Wanted: Experienced and solution focused customer consultants

About the team/business unit

The Customer Experience team is a new team being established within the Registration and Customer Service Business Unit. This team will develop a holistic view of customers across Landgate and work with each business unit to improve the customer’s experience. The team will support the Customer Service team and other business units through delivering high quality customer service and customer focused solutions for complex customer enquiries. In addition, the team is responsible for providing support to the Customer Service team through incident management, knowledge management, customer service training and system testing (UAT).

About the role

The Customer Experience Consultant is responsible for the management of complex customer cases, working as part of a team focused on providing a high level of customer service through the efficient resolution of complex customer queries and issues, and matching customer needs to Landgate products and services. This position is responsible for planning and coordinating User Acceptance Testing (UAT) and incident management of customer service applications. They support knowledge management practices, standards and work instructions to ensure teams can deliver services which satisfy customers.

This is a Permanent Full-Time position, however Part Time arrangements may be considered.

If you would like further information, please contact, Glen Jacobsen, Manager Business & Government Solutions, on 08 9273 7139 or email [email protected] (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:

Proven experience dealing with complex customer matters, working across lines of business and with senior management to provide customer focused solutions.

Previous experience researching and providing technical customer solutions within a regulatory environment.

Strong written and verbal communication skills with the ability to adjust your communication style to the audience.

Experience working in a fast-paced customer focused environment and the ability to achieve outcomes within agreed timeframes, adhering to procedures, and evaluating and improving performance where required.

Previous experience with or an understanding of how system testing (User Acceptance Testing and Production Verification Testing) is completed to ensure successful changes to customer systems (desirable)

Your understanding of relevant regulatory requirements within Landgate and across our different stakeholders (desirable).

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’ in the advert above. 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 [email protected] 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 may be offered on a permanent or fixed term basis for the next 12 months following finalisation of the recruitment 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 [email protected].