Customer Service Officer

Purpose of Role

The role of Customer Service Officer has been created to deliver excellent customer service and experiences to players, participants, clubs and stakeholders. Part of the newly formed Corporate Services team, the function is designed to ensure that any engagement with participants and stakeholders of the game is handled in a consistent way, no matter the geography or discipline.

The Customer Service Officer will provide timely, accurate and efficient information and assistance to the customers of Football Queensland, ensuring high levels of customer service delivery and the provision of a quality customer experience which is simple, convenient and accurate as possible.

The role requires initiative, independent performance of tasks, friendly, effective and responsive communication skills and most importantly attention to detail and accuracy.

Key Areas of Responsibility

• To be the first point of contact for all customer enquiries and support tickets.
• Create a positive relationship in all customer interactions, maintaining a professional and friendly manner and ensuring customer satisfaction as a priority.
• Use a thorough knowledge of system/process information and operating practices to resolve and record customer complaints and escalate any unresolved issues.
• To identify and report any gaps, issues, or opportunities for improvement in FQ's customer service processes and systems.
• To collect and analyse customer feedback and data, and to provide recommendations for service improvement.
• Successfully complete activities as required to support the provision of registration services delivery (such as ITC, refunds and general registration queries) whilst complying with privacy requirements and legislative obligations ensure confidentiality, privacy and integrity of information is not compromised.
• Assist the Customer Experience – Football team in delivery of football services with tasks as required

Knowledge, skills and behaviour required

The position will require a range of personal skills including, but not limited to:

• Strong interpersonal and communication skills with a proven ability to work with a complex and diverse group of stakeholders
• Customer service focus
• Self-motivated with proven ability to effectively prioritise work and manage a number of tasks simultaneously, while maximising the use of internal and external resources to achieve results
• Ability to work with limited direction to initiate procedures, set priorities and manage tasks
• Attention to detail and accuracy
• Strong computer skills including the ability to use MS 365, Teams, Word, PPT, Outlook, Excel and Customer Relationship Management platforms
• The ability to work toward team operational goals, working independently or as part of a team in a collaborative environment
• Proven ability to develop, critically review and a commitment to continuous improvement
• Be a team player
• Must have a blue card (working with children) or be willing to get one