablelands
Location: Dubbo & Central NSW
Work type: Full Time
Salary: n\a
Phone: +61-3-3052-1849
Fax: +61-8-6880-3826
E-mail: n\a
Site: n\a
Detail information about job Customer Engagement Traineeship. Terms and conditions vacancy
- July 2018 commencement
- Earn while you learn
- Located in Parkes
Service NSW are seeking passionate and customer-focused applicants for Trainee Digital Service Representatives, to complete a National Qualification in Customer Engagement in Parkes.
About Service NSW
Service NSW is an award-winning NSW government initiative delivering improved one-stop services for government customers. Service NSW has been shaped by our customers – who want easier and more online access to government services and a single point of contact.
Service NSW delivers more than 800 transactions – including driver licences, birth certificates, Seniors Cards and Fair Trading licences through one digital service, one phone number and a network of one-stop shops.
About HVTC
HVTC is an expert in the employment and training of apprentices and trainees in the local region. We are well equipped to support the regions diverse range of industry.
HVTC, is Australia’s oldest Group Training Organisation (GTO) and one of the largest. HVTC is a not-for-profit organisation with an independent Board of Directors and operates from ten regional branches across NSW. The company has employed and trained more than 20,000 apprentices and trainees over the past 35 years.
About the role
Service NSW is a customer focused organisation, passionate about delivering a great customer experience, every day in every way. Their mission is to simplify the way customers do business with government and to transform their customers’ experience through excellent service and quality at an optimal cost to serve.
The primary purpose of this role is to be the first point of contact for the Service NSW digital experience in service centres and ensure the provision of high quality service to customers
Your duties during the traineeship may include, but are not limited to;
- Create a positive relationship in all interactions maintaining a professional and friendly manner and ensuring client satisfaction as a priority.
- Provide timely, accurate, effective and high quality customer service consistent with Service NSW standards and business requirements
- Deliver great customer experiences through the use of on-line technology.
- Promote the customer use of technology for their business transactions
- Identify the purpose of the customer visit and assist with digital queries appropriately.
- Refer customers to appropriate area for assistance with their enquiry.
- Deal effectively with enquiries and complaints from customers.
- Develop and maintain a sound knowledge of information resources particularly in the digital space.
- Contribute to improving the efficiency of work processes and the implementation of changes in the workplace.
- Make a positive contribution to the team environment.
Service NSW & HVTC value diversity in the workplace. Candidates with a disability and/or from an Indigenous background are encouraged to apply.
Selection Criteria
- Ability to provide high quality customer service in a fast paced environment
- Excellent verbal and written communication and interpersonal skills
- Commitment to full term of the traineeship and study requirements
- Intermediate experience using technology (computers/telephones/software packages)
- Strong time management with ability to prioritise duties and multitask
- Confidence to handle challenging situations and resolve enquires in a calm and focused manner
- Flexible and adaptable during times of change to contribute to the team's strategic goals.
- Willing to provide a current Working with Children Check
- Successfully pass a National Police Check.
How to Apply:
To be considered for this opportunity, YOU MUST complete ALL aspects of the application process.
Interested applicants MUST attach a copy of their current resume and cover letter addressing the above selection criteria for your application to be further considered.
Recruitment Process:
The process will include several stages and may include submitting an online application, responding to email requests to undertake online testing, interviews, reference checking and pre-employment medicals. Prompt response to emails and phone calls will enable us to move through the process in a timely manner. Applicants should regularly check the nominated email account and respond to missed phone calls and voicemail messages.