Senior Customer Advisor ABI

Mō tēnei tūranga mahi | About this role

Senior Customer Advisor-Kaitohutohu Matua

Customer Contact Group-Rōpū Whakapā Kiritaki - Fixed Term to December 2024

• Join the Te Amorangi Mātauranga Matua, the Tertiary Education Commission (TEC) Customer Contact Group whānau.
• Take your passion for customer service to the next level.
• An opportunity to make real difference as a customer contact centre professional in a high trust organisation.

The purpose of this role is to provide accurate, timely, and relevant information and advice to TEC customers by responding to apprenticeship boost initiative (ABI) enquiries and escalations received through multi channels (voice, email) and/or outbound calling. These customers include tertiary education organisations (TEOs), private training establishments (PTEs), learners, employers, and internal staff. This includes undertaking analytical work across the Customer Contact Group and wider TEC regarding apprenticeship boost initiative.

You will be a part of the wider TEC Customer Contact Group - an innovative and energetic team focused on delivering excellent customer service to our key customers - tertiary education providers and learners.

He angitūtanga: About the Role

• responding to multi-channel enquiries and complaints: voice, chat, email, and outbound calling,
• conducting assigned outbound calling requests and leading script design, testing, auto-caller setup, reporting,
• relationship managing an assigned portfolio of ABI relationships
• where required, managing escalated complex issues leveraging relationships built with key internal teams for example in the Information Directorate.
• leading, designing and managing operational solutions (for example to privacy, risk and other potential problems and escalating and/or managing appropriately)
• where required, managing escalated complex complaints,
• responding to Investment Round enquiries and SME (subject matter expert) work.
• supporting the wider Customer experience team as required

He kōrero mōu: What we are looking for

• several years' experience working in a contact centre,
• in-depth knowledge of TEC products and services and demonstrated ability to operate at SME (subject matter expert) level on some topics, particularly the ABI.
• extensive experience analysing information and solving problems,
• computer literate with good keyboard skills and proficiency in IT and business applications,
• excellent oral and written communication skills including experience drafting in-depth reports and communicating persuasively,
• flexible approach being able to multi-task and self-manage to complete tasks in a busy environment.

Ngā āhuatanga kei a mātou: What's in it for you?

• Three additional (TEC Days) leave days
• A range of benefits including flexible working options, a wellness programme.
• A motivated and supportive leadership team and manager, keen to make the most of your skill set.

Remuneration

The salary range for this position starts from $93k up to $109k, + 3% Kiwisaver contributions, depending on demonstrable skills and experience.

Me pēhea te tuku tono: How to Apply

To view the role description and/or apply for this role, please click Apply for This Job, or visit the TEC Careers Portal. We request both a tailored Cover Letter and CV.

The closing date for this role is Monday 20 May 2024 5pm. For more information or if you have any questions, please contact hr@tec.govt.nz.

Applicants must have and maintain the legal right to work in New Zealand. If you hold a visa, please provide a copy with your application.

Prior to the Tertiary Education Commission confirming any offer of employment, we will conduct pre-employment checks including criminal conviction history and reference checking as a minimum.