As one of our Engagement Officers, you will:- Provide high quality customer services by responding to inbound customer enquiries (via calls, emails, web forms and reports) and accurately recording details on relevant databases.- Timely and accurate job creation, data entry including completion of internalquality assurance measures and delivery of information and documentation within team and program KPI's.- Uphold business efficiency and the positive profile of the Program and DPI through effective communication with members of the public, clients, staff, suppliers, and stakeholders.- Outbound calling when required - responding to client enquiries and delivering customer satisfaction.- Use judgement and problem solving when undertaking allocated tasks and nonroutine requests to meet timeframes, competing priorities and quality requirements.- Support the team by providing mentoring and training to new or inexperienced staff.- Acquire and sustain a working knowledge of relevant information systems.- Participate in user acceptance testing, troubleshooting and provide feedback to FAMS or other relevant system upgrades to enhance the efficiency and accuracy of job creation and data entry.- Participate in the continual improvement of operational processes and identify inconsistencies in the application of operational procedures.- Perform administrative support for treatment or surveillance activities, including the generation of appointments/bookings as required.- Export and review reports and data from relevant systems. Collate and order the exported data to be escalated to management for decision-making and/or reporting purposes.You may also have While not mandatory, previous experience in customer service or contact centre operations would be well regarded, along with practical or knowledge of data entry operations.Why join the department?The work we do is widespread and varied, but our people are united by an innate= sense of purpose and a passion to serve their fellow Queenslanders. Our people are talented, down-to-earth and resilient, and the work they do every day fills them with gratification and pride. This is what keeps them coming back.Here are some other reasons why our people choose us:- Have visible impact in your community, and directly contribute to making Queensland a better place to live.- Flexible working options that encourage a healthy work-life balance.- Salary sacrificing options and competitive superannuation.- A variety of fantastic leave benefits, supported across the broader Queensland public sector.- Access to confidential and free counselling for you and your immediate family members through our Employee Assistance Program.- We are committed to preventing violence against women and are proud to be a White Ribbon accredited workplace.Join us and help preserve and protect Queensland's biosecurity. Visit www.daf.qld.gov.au to learn more about us and what we do.Applications to remain current for 12 months.
