Service Delivery Officer

The Digital Customer (Smart Service Queensland) team within the Department of Customer Services, Open Data and Small and Family Business (CDSB) provides digitally enabled whole-of-government services to the Queensland public through multiple channels including phone, chat, counter and online. This stream brings together technology, development, products, design, engagement, and operations to deliver simpler connected services. As The Service Delivery Officer, You Will

• Ability to work within eligibility frameworks to ensure the provision of initiatives and services in a manner that that maximises benefits to customers within financial and operational constraints.
• Assist in the coaching and development of stakeholders by providing education and information relating to card and concession scheme guidelines and policies.
• Research, analyse and provide advice to others in relation to a range of Queensland Government card and concession schemes.
• Review and assess applications for card and concession schemes to make recommendations regarding applicant eligibility and assistance.
• Create written documentation to support understanding of ministerial and executive correspondence briefs, as well as to applicants providing information on eligibility and application outcomes.
• Manage relevant card and concession schemes, including the regular review and coordination of updates of forms and promotional material relevant to card and concession schemes and programs, to ensure the effective and efficient administration and management of these programs.
• Generate reports including the cards and concessions dashboards as required, to inform decision-making and to track the performance of a range of card and concession schemes.
• Supervise the day-to-day workload of relevant administration staff, including the provision of coaching, identification of development opportunities and monitoring of performance targets.
• Contribute to and participate in delivery of presentations to relevant government and industry forums, with diplomacy and professionalism to ensure that Digital Customer (SSQ) is positively represented.

Applications to remain current for 12 months. Occupational group Administration