Customer Service Advisor

at  Department of Education

ABOUT THE DEPARTMENT

The department provides a wide range of learning and development support and services.
The department provides policy leadership, plans for the future of education in Victoria and leads key cross-sector collaboration. The department plays an important system steward role by providing support, guidance, oversight and assurance across early childhood and school education systems, as well as directly providing school education and 50 new early learning centres.

KEY ACCOUNTABILITIES:

Develop and maintain reporting frameworks to support data-driven decision-making, leveraging tools like Power BI to analyse customer service and quality assurance performance and identify opportunities for improvement.

• Generate reports and insights from customer service data, presenting findings to leadership to guide strategic planning and enhance performance.
• Monitor and evaluate customer service data to identify trends and opportunities for optimising service delivery.
• Contribute to long-term strategies for customer service excellence by recommending data-driven initiatives and process improvements.
• Act as the first point of escalation for complex customer service enquiries, resolving issues while maintaining professional communication with stakeholders.
• Document, track, and analyse escalated enquiries to identify systemic issues and inform policy or procedural updates.
• Provide timely and professional responses to escalated phone calls, emails, and other communications, prioritising high-stakes or urgent matters.
• Support the implementation of complaint management policies by tracking and reporting on escalated cases to enhance resolution processes and outcomes.
• Collaborate with team members to streamline workflows, ensuring efficient management of escalations aligned with organisational priorities.
• Participate in stakeholder meetings to align on service expectations, address recurring issues, and improve customer satisfaction.
• Maintain a focus on continuous improvement by reviewing and enhancing customer service policies, strategies, and systems.

All VSBA staff have a shared responsibility to meet the same service standards outlined in the VSBA Customer Service Charter. Our goal is to make every interaction with the VSBA a positive one for our customers, colleagues and key partners regardless of our individual role or team.

The Customer Support Advisor plays a key role in enhancing the strategic planning of customer service and quality assurance data and reporting frameworks. The incumbent will collaborate closely with team members to utilise critical thinking and problem-solving skills to identify opportunities for improvement in existing reporting frameworks. This includes streamlining processes and leveraging automation tools to increase efficiency and accuracy. By harnessing data insights, the Advisor will contribute to enhancing service delivery and informing decision-making processes. Additionally, this role engages with a variety of stakeholders to deliver exceptional customer assistance, providing timely support and offering high-quality service solutions to resolve enquiries effectively.