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Director Customer Experience
ACT Government, n Capital Territory
The Director Customer Experience Delivery is responsible for leading a small team to activate Transport Canberra’s Customer Strategy whilst also overseeing delivery of a quality day-to-day customer service to Transport Canberra customers. The Director Customer Experience Delivery will leverage data and insights, be responsible for implementing new technologies, drive operational problem solving to meet customer needs, implement our customer service strategy, and build cross-functional partnerships to deliver meaningful customer-centred solutions.They will work with Transport Canberra and City Service’s (TCCS) central Strategic Policy and Customer Branch to embed design principles and policies which operationalise and bring our Customer Strategy to life, as well as directly delivering customer service.You are tertiary qualified with a passion to drive positive customer-led change in an organisation and looking for an opportunity to be part of an opportunity to bring teams together in a cohesive way, driving engagement, and optimising processes and frameworks to deliver on TCCS’s vision.As a senior leader within TCCS, you will be expected to inspire, energise and positively influence team and individual outcomes. The role is responsible for supervising, managing and motivating a team and providing appropriate support and guidance. Effective employee engagement skills are a key enabler in the performance of this role as is a value‑based leadership style.This position requires a leader with a strong, considered and engaging people focus to successfully deliver and drive a culture of respect and a desire to achieve customer service excellence. The ideal candidate will possess an innate ability to draw on the right skills in a contextually and environmentally appropriate manner, align team performance and develop capacity to achieve organisational objectives. Model commitment to continual learning, encourage ongoing development and engaging the right people to the right roles. The ACT Public Service supports workforce diversity and is committed to creating an inclusive workplace. As part of this commitment, Aboriginal and Torres Strait Islander peoples, people with disability, culturally diverse people and those who identify as LGBTIQ are encouraged to apply.Current and former Australian Defence Force members are encouraged to apply.Notes: A Merit Pool will be established from this selection process and will be used to fill vacancies over the next 12 months. this position will be utilising a workplace designed for activity-based working (ABW). Under ABW arrangements, officers will not have a designated workstation/desk.
ACT Government, n Capital Territory
Details: ACT NoWaste is looking for a supportive team member who is a self-directed creative thinker with a can-do attitude. The Education Officer is a diverse position with experience in public education, educational developmental stages, marketing, event coordination, and financial administration essential. The position works collaboratively across the NoWaste Branch and other areas of the ACT Government and reports directly to the Assistant Director, Waste Education. The position is responsible for coordinating and delivering a range of educational programs at the award-winning Recycling Discovery Hub (the Hub) targeted at children of all ages, as well as adults.In addition, the position is responsible for the financial administration for the Waste Education and Partnerships team (WEP). Working under limited supervision, this position will play a key role in the WEP team, including:Coordination of educational sessions at the Hub, including managing bookings, designing, delivering and evaluating sessions.Developing, implementing and evaluating marketing strategies for the Hub.Monitoring customer service and work safety standards at the Hub.Supervising a small team delivering educational sessions at the Hub.Creating material to further community engagement and education e.g., video scripts, recycling quizzes, webinars.Coordinate and report on financial information, manage expenditure across the team and analyse financial processes, using financial management Information Technology (IT) platforms.This position may involve some weekend and evening work to attend events as required.The ACT Public Service supports workforce diversity and is committed to creating an inclusive workplace. As part of this commitment, Aboriginal and Torres Strait Islander peoples, people with disability, culturally diverse people and those who identify as LGBTIQ are encouraged to apply.Eligibility/Other requirements: The following capabilities form the criteria that are required to perform the duties and responsibilities of the position.QualificationsBachelor of Education/Bachelor of Teaching is highly desirableA current registration or the ability to gain a registration issued under the Working with Vulnerable People (Background Checking) ACT 2011 will be required.A current First Aid certificate is highly desirable.Current Class C Drivers Licence or equivalent is highly desirable.Skills and Knowledge Capabilities Demonstrated ability and experience in developing, implementing, and evaluating marketing and operational plans.Demonstrated experience delivering engaging and effective education sessions to both children and adults.Ability to work independently and as part of a team, including coordinating the work of a small team.Experience with coordination of financial processes, including the use of financial IT platforms.Demonstrated understanding and commitment to the Transport Canberra and City Services values framework, workplace respect, equity and diversity framework, workplace health and safety best practise and industrial democracy principles and practice.Behavioural CapabilitiesService Commitment - provide high quality service in line with the team’s objectives as per community/stakeholder needs.Service Improvement - suggest new ways of working to continuously improve service delivery.Community/Stakeholder Relationships - work cooperatively with others and focus on achieving the best result for customers and the broader community.Notes: An order of merit will be established from this selection process and may be used to fill future identical vacancies over the next 12 months. Selection may be based on application and referee reports only. This position is based across locations at both the Recycling Discovery Hub and the activity-based working (ABW) Dickson Office Block. Under ABW arrangements, officers will not have a designated workstation/desk.
ACT Government, n Capital Territory
Details: The Strategy, Planning and Policy team is responsible for developing strategies, plans and policies for how public transport services are provided in the ACT in order to meet the Social, Economic and Environmental goals of the Territory. The Policy Officer is responsible for researching, drafting and providing high-quality policy advice on public transport strategic and operational policy. Under limited direction, this includes drafting and consulting on operational policies ensuring that legislative, regulatory and strategic requirements are incorporated, and providing support to the management and oversight of policy and risk management business processes across the Transport Canberra business.Reporting to the Director, Strategy, Planning and Policy, the Policy Officer will play an active role in the creation, maintenance, monitoring, education and implementation of operational policies and advice to senior management and executive groups on the policy and procedural related matters via risk and quality-based approach to the business activities. The position will have direct working interfaces with the operational and corporate areas of Transport Canberra. The ACT Public Service supports workforce diversity and is committed to creating an inclusive workplace. As part of this commitment, Aboriginal and Torres Strait Islander peoples, people with disability, culturally diverse people and those who identify as LGBTIQ are encouraged to apply.Eligibility/Other requirements:Demonstrated understanding of legislation, regulations, policy and procedures.An understanding of public transport or similar field is highly-desirable.Notes: An order of merit will be established from this selection process and may be used to fill future identical vacancies over the next 12 months. This position is designed for activity-based working (ABW). Under ABW arrangements, officers will not have a designated workstation/desk.