ROADS AND TRAFFIC AUTHORITY POSITION DESCRIPTION Job Title: Contact Centre Service Officer (Trainee) Classification: Certificate

III Business Trainee Location: Contact Centre, Newcastle Directorate: Customer Services Immediate Supervisor: Contact Centre Team Leader POSITION PURPOSE Responsible for providing a courteous and efficient telephone service for registration and licensing public inquiries and the delivery of quality, team based customer service for driver licensing and vehicle registration products and services. KEY ACCOUNTABILITIES Provide quality, team based customer service by achieving and maintaining a level of competence in the provision of accurate information to customers; recognising individual customer needs and providing helpful, courteous service. Conform to RTA standards by accurately administering registration and licensing policies and procedures. all Position No.: Various Date: Sep 2011 Delegation Level: 07 ANZCO Code:6191119172

Contribute to the integrity of registration and licensing records by accurate and efficient computer processing. Achieve accurate revenue collection by efficient and secure credit card handling, reconciliation to computer generated balances and making good any shortages in accordance with RTA policy. Ensures all quality requirements are met whilst achieving individual and team targets.

pd_02187_contact_centre_service_officer_trainee_various_2011.doc

SELECTION CRITERIA Ability to provide customer focused service

Demonstrated clear written and oral communication skills

Interpersonal skills and the ability to deal tactfully with a diverse range of customers with varying expectations Demonstrated basic Experience in word environment. level of computer processing and a literacy. Windows

Capacity to read, understand and develop interpretive

skills with regard to the various regulations, policies and procedures affecting Contact Centre operations to computer generated balances.

Capacity to conduct credit card transactions and reconcile

Ability to work in a flexible manner in a team environment and participate as a team member.

NOTE:

1. Applicants must be prepared to work a 35 hour week between 8.20am 2.

3. and 5.20pm, Monday to Friday and 8.20am to 12.20pm. Trainee Contact Centre Service Officer is not permitted, without approval, to hold a driving instructors licence. Relevant criminal record checks will be conducted on all successful applicants prior to appointment. A probationary period of three months may apply to this position. The term of the traineeship is 12 months

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pd_02187_contact_centre_service_officer_trainee_various_2011.doc