Service Excellence Specialist

Job title : Service Excellence Specialist
Location : Victoria
Job type : Contract or Temp
Contact name : Zara Nevett
Job reference : 1507430
About the Role
To help drive this exciting program we are seeking an effective strategic planner who prides themselves on their engagement and communication style, with a passion for workshop facilitation. Our ideal candidate will have fantastic project and stakeholder management skills and will be able to support leaders across the organisation in their strategic thinking, foresight and decision-making.

TThe Service Excellence Specialist, working closely with the Head of Business Improvement, works across the business to identify and facilitate changes and improvements to our client's services and processes. This includes leading a service planning and review program to recommend and implement changes to service delivery models through analysis, engagement and assessment. This role will manage cross-organisational teams, secondments and vendors to meet the objectives of the service review and planning program.

- 12-month FTC
- Melbourne's East, flexible working
- Local Council or Government experience desired

Key Responsibilities:
  • Work with the business to establish an effective service review and planning program which recommends changes to senior stakeholders.
  • These reviews will assess the true cost of service delivery, community demand, customer experience, market analysis, environmental factors, forecasting and potential legislative changes, risk, benefits and ultimately defining the revised purpose of the service.
  • Lead cross-organisational teams to deliver service plans and reviews ensuring accountability to meet critical milestones, ensure key stakeholders are informed.
  • A strong and evident commitment to customer centricity.
  • Guide and support work areas in maximising their service delivery to achieve work outputs.
Key Skills
  • A Degree or Tertiary qualification in Business or relevant discipline.
  • Significant experience in leading service review and planning programs that analyse and provide sound recommendations on service models and methods of service delivery.
  • Experience with service planning, design and improvement, liaising with senior organisational leaders to achieve improved service outcomes.
  • Possess negotiating skills and have the ability to influence and gain buy-in, co-operation and assistance from internal stakeholders.
  • Skilled in verbal and written communication, able to resolve problems, after consultation and with diplomacy.
  • A good understanding of and the ability to work within a political environment and broadly defined activities.
  • Ability to effectively plan and monitor the Service Review and Planning Program including prioritisation of services, building cross-organisational teams and managing to milestone and project budgets.
  • Identify issues, research best practices, design, evaluate potential solutions, and recommend most appropriate course of action.
  • Achieving statutory and agreed timelines and budgets for the professional carrying out of the key responsibilities and duties outlined above.
  • The position provides advice and guidance to the organisation through development and implementation of appropriate strategies, plans, policy, processes and planning frameworks, which are consistent with the desired outcomes, purpose of the organisation, and Community Vision.

This is a Band 7 classified role, remuneration will be $104,630.20 - $117,345.47 (depending on experience) plus superannuation in accordance with the Superannuation Guarantee.

To apply, please click the appropriate link.