Christiane Renata

· Demonstrated ability to make decisions

· Assess and approve new employer registrations

· Assess and approve employer complaints for unrecorded service

· Determine worker and employer eligibility

· Apply clear and concise communication style with the ability to use multiple channels.

· Apply understanding of legislation, policies, procedures and standards to guide decision making

· Demonstrate ability to work flexibly while supporting a team

· Provide education to employers and workers about the scheme and obligations under legislation.

· Deliver unparalleled customer service through prompt and accurate assistance via phone, email, and in-person interactions.

· Expertly address and resolve intricate customer inquiries and complaints with compassion and efficiency.

· Efficiently process workers' and employers' claims and forms for missing service, ensuring comprehensive completion of all required tasks.

· Utilise in-depth knowledge of policies and procedures to offer clients insightful information and guidance based on legislation.

· Maintain precise and up-to-date client information in registers and databases.

· Adhere to work procedures by accurately documenting issues and keeping comprehensive file notes.

· foster a cooperative working environment to promote business goals and objectives and to build strong working relationships within the team and the organisation

· assist in the identification of coaching and training opportunities for the team and provide feedback to the Client Services Team Leader

· monitor email inboxes and respond to escalations from the Client Service Officers

· assist with complaints handling resolution

· mentor, coach and facilitate training with Client Service Officers in technical matters

· analyse data, feedback and insights to improve processes

· ensure adherence with policies, procedures and standards to the provision of customer services in accordance with legislation

· maintain policies, procedures and work instructions that reflect current processes and identify system and business process improvements

· adopt an innovative approach to work practices and processes by being involved in knowledge and information sharing

· assist with reconsideration of decisions process

· be rostered on the phone to take escalated calls

· contribute to the development and commitment to ethical behaviour and QLeave’s corporate values.

· Administer day-to-day tasks with precision

· Efficiently organises the Managing Director's schedule

· Create invoices for court payments relating to elder care

· Facilitate travel arrangements including accommodation and car rentals for officers

· Expertly handles travel reimbursements for officers

· Cover reception in Drug Court during lunch breaks

· Assist in orchestrating impactful internal and external ceremonies and seminars

· Foster innovation, facilitate and manage change, deliver effective and efficient services, provide support to team members dealing with complex issues, and contribute to team outcomes in a high-performing organisational culture for the Contract Cleaning Industry portable long service leave scheme

· Ensure adherence to legislation, policies, procedures, standards, and systems to promote best practices in the services offered by the program.

· Exhibit dedication to delivering services that result in an exceptional customer experience while engaging with external customers, internal customers, and alliance partners to enhance the level of voluntary participation and industry compliance.

· Aid in organising and documenting educational seminars, customer visits, on-site activities, and inspections while nurturing and developing relationships with key stakeholders.

· Proactively contribute to cultivating a positive culture through adept interpersonal communication and leadership skills and actively participate in the sharing of knowledge and information.

· Prepare a comprehensive monthly compliance report encompassing financial and other statistical analysis.