Christian Tooze

In this role, I am responsible for:

• Processing complex claims within the family’s space at a high level of efficiency and effectiveness to achieve high-quality customer outcomes.
• Adopting the Digital First approach to maximise the use of digital tools and technologies in my work.
• Supervising online channels with help requests and providing in-person and online support for those within the smart centre.
• Identifying continued improvements in service delivery, and providing feedback to appropriate stakeholders in regard to process flows and workloads
• Assist leadership when required in facilitating meetings and training.
• Addressing customer complaints and mitigated dissatisfaction
• Maintaining accurate records and full compliance with government regulations and agency guidelines.

Key achievements include:

• Selected to champion pilot programs and promote healthy change and challenge within the workplace
• Attended a"Future Leaders" development program which strengthened leadership skills and capabilities
• Played a vital role in the development of the Local Peer Support (LPS) pilot, which has now been rolled out nationally. This pilot resulted in a reduced wait time for technical support (approx. 65% decrease in wait times) which allows for more quality customer outcomes for the whole site.
• I have achieved the rating of ‘fully effective’ in my last three years of individual performance assessments.

I completed a backfill opportunity as a Team Leader within the Moreton Bay Smart Centre. In this opportunity, I was responsible for:

• Leading a team with diverse strengths, managing attendance, providing suitable working arrangements, and empowering those around me.
• Working with the team to identify areas of improvement and devise solutions based on findings.
• Conducting training to promote productivity, accuracy, and commitment to friendly service.
• Evaluating staff performance and providing coaching to address inefficiencies.

In this role, I was a main point of contact for families and other members of the Australian community and deliver service in accordance with legislation, government policy, and Minister’s expectations. My responsibilities included:

• Assisting vulnerable people in the Australian community and educating customers regarding Services Australia's suite of payments and services and assessing each customer’s entitlement.
• Promoting community referrals, processing payments and providing information on Centrelink, Medicare, and Child Support programs and payments.
• Ensuring that I am striving to provide the right information, to the right customer, at the right time. One example is supporting the customer to use our digital channels, as this empowers them to become self-sufficient and have access to the services they need when they need them.
• Engaging with internal and external stakeholders critical to the success of customer assessments.
• Coordinating solutions for a high volume of customer inquiries per day while meeting and exceeding performance quotas.
• Monitored progress toward business goals.