Customer Service lead (Service Now)

Job Title: Customer Service lead (Service Now)
Contract Type: Contract
Location: Canberra, Australian Capital Territory
Salary: Negotiable
Start Date: ASAP
Reference: 212567_1619489021
Contact Name: Josie Bandiola
Contact Email:
Job Published: April 27, 2021 12:03

Job Description

Experienced, highly motivated and personable individual to join our team to lead a customer service desk function supporting buyers and sellers of digital products and services across government. The role involves establishing the customer service framework which includes processes, operational guides, systems enhancements, stakeholder engagement, communications and internal reporting to support excellent customer service. You will work across a team of procurement marketplace/panel subject matter experts to ensure that customer service operations provide a good experience for our users. An understanding of ICT procurement and a knowledge of the CPRs is highly desirable.

Skills and experience:

  • Manage and lead a small team of customer service staff including developing and cross skilling team members to ensure a breadth of knowledge exists within the team. Working experience and knowledge of the Service Now platform.
  • Develop support material incl. processes, operational guides, communications article, and internal reporting to support excellent customer service.
  • Experienced at proactively identifying continual service improvement opportunities to improve the customer service experience and internal operations.
  • Broad understanding of ICT procurement and the commonwealth procurement rules (CPRs).

Due to the security clearance required for the role candidate/s must be an Australian Citizen to apply.

For more information or a confidential discussion, please contact Josie Bandiola on 02 9054 8710 quoting reference 212567.

To apply please click the 'Apply Now' button.