Senior Coordinator, Customer Service – NSW Government

[wpseo_breadcrumb]

I assisted this repeat client with a 24-hour priority order to apply for a Senior Coordinator role within Customer Services. The key points we were required to address included a number of focus capabilities, such as

Display Resilience and Courage

Be open and honest, prepared to express your views, and willing to accept and commit to change

• Be flexible, show initiative and respond quickly when situations change
• Give frank and honest feedback and advice
• Listen when ideas are challenged, seek to understand the nature of the comment and respond appropriately
• Raise and work through challenging issues and seek alternatives
• Remain composed and calm under pressure and in challenging situations

Commit to Customer Service

Provide customer-focused services in line with public sector and organisational objectives

• Take responsibility for delivering high-quality customer-focused services
• Design processes and policies based on the customer’s point of view and needs
• Understand and measure what is important to customers
• Use data and information to monitor and improve customer service delivery
• Find opportunities to cooperate with internal and external stakeholders to improve outcomes for customers
• Maintain relationships with key customers in area of expertise
• Connect and collaborate with relevant customers within the community

Influence and Negotiate

Gain consensus and commitment from others, and resolve issues and conflicts

• Negotiate from an informed and credible position
• Lead and facilitate productive discussions with staff and stakeholders
• Encourage others to talk, share and debate ideas to achieve a consensus
• Recognise diverse perspectives and the need for compromise in negotiating mutually agreed outcomes
• Influence others with a fair and considered approach and sound arguments
• Show sensitivity and understanding in resolving conflicts and differences
• Manage challenging relationships with internal and external stakeholders
• Anticipate and minimise conflict

Deliver Results

Achieve results through the efficient use of resources and a commitment to quality outcomes

• Use own and others’ expertise to achieve outcomes, and take responsibility for delivering intended outcomes
• Make sure staff understand expected goals and acknowledge staff success in achieving these
• Identify resource needs and ensure goals are achieved within set budgets and deadlines
• Use business data to evaluate outcomes and inform continuous improvement
• Identify priorities that need to change and ensure the allocation of resources meets new business needs
• Ensure that the financial implications of changed priorities are explicit and budgeted for

Technology

Understand and use available technologies to maximise efficiencies and effectiveness

• Demonstrate a sound understanding of technology relevant to the work unit, and identify and select the most appropriate technology for assigned tasks
• Use available technology to improve individual performance and effectiveness
• Make effective use of records, information and knowledge management functions and systems
• Support the implementation of systems improvement initiatives, and the introduction and roll-out of new technologies

Manage and Develop People

Engage and motivate staff, and develop capability and potential in others

• Refine roles and responsibilities over time to achieve better business outcomes
• Recognise talent, develop team capability and undertake succession planning
• Coach and mentor staff and encourage professional development and continuous learning
• Prioritise addressing and resolving team and individual performance issues and ensure that this approach is cascaded throughout the organisation
• Implement performance development frameworks to align workforce capability with the organisation’s current and future priorities and objectives

The client was already seconded to another position within a NSW government organisation and wished to obtain a permanent position at a higher level.

During the client’s consultation, we discussed her recent experience where I was faced with obtaining her key achievements within a customer-focused operational environment whilst meeting the NSW public sector capability framework. Having obtained her recent skills and experience, I succinctly captured her customer service experience and team leadership experience within a one-page document.

It is hoped that by showcasing the client’s skills in leadership, customer service, project management and ability to adapt to change, the client will secure the position of Senior Coordinator, Customer Services.

Category: Consultation, Executive Selection Criteria Response, Tailored Cover Letter

Industry: Customer Service, State Government