Customer Service Officer
DEPARTMENT Customer Experience
REPORTS DIRECTLY TO Customer Experience Supervisor
REPORTS INDIRECTLY TO Group Customer Experience Manager

1.4 GENERAL RESPONSIBILITIES

• Attend Customer Service Department meetings as required
• Attend one on one meetings with your Manager as required
• Ensure all incidents reported to the Customer Service Department are forwarded to the relevant Department, immediately. You must ensure you obtain all the relevant information including the relevant driver number, job number and client contact number so the relevant Department can follow up the incident accordingly
• Effectively communicate with colleagues and sub-contractors
• Advocate co-operation with other departments
• Ensure that your written and verbal communication with clients, colleagues and sub-contractors is always professional and courteous
• Be logged in to all relevant programmes and ready to handle incoming calls at the beginning of each shift
• Assist with any reasonable tasks requested by your Manager; which may include, but is not limited to, being available for on-call work during peak periods of the year
• Notify your Manager if you require additional training as soon as practicable
• Ensure you use work time and resources for work activities, through limiting personal phone calls, internet browsing and mobile phone usage
• Ensure compliance with Capital Group’s Company Policies at all times
• Ensure compliance with the Work Health and Safety (WH&S) responsibilities as outlined in section 3
• Work Health and Safety (WH&S) Responsibilities
  All staff are responsible for the following safe work procedures and instructions:

2.2 SUPERVISORS ARE RESPONSIBLE FOR

• Providing adequate supervision through technical guidance, training and support to ensure employees carry out their responsibilities in line with CG’s policies and procedures and legislative requirements;
• Maintaining regular communication with employees to identify if there are any issues that could result in a breach to CG policies and procedures and escalating to the Manager and relevant key stakeholders;
• Assisting with any efforts undertaken by the Capital Group to implement initiatives and corrective actions to comply with WH&S and National Heavy Vehicle legislation;

2.3 MANAGERS AND SECTION HEADS ARE RESPONSIBLE FOR

• Ensuring information, training, instruction and supervision is provided to all employees at the point of induction, and cyclically thereafter, so that they can effectively perform their roles and responsibilities in accordance with CG policies and procedures, and legislative requirements;
• Maintaining regular communication with employees to identify if there are any issues that could result in a breach to CG policies and procedures;
• Monitoring internal and external processes to identify risks to the business and developing suitable control measures;
• Identifying and investigating any potential or actual breaches, notifying and consulting with the relevant key stakeholders, implementing corrective actions required for compliance without delay, and ensuring appropriate records are maintained.
  At the Capital Group we recognise our people are the driving force of our success, therefore our process of selection, induction and personal development is our prime focus