Image Support Officer
Pool Ref 20/066
Level 3 $71,896 - $77,717 PSCSAA
Other Conditions
Australian Citizens or Permanent Residents only.
Substantive Equality Statement
Lotterywest and Healthway are an equal opportunity employer. We embrace diversity and encourage applications from a diverse field, including Indigenous Australians, people from culturally and linguistically diverse backgrounds, youth, and people with a disability which is supported by our Strategic Workforce Plan. If you’re an applicant with a disability please click the attachment below to read about requesting adjustments.
Job Description
Reporting to the Senior Compliance Officer, the Image Support Officer contributes to the coordination and administration of systems and processes to achieve optimum retail brand representation, and quality standards across a diverse retail network. The Image Support Officer role is responsible for assisting in the development of a proactive compliance program that ensures Lotterywest’s retail image standards and specifications are being met. The role has the following key areas of focus:
- Outstanding customer experience
- Governance and compliance
- Customer relationship management
- Effective customer issues management
- Continuous service improvement
- Data analysis and reporting
Key Responsibilities:
- Contributes to the development, review and implementation of processes and work instructions to manage the compliance of retail image standards across the network
- Provides professional, effective and high quality services to customers and key stakeholders through multiple communication channels and technology systems
- Undertakes the evaluation, improvement and development of processes to support innovative, contemporary and customer focused service and support initiatives
- Escalates appropriately and effectively resolves issues affecting retailers and other stakeholders in line with Lotteries business processes and outcomes
- Contributes to the continuous improvement of the services of the team to both internal and external customers and stakeholders
- Maintains accurate and complete records of all customer interactions and transactions
- Identifies, analyses and reports on retailer issues and trends
- Undertakes the composing and distribution of a range of communications including email responses to retailer enquiries and scheduled online communications to engage retailers
- Develops positive and effective relationships with relevant internal and external stakeholders to support and improve quality service delivery
- Undertakes other duties as required
Mandatory/Special Role Requirements
Police Clearance
Selection Criteria
1. Demonstrated knowledge and experience in coordinating and administering systems and processes to achieve optimum retail brand representation and quality standards across a diverse retail network
2. Demonstrated experience in providing customer service and support to a diverse customer base across multiple channels
3. Demonstrated ability to work independently and make recommendations in the development, review and implementation of business processes and procedures
4. Good interpersonal and communication skills with the ability to develop and manage relationships with internal and external customers and work collaboratively to achieve business outcomes
5. Good data analysis and reporting skills
For Further Job Related Information
Enquires about the role can be directed to Anina Bubek, Senior Retail Compliance Officer on 9488 6347.
Application Instructions
Please download the job pack below and refer to the job pack for instructions on how to apply.
Suitable applicants may be considered for future similar employment opportunities during the next twelve (12) months at Lotterywest.
ATTACHMENTS: -
20 066- lotterywest job pack pool.pdf
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applicants with a disability.pdf
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applicationform_647595.pdf
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applicationquestions_647595.pdf
You can view and print these PDF attachments by downloading
Adobe Reader.
WORK TYPE: Fixed Term - Full Time
LOCATION: Subiaco
CLOSING DATE: 2020-10-01 9:30 AM (YYYY-MM-DD)