Coordinator Customer Relations

Summary about this job

Detail information about job Coordinator Customer Relations. Terms and conditions vacancy

The Coordinator Customer Relations is responsible for the delivery of Council’s customer service strategy, involving the development and implementation of policies, procedures, and program development to ensure delivery of excellent customer service to the Tablelands Regional community.

At a functional level the Coordinator Customer Relations is responsible for and supervises:

• Successful development and implementation of policy, policy recommendations, strategies and programs to support Council’s goals and objectives in relation to customer service.

• Implementation and monitoring the successful operation of Council’s call centre, front line customer service provision and customer interaction requirements.

• Provision of advice, research and direction to Council for the successful development of and implementation of a full service Customer Service Centre.

• Development and implementation of policies, procedures, customer service programs, strategies, systems, processes and standards to achieve excellent customer service across the organisation.

• Development and maintenance of high functioning relationships between the Customer Relations team and operational areas.

• Development and maintenance Council’s Customer Request Management (CRM) system (TechOne P&R) across the organisation as a basis for establishing service standards, performance reporting and improved customer focus.

• Development and implementation of training packages for the organisation for customer service, customer request management and telephone handling processes to ensure excellent customer service provision.

• Preparation and maintenance of TRC documentation for the provision of Council’s after hour services.

• Provision of organisational training in relation to best practice Customer Relations practices as required.