Organisation: Australian Border Force
Job Title: Client Services
Word Limit: 2000 Characters pp
Contributes to Strategic Thinking
Throughout my career, especially within the government sector, I have developed the ability to think logically, understand situations from a strategic perspective and follow through by formulating and implementing effective short-term and long-term decisions.
Within the Australian Taxation Office (ATO), as a Customer Service Representative, I practice informed decision-making and possess sound judgement with recognition of implications. Contributing to solutions and progress, I harness information and opportunities when performing my day-to-day duties, constantly working diligently to adhere with existing practices to improve efficiency.
During my tenure with ATO, I recently during a shift as a floor walking support staff I provided support to a recently trained team member with a highly irate customer. This customer was threatening to make an official complaint and demanding to speak with a manager, as they were not happy with the current Customer Service Representative attempts at resolution. As managers are not technically trained, my manager called on my expertise to manage this call. In order to adhere to corporate procedures, I worked with this customer to establish a level of trust that was established in the competence of my ability to listen, empathise and educate in internal processes. Upon investigation into the customer’s issue regarding a payment into the incorrect account, I could identify that prior escalation had already been actioned but the relevant department had not actioned accordingly to service level agreements (SLA). In my senior team member access, I was one of few that could instigate direct payment if corporate polices and measurables were not met. With the customer now aware of the transfer of payment, I had calmed the situation by providing a practical solution in line with authority levels. Further to this, I also took the opportunity to educate the customer on future management of their accounts to eliminate reoccurrence of this issue.
A self-motivated, results-orientated professional, I take responsibility for achieving outcomes within my position as a Customer Service Representative with the ATO. My accomplishments within this position include meeting targets, mentoring and training staff, leading by example, and supporting improvements to systems and procedures.
My ability to achieve results in a protocol and results driven environment best demonstrated during my position with ATO. Consistently exceeding customer expectations, I display my strong desire to excel in all business areas whilst striving for excellence.
Whilst currently employed with ATO in the capacity of Customer Service Representative, I received a call from a customer who was a sole trader and currently in payment arrangement with the ATO. The customer had been defaulting on his obligation of agreed payment amounts and was confused with the arrival of separate additional invoices that were also due for payment. In line with ATO policy, I was not in a position to offer many alternatives to him but instigated recent training techniques I had acquired in recent internal debt collection training. Through the techniques gained, I initiated questioning to break down the customers’ financial capacity of payments and reviewed the customers’ situation in its entirety rather than traditional dictated methods used by the ATO. This allowed client to realise they did not have the surplus cash flow to meet their original plan, I proceeded to enter an arrangement that was substantial and could be committed to by customer. The outcome of my results driven methodology was that the customer was better educated and my key performance targets were high due to level of debt recovery. With this
positive and practical outcome, I was then asked to train other staff on this approach and received positive feedback from the ATO national accredited quality register on my handling of that call.
Supports Productive Working Relationships
Demonstrating myself as an active team member, I have been instrumental in contributing to exceptional teams throughout my career history. Committed to team performance and often assisting others, I am prepared to work overtime or complete additional tasks to help team members or management.
During my tenure with ATO as Customer Services Representative, I was awarded the opportunity to step into a mentoring capacity within the team responsible in coaching new staff. Having just completed internal training, they are yet to display their skills in a practical setting, I am responsible in the support and coaching in corporate procedures. The staff were having difficulty in following a nine-step call procedure due to its involvedness, I acknowledged the concerns of the team and initiated development of a condensed document that still adhered to policies. The outcome of my initiative was that they staff were able to follow the direction to completion and decreased times on calls with the confusion since removed. In demonstrating my commitment to corporate and internal cultivating relationships’, I improved the efficiency of the team, built trust and rapport from colleagues and received a personal thank you from the Assistant Director for my efforts.
Established as a collaborative team member, I have formed constructive relationships with all stakeholders ensuring processes followed and culture within the company upheld. Possessing the ability to act in an inclusive manner and the initiative often required building productive relationships, I have been successful in building rapport in all network settings and interactions.
Exhibiting a commitment to supporting constructive working relationships, I manifest this by valuing individual difference and diversity and recognising working styles of individuals and factoring this into the management of tasks.
Displays Personal Drive and Integrity
Demonstrating a high level of motivation, personal drive and integrity, I have successfully balanced work with the ability to multitask and remain focused. My career to date has involved diverse responsibilities, such as mentoring and training and embracing customer-based service delivery models, which have enabled me to develop excellent personal and professional skills. With a demonstrated record of commitment, consistency and a focus on quality service and outcomes, I possess practical experience and a range of professional skills and strengths that contribute to positive outcomes.
Within in my current position at the ATO, I am responsible in dealing with sensitive customer situations whilst adhering to strict legislation. Upholding core values of Australian Public Service, I apply ethical work practices and demonstrate integrity in all work practices. Striving for first call resolution outcomes in all interactions, I handled a customer querying their tax refund as it was outside delivery SLA. Although this customer initially was irate, I applied the Hearing them out, Empathy, Appropriate questioning and Take action (HEAT) model acquired through professional development training to understand the complaint and proceeded to explain how I would personally manage their concerns. Confirming my dedication to professional skills and career drive, I was successful in turning this call around including the customer apologising for his initial manner, providing a sound resolution adhering to all corporate legislation in this process.5
In a competitive work dynamic, I strive for professional development and advancement within my career. Embracing all opportunities offered, I was acknowledged as a top performer within team and was invited to complete a pilot program of debt collection training. Resilient and achievement orientated, I am dedicated to breaking down any barriers throughout my career to achieve optimum success for both business and my personal career growth.