Senior Advisor (Correspondence)

The Customer Service Operations team, part of the Service Centre Operations division within the Department of Customer Services, Open Data and Small and Family Business, is responsible for the governance and oversight of centrally delivered products and services, as well as the direct management of many service delivery functions. The team is committed to applying best practice in transactional and back-office service delivery, with a strong focus on identifying opportunities to streamline and digitise services. As a key member of this team, you will deliver client-focused services by providing information, support and assistance to members of the public and internal/external stakeholders. You will use a variety of platforms and systems to administrate and process transactions in accordance with relevant policies, procedures and service standards.As The Senior Advisor (Correspondence), You WillReview, edit and facilitate executive, ministerial and departmental correspondence, reports and parliamentary requests for Service Centre Operations in line with departmental protocols and legislative requirements.Provide mentoring and guidance to the immediate team as well as regional representatives on current correspondence procedure and style requirements while coordinating the daily workflow of the correspondence responses to ensure compliance with the required timeframes.Undertake research and investigations on issues and provide consistent advice to colleagues in relation to emerging issues, and at times, implement changes to procedures, practices or processes to address these issues.Maintain excellent communication with senior divisional and regional office representatives including by delivering training sessions relating to changes to correspondence practices or reporting requirements to ensure departmental standards are met.Proactively advise the Principal Advisor of any gaps or inconsistencies in departmental processes so that action can be taken to rectify problems or streamline processes.Mandatory Qualifications And ConditionsDue to this role having access to sensitive data, a criminal history check will be undertaken prior to appointment to the role.Desirable RequirementsPrevious experience working with TICA, TRAILS, Service Centre Operations products and services, and/or the Transport Information, Policy & Procedures System (TIPPS) will be highly regarded.Applications will remain current for a period of 12 months.Further informationWe strongly encourage applicants from all life experiences and backgrounds to apply. Please tell us about any additional support or adjustments, such as building access, physical requirements, or assistive technologies, that will better enable you to shine during the recruitment process.The Department of Customer Services, Open Data and Small and Family Business is committed to building a culture that respects, protects, and promotes human rights, inclusion, and diversity in all that we do and the decisions that we make. The department has adopted the Queensland public sector workforce diversity objectives, as set out in the Inclusion and diversity strategy 2021-2025.DocumentsBefore applying for this vacancy please ensure you read the documents below.Occupational group Customer Service/Call centre