Demonstrated knowledge of quality assurance programs and ability to successfully implement these across multi channelsDemonstrated experience developing and implementing internal policies and procedures and ability to produce high standard of reports within strict time frameDesign and implement a culture of improvement, including re-engineering and change Proven ability to develop and maintain the Service Centre Operational Policy and Procedures ManualProvide… Show more Demonstrated knowledge of quality assurance programs and ability to successfully implement these across multi channelsDemonstrated experience developing and implementing internal policies and procedures and ability to produce high standard of reports within strict time frameDesign and implement a culture of improvement, including re-engineering and change Proven ability to develop and maintain the Service Centre Operational Policy and Procedures ManualProvide input into the delivery of new products and services from agencies for all Service Delivery ChannelsFoster and maintain positive relationships with key stakeholders to achieve the most appropriate outcomes for the customer and Service NSW Show less

Development and implementation of agency transaction training package for Service NSW frontline employeesFacilitation of specialist technical training Facilitation of Service NSW Service Centre induction training

Leadership of 30 staffPayroll and roster managementEnsuring top quartile customer satisfaction of frontline services

Providing exceptional customer service to NSW residentsProcessing government licensing transactionsDispute resolution/mediation servicesProviding information for consumers via face to face customer service, home building expo's and community information presentations