Organisation: Australian Taxation Office
Job Title: Administrative Officer
Word Limit: 700 words total
Location: Chermside
Across my roles with Sunsuper, I have not only adapted to change, I have also developed process
and procedure to assist my colleagues with change and uncertainty. Included in this process, I
have demonstrated my decision making skills and the ability to liaise with stakeholders with strong
communication and negotiation skills. Recently, there has been a change at Sunsuper about the
way customer service staff communicate with clients. This change relates to the ‘next best offer’
concept, which has become part of the organisation’s KPI rating for call centre staff.
As part of a working group, I have developed training for the new change, to inform staff and to
alleviate some of their uncertainty. I have made many decisions during this process which
determined the content of the training materials and the use of practical examples to ensure
understanding from participants. We have since delivered the training to all staff, dealing with any
questions or issues people had, and have received some positive feedback on the training
sessions. In addition, I have provided advice to those affected that by using the new strategy, they
will enhance their call evaluations as part of quality assurance requirements, and this will
contribute towards their yearly bonus for both team and individual results.
Within a previous role at Australia Post, I demonstrated my ability to liaise with a range of
stakeholders to give advice and resolve issues. In that role, I responded to requests from the
Customer and Network Liaison Manager giving advice on key responses to escalated inquiries or
complaints. These inquiries or complaints came from customers, including Federal, State and Local
Government Ministerial Offices and Senior Management. I would interpret these requests, gather
the required information and then format this into a response. Correspondence was then
approved and sent to the requested recipient.
Currently at Sunsuper, I have been selected to be involved in a quality forum. This includes access
to reports around my team’s statistics, including how much work we have coming in, how quickly
we are accessing the work and how much we are getting completed. I have analysed this data and
determined areas where the team will be able to improve, and have made recommendations on
my evaluation of the state of play. This input into the team’s results and subsequently the
organisation’s progress against goals has played an important part in our recent improvement in
problem areas.
Using my analysis skills I picked up a change in procedure, which related to businesses and their
eligibility to access a clearing house. I knew there were a number of businesses who had had their
application rejected in the past, however now some of these businesses would be eligible. I took
the initiative to have my team contact the businesses previously rejected, to let them know that
the process had changed and they may be now eligible. This has resulted in a growth in that area
from businesses interested in making new applications.
In my current role, I have demonstrated my high level organisational and time management
capabilities through prioritisation of my own and others workloads. At Sunsuper we have cycle
times within which we need to have responded to or actioned emails. To prioritise effectively, I
run a daily report around workflow, allocate the jobs to my team, based on the number of staff we
have on that day and their strengths. In this way, it not only keeps the team on target, but allows
time for any ad hoc requests which often come up, such as system upgrades which prevent
processing in a timely fashion.
I offer exemplary computer literacy skills and am familiar with the Microsoft suite, use of internet
and email and in house systems that allow for the accurate and timely entry and retrieval of
customer or process related information. At Sunsuper, I routinely make use of our Customer
Relationship Management (CRM) system, the report manager system and a range of tailored Excel
spreadsheets to maintain my organised approach with my team. In addition, my team is currently
responsible for providing technical support for our online program, including troubleshooting,
which has developed my skills in this area as well.
