We are seeking a highly motivated and customer-focused Service Delivery Officer to join our regional office in Mackay. This role offers a variety of responsibilities focused on delivering fair trading services to the local community. As a Service Delivery Officer, you will be the first point of contact for clients, consumers, and traders, handling inquiries through counter service, telephone, and email. You will provide accurate information and guidance on legislation, services, policies, forms, and fees, while ensuring the smooth processing of forms and issuing of certificates and permits.
This role involves conciliating complaints between consumers and traders, conducting proactive compliance inspections, and contributing to investigations into breaches of relevant legislation. You will also support community education and engagement activities aimed at promoting fair trading practices. This may involve exposure to verbal abuse or confrontational situations, and the role has built-in strategies to support staff working in potentially stressful environments. The office culture emphasises safety and provides resources to assist staff who may encounter stressful or traumatic situations in the course of their work.
Key Responsibilities:
... - Act as the first point of contact for enquiries via counter service, telephone, and email, providing clients and the public with accurate information on fair trading services, policies, and legislation.
- Conciliate complaints between consumers and traders, helping to resolve disputes in a timely and professional manner.
- Process forms and documents related to fair trading services, including issuing official certificates, permits, and conducting database searches.
- Undertake proactive compliance inspections of low to medium complexity trading environments and assist with investigations into potential breaches of legislation.
- Assist with administrative tasks such as filing, form retrieval, and general support for the office’s operations.
- Contribute to education and awareness programs in the community, supporting activities that promote fair trading practices and engagement with local industry groups.
- Prepare written correspondence, reports, and other documentation as required, ensuring accuracy and compliance with relevant policies and legislation.
- Collaborate with colleagues and support other officers in the execution of their duties, fostering a cooperative team environment.
Working Environment:
The role involves a mix of office-based work and field inspections. You will be required to interact with the public, including managing situations that may involve challenging or irate individuals. This may involve exposure to verbal abuse or confrontational situations, and the role has built-in strategies to support staff working in potentially stressful environments. The office culture emphasizes safety and provides resources to assist staff who may encounter stressful or traumatic situations in the course of their work.
Benefits:
- Competitive salary with annual leave loading and employer superannuation contributions.
- Flexible full-time work arrangements.
- A supportive team environment with opportunities for professional growth and development.
Skills and Abilities:
- Strong communication skills, with the ability to explain complex concepts clearly and effectively to a wide range of stakeholders, both in writing and verbally.
- Well-developed interpersonal skills, able to build positive relationships with colleagues and customers, and handle difficult or confrontational situations with professionalism and tact.
- Analytical thinking, with the ability to assess information and situations, identify issues, and work towards effective solutions.
- Ability to manage a varied workload with attention to detail, meeting deadlines and adjusting priorities as necessary.
- Cultural sensitivity and respect, maintaining an ethical approach to interactions and understanding diverse community needs.
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
