Position Description Client Service Manager

HR – DOC – Position Description Page 1 Client Service Manager

Location/s Virtual Services - Client Contact and Administration Centre

Reporting to Senior Manager Virtual Services

Direct Reports Client Service Leaders

Level Level E – As per the Relationships Australia (Qld) Enterprise Agreement 2014

Date Updated May 2017

About the Role The purpose of this position is to manage Virtual Services (VS) Client Contact and Administration Centre (CCAC) operations to meet stakeholder requirements and deliver operational targets. As a member of the VS Leadership Team, this position is also responsible for developing employee capabilities and drive continuous improvement initiatives to improve overall quality, efficiency, productivity and client experience of the CCAC.

Key Responsibilities

Operational Delivery Deliver CCAC operations effectively and efficiently.

Ensure timely and effective decisions are taken to meet service demands by flexing resources between CCAC activities and with other VS streams.

Support Client Service Leaders (CSLs) with cross-service integration efforts, in particular with Venue Operations, to achieve a seamless client experience.

Work with Venues and Operations Management to embed consistent and integrated processes that deliver a seamless client experience.

Provide shift supervision support to CCAC employees to cover CSL absences.

Act as a second escalation point on client calls.

Provide rostered, out-of-hours (including 24/7) on-call support to staff.

Operational Planning, Monitoring and Control

In conjunction with the Senior Manager Virtual Services (SMVS), contribute to the development of and implement the VS Operational Plan for CCAC activities, ensuring RAQ’s strategic objectives are understood by VS employees.

Assign workforce resources to deliver daily service levels, consulting with the supervising Practice Manager (PM) or Practice Leader (PL) to achieve optimal allocation across VS.

Utilise business information, performance reports, Key Performance Indicator (KPI) trends and real-time metrics to control delivery of CCAC services within targeted service levels for client experience, call quality and productivity.

Participate in VS governance mechanisms to review program and team performance, decide improvement priorities and actions, review resourcing plans and capability development initiatives, progress continuous improvement projects, and establish and implement plans for program changes.

Routinely monitor and assess calls for quality, adherence to standards and measurement consistency across teams.

Organisational Leadership and People Management

Lead the development of a client-focused performance culture in VS through effective leadership of CCAC employees.

Manage CSLs providing ongoing feedback, mentoring, advice and coaching to support skill development, continuous improvement and increased capabilities through an effective performance management framework.

Position Description Client Service Manager

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Oversee all HR responsibilities for direct reports including; recruitment and selection, training and development, performance management, Professional Performance Reviews (PPRs), disciplinary management, and Workplace Health and Safety, and Rehabilitation.

Deputise for other members of the VS Leadership Team as required, including the SMVS, PMs and PLs.

As a member of the VS Leadership Team, share collective responsibility for delivering organisational objectives through active engagement and collaboration with employees at all levels throughout VS and the wider organisation.

Be a role model for effective and positive leadership which is ethical, results driven and future-oriented.

Service Quality Management, Compliance and Continuous Improvement

Form and maintain an integrated CCAC service by identifying and capturing synergies between the Client Contact Centre (CCC) and Telephone Dispute Resolution Service (TDRS) Administration operations.

Create and maintain a seamless client experience by identifying and implementing optimal referral pathways from the CCAC, and through to Venues operations, where appropriate.

Support the SMVS to facilitate and operationalise the agreed processes required for ISO Quality Management Accreditation, including risk identification and management.

Ensure adherence to organisational policies, procedures and service manuals to deliver consistent high-quality client service provision.

Make recommendations to and support the VS Leadership Team in driving key process improvement and service capability development initiatives.

Manage client complaints in accordance with procedures and delegated authority

Periodically review complaints for CCAC to identify training or process improvement opportunities.

Ensure compliance with legislative and funding requirements.

Promote a culture of continuous improvement by providing regular and ongoing opportunities for employees to give feedback, and through effective communication of continuous improvement initiatives.

Professional Development

Demonstrate ongoing commitment to participation in supervision and professional development as per organisational policy and procedure.

Be receptive to feedback and apply reflective practice to improve professional development.

Other Organisational Responsibilities

Act only in ways that advances RAQ objectives, values and reputation

Other duties, consistent with skills and experience, as directed by the Reporting Manager

Position Description Client Service Manager

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About You To be successful in this position you will have:

Required Highly Desired

Qualifications Undergraduate qualification in Social or Behavioural Science, Social Work, Psychology or Law.

Further tertiary qualifications, professional accreditation or relevant experience in counselling, family dispute resolution or business administration.

Experience Demonstrated success in a leadership role responsible for managing a helpline services or client contact centre operations.

Strong experience in resource planning to optimize service levels and meet organisational targets or KPIs.

Knowledge Strong knowledge of sound operational management practices, particularly in service performance and quality measurement and reporting, including understanding the value of data and metrics to inform service improvements.

Ability to rapidly acquire knowledge of RAQ programs and services.

Knowledge of legislation that RAQ complies with e.g. Family Law Act, Child Protection Act, Domestic and Family Violence Protection Act.

A strong understanding of Family Law, family dispute resolution and counselling theories.

Knowledge and understanding of RAQ programs and services including Family Relationship Advice Line (FRAL), Telephone Dispute Resolution Service (TDRS), Gambling Helpline (GHL), ACT Gambling Counselling and Support Service (AGCSS), Victim Counselling Support Service (VCSS), Royal Commission Service (RCS), and Family and Relationship Service (FARS).

Knowledge and compliance with standards such as Human Services Quality Framework and ISO: 9001.

Skills Highly developed problem solving and critical thinking skills.

Demonstrated change leadership skills with an ability to identify and implement innovative service improvement initiatives.

Strong leadership and interpersonal skills including the ability to engage and motivate others, positively influence organisational culture and provide strong direction.

Ability to utilise Information and Communication Technology relevant to a call centre management environment, such as client information systems (CIS), workforce

Position Description Client Service Manager

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and quality management systems, and IP telephony platforms e.g. Avaya Aura.

Capacity to engage constructively and respectfully with individuals of diverse backgrounds and abilities to achieve organisational goals and high quality outcomes.

Availability Available for rostered shifts including the weekend and outside standard business hours.

Available to provide out-of-hours on-call support to employees.

It should be noted that Position Descriptions are under constant review and may be changed at any time.