About the Organisation

Position Overview

Key Responsibilities

Licensing & Customer Service

• Provide professional, responsive and high-quality customer service via telephone, email, online channels and in person where required.
• Respond to licensing, application and general customer enquiries and provide accurate information within established guidelines and procedures.
• Process licence and authorisation applications, renewals and re-applications, including processing associated fees and updating relevant information in internal systems.
• Assess licence and authorisation applications and communicate application outcomes to customers.
• Follow up with applicants where additional information or documentation is required.
• Issue approved licence cards, certificates and other documentation within required service timeframes.
• Accurately record customer enquiries, applications and actions within relevant databases and tracking systems.
• Process changes to customer and licence holder details.
• Undertake outbound calls and follow-up activities as required.
• Assist with mail and postal activities, including returned mail and stakeholder notices.
• Maintain accurate and up-to-date customer records and documentation.
• Support team members to achieve service delivery targets and performance objectives.

Administration & Team Support

• Complete general administrative duties associated with licensing, customer service and compliance activities.
• Maintain accurate and organised records and documentation.
• Contribute to team projects, initiatives and process improvement activities.
• Identify opportunities to improve processes, efficiency and customer service outcomes.
• Work collaboratively with team members to meet team targets and service standards.
• Undertake other duties consistent with the skills, knowledge and responsibilities of the position.
• Adapt working hours when required to meet business and customer service needs.

Performance Expectations

• Provide a positive, professional and respectful customer experience at all times.
• Demonstrate a positive and proactive "can do" attitude.
• Process applications, documentation and customer requests accurately and efficiently.
• Maintain a high level of attention to detail when entering and reviewing information.
• Meet required service standards, turnaround times and team performance measures.
• Communicate clearly and professionally with customers, stakeholders and colleagues.
• Follow established processes, policies, procedures and regulatory requirements.
• Work collaboratively as part of a team while also being able to manage tasks independently.
• Contribute positively to the organisation's service delivery objectives and continuous improvement.

Skills and Experience

Essential

• Previous experience in a customer service, administration or office-based role.
• Demonstrated experience providing professional and responsive customer service.
• Strong attention to detail and a high level of accuracy.
• Experience working with databases, CRM systems or other administrative systems.
• Accurate and efficient data entry skills.
• Strong verbal and written communication skills.
• Ability to manage multiple tasks, competing priorities and deadlines.
• Ability to follow established processes, policies and procedures.
• Strong organisational and time management skills.
• Ability to work both independently and collaboratively within a team environment.
• Confident using computers and Microsoft Office applications, including Outlook, Word and Excel.

Desirable

• Year 12 or equivalent secondary education.
• Experience working in a government, statutory, compliance or regulatory environment.
• Experience working with licensing, permits, applications or regulated industries.
• Experience working with customer databases or case management systems.

Key Capabilities

Customer Service

• Demonstrated ability to provide professional, respectful and responsive customer service.
• Confident communicating with a broad range of customers and stakeholders.
• Able to listen carefully, understand customer needs and provide appropriate information and assistance.
• Maintains a positive and professional approach when dealing with challenging or complex enquiries.

Communication

• Clear and confident verbal communication skills.
• Strong written communication skills.
• Ability to explain information clearly and appropriately to customers.
• Able to build rapport and maintain professional relationships with internal and external stakeholders.

Attention to Detail & Accuracy

• Strong attention to detail when processing applications, documentation and customer information.
• Demonstrated ability to identify errors, inconsistencies or missing information.
• Takes responsibility for checking and maintaining the accuracy of their own work.
• Understands the importance of accurate information and record keeping within a regulatory environment.

Administration & Data Entry

• Strong administrative and organisational skills.
• Accurate and efficient data entry.
• Ability to maintain accurate records and update databases and internal systems.
• Comfortable working with processes, documentation and administrative requirements.

Problem Solving & Issue Resolution

• Able to remain calm and professional when dealing with frustrated, confused or challenging customers.
• Demonstrates sound judgement and initiative when resolving customer enquiries.
• Able to identify issues and determine appropriate next steps within established procedures and guidelines.
• Knows when to escalate matters to a team leader or relevant area.

Computer Skills

• Confident using Microsoft Office 365, particularly Outlook, Word and Excel.
• Comfortable using databases, CRM systems and online platforms.
• Ability to learn new systems and software quickly.
• Strong keyboard and data entry skills with a focus on accuracy.

Time Management & Organisation

• Able to prioritise tasks and manage competing demands.
• Works efficiently to meet deadlines, service standards and required turnaround times.
• Demonstrates good organisational skills and the ability to manage workload independently.
• Able to work effectively in a busy customer service environment.

Compliance & Process

• Ability to work within established policies, procedures, legislation and regulatory requirements.
• Understands the importance of following processes consistently and accurately.
• Demonstrates integrity and accountability when handling customer information and applications.
• Willingness to learn and maintain knowledge of relevant licensing and compliance requirements.

Personal Attributes

• Customer-focused and approachable.
• Professional and respectful in their communication.
• Reliable and accountable.
• Highly organised and detail-oriented.
• Calm and patient when dealing with challenging situations.
• A confident communicator.
• Comfortable working within structured processes and guidelines.
• Proactive and willing to take initiative.
• A positive team contributor.
• Adaptable and willing to learn new systems and processes.
• Committed to providing a high standard of service.

Qualifications

• Year 12 or equivalent secondary education.