Wanted: Driven customer focused individuals with a passion for customer service and continuous improvement.
About the team/business unit
The Registration and Customer Service team focus on delivering quality and timely information to our stakeholders and customers, while registering and securing all land transactions in Western Australia in the State's Land Title Register for all private and state-owned land. We focus on delivering customer service across multiple channels and sites, to those who seek to do business with Landgate; while assisting the Registrar and Commissioner of Titles to maintain the integrity of the Land Titles Register and meet the needs of our community, government and industry customers, at a local, State and National level.
About the role
We are seeking highly capable and customer-focused Customer Solutions Advisors to support the Customer Service Team in resolving complex customer queries with a strong focus on service delivery and customer satisfaction. This role acts as a key escalation point for technical issues that require a deeper understanding of customer systems, products, and services. You will handle complex customer cases across all business units, including industry escalations related to system functionality and user experience, ensuring timely and effective resolution that meets customer expectations.
In addition to managing escalations, you will coordinate and maintain critical knowledge management practices, standards, and work instructions that support customer service officers and experience consultants. As a subject matter expert, you will contribute to consultative system change processes, ensuring changes align with operational procedures and user requirements. Your technical expertise and leadership will be instrumental in driving continuous improvement and supporting a high-performing customer service environment.
We currently have two permanent full-time vacancies. However, part time arrangements may be considered.
If you would like further information, please contact, Glen Jacobsen, Senior Manager Customer Experience, on 08 9273 7139 or email Glen.Jacobsen@landgate.wa.gov.au (but please don’t send your application here).
About Landgate
Landgate is Western Australia’s land information authority. Through efficient and contemporary land information services, Landgate contributes to WA’s economic security and prosperity. We support our customers through our trusted data and services, which underpin WA land titles, property information and valuations, maps and location-based information. Landgate fosters a culture of inclusion, appreciating unique perspectives and opportunities that a diverse workforce generates. Our shared values help to define the culture of our organisation and highlight what is important to us. We offer a purpose-driven, collaborative, and flexible work environment, with opportunities to advance in your career.
We are committed to increasing First Nations representation across Landgate and creating and maintaining an inclusive and diverse workplace in line with our Reconciliation Action Plan. For Landgate to achieve this, we have applied Section 51 of the Equal Opportunity Act 1984 to this recruitment process. This vacancy is open to all interested applicants however First Nations peoples are encouraged to apply and if deemed suitable, will be prioritised for appointment. What does this mean? See our FAQ for more information. We encourage Aboriginal and Torres Strait Islander peoples to contact Jobs and Skills WA on 13 64 64 for additional resources to support your application.
Landgate is a safe and inclusive workplace that embraces diversity and firmly believes the best results come when varied viewpoints are welcomed and encouraged every day. We encourage people from all diversities to apply and are committed to increasing representation of First Nations people, youth, people with disability, people from the LGBTQIA+ community and people from culturally and linguistically diverse backgrounds. Landgate has achieved White Ribbon Workplace Accreditation.
For more information on our agency, our values and employee benefits, visit our website.
Role Requirements
To be successful in this role, please demonstrate:
- Demonstrated experience in resolving complex customer queries and escalations, including industry-related cases, with a strong focus on service delivery, customer satisfaction, and timely resolution across multiple business units.
- Proven ability to act as a technical escalation point, applying advanced knowledge of customer systems, products, and services to support frontline teams and resolve issues beyond standard procedures, with a focus on identifying root causes and driving continuous improvement.
- Experience in maintaining and enhancing knowledge management practices, including the development and review of standards and work instructions that support customer service officers and customer experience consultants.
- Strong communication and stakeholder engagement skills, with the ability to collaborate across teams, contribute to system change processes, and ensure alignment with operational procedures and user requirements.
Applying for the role
If you don’t want to miss out on this great opportunity, apply now by:
- Submitting a Comprehensive CV outlining your experience and key achievements relative to the position.
- A covering letter of no more than two pages addressing the key criteria as outlined under role requirements. Please use this as an opportunity to tell us about some situations you have experienced that demonstrate these key criteria and the values we are seeking.
Submitting your application
All applicants are requested to apply online. Please select the “APPLY FOR JOB” button at the top/bottom of this advertisement. Should you encounter any problems lodging your online application please contact the Recruitment team at recruitment@landgate.wa.gov.au during business hours (8:30am to 4:30pm, Monday – Friday), prior to the specified closing time.
Eligibility to apply
To be eligible for appointment, applicants must have a valid working visa (for fixed term appointments) or be an Australian citizen, permanent resident, or have a visa to live and work indefinitely in Australia (for permanent appointments).
Other Important Information You Need to Know!
Vacancies will be offered on a permanent basis for the next 12 months from finalisation of the pool. If a similar vacancy in a similar location becomes available in this time, applicants deemed suitable may be considered.
The recommended applicant will be required to complete a pre-employment screening process prior to appointment. This includes provision of a current National Police Certificate that is less than twelve months old, declaration of any previous discipline or misconduct findings or allegations, and the verification of claims made throughout the recruitment process. It is the responsibility of the applicant to incur all costs associated with obtaining a National Police Certificate.
If you have any needs that require adjustments to allow you to fully participate in the application and assessment process, or alternative methods of communication, please contact recruitment@landgate.wa.gov.au.
