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1 Position Description Position Details Position Title: Classification/Grade: Office/Division: Business Unit: Location: Reports to: Direct Reports: 2 Director Digital Services SO Customer Service Customer Contact Centre and Digital Channels Brisbane Primary Purpose of the Position Executive Director, Customer Service Build, maintain and further develop a comprehensive digital content platform, its content and services that will be made available to any device, whether it be desktop, smartphone or tablet. Manage a team of content writers and editors and keep all content up to date, in a consistent tone and factually accurate (customer facing as well as publishing approved internal/intranet content). Intersect across the Customer Service team to ensure that the digital channel delivers a best in class customer experience to all market segments, as well as work across the QBCC organisation to ensure all systems and technology are in place to enable the channel goals and objectives. Accountable for all new content development, to be delivered with project management support, tested and launched in line with the over-arching QBCC Customer Service strategy and objectives. Organisation Environment At the Queensland Building and Construction Commission we are a customer focused organisation, delivering a great customer experience and high quality compliance, licensing, dispute resolution, insurance and advisory services to our customers. Our culture is defined by shared values and behaviours that support the achievement of our vision and purpose. Our success is based on living our shared values every day when we work with our customers and with each other. Who we are The Queensland Building and Construction Commission is established as the state s building and construction industry regulator.

2 Who we serve With 4.64 million people currently living throughout Queensland and more than 10% of those residents working in the construction sector, the Commission has an important task in serving our customers, contributing to the growth of the Queensland economy and regulating the building and construction industry. Construction is one of the four pillars of the Queensland economy. We are here to serve and regulate participants in the building and construction industry to ensure fairness and equity for all. How we serve The Commission supports the growing Queensland community by providing information, advice and regulation which ensures maintenance of proper building standards, remedies for defective building work and promotes confidence in the building and construction industry. Why do we do that? Because we want our customers to know the foundation for their success will be inherently built in from the bottom up before they start. Our Purpose For peace of mind Our Vision To be recognised as the best and most respected regulatory service provider in Australia Our values serve as a compass for our actions. These are the core values that we live by: Customer First We put the customer at the heart of everything we do and a great customer experience is our highest priority. Unleash Potential We focus on providing the leadership, culture, organisational systems and internal service quality that ensures our people reach their full potential. Be Courageous We take calculated risks that are designed to deliver better services to our customers Ideas into Action We will be innovative and continually look at new and better ways to deliver our services. Empower People We ensure our people have the skills, expertise and authority to deliver high quality services. Safe & Healthy Workforce We make health and safety everyone s priority

3 Customer Service The Customer Service Division is the primary interface with our customers and manages the organisation s three service delivery channels. It includes the Brisbane Service Centre that provides a professional and central point of contact for our customers that require assistance or advice in relation to the building and construction industry via faceto-face front counter service in Brisbane and 8 regional offices throughout the State; via our 50 seat contact centre and our digital services. With a priority focus on enhancing customer experience, the organisation is looking to achieve significant change in the way in which it delivers services to its customers. Simply put, the organisation s aim is to make it simpler and easier for our customers to access our services and information. To this end the Commission is looking to: Implement an easy to remember six digital telephone number; Implement a 24/7 telephone service; Implement a customer friendly website and a number of mobile apps; Implement smart form fulfilment for all service activities; Introduce self-serve terminals into its service centres; and Process redesign all of its services to reduce customer effort The Division is also responsible for delivering the organisation s event management, research, education & information services and customer complaint resolution. Additionally, the Division leads the organisation s external marketing and communications activities in addition to leading stakeholder and consumer consultation and engagement activities. Key Outcomes/Accountabilities Work with the Executive Director to build the over-arching digital strategy for the Digital channel, supported with detailed customer insight and clarity on new technology development to ensure that the QBCC digital channel is considered as one of the best digital channels in operation. Showcasing knowledge and enthusiasm for new technologies and capabilities such as Cloud-based services ( as a service ); Content-management platform knowledge; Digital-based trends; Social-media trends. The Director Digital Strategy will play a critical role in developing and administering the QBCC s digital platforms. This is a key leadership position and will be responsible for driving innovation in using digital channels such as the web, social media and mobile devices to communicate and promote the QBCC. Managing all digital channel changes, utilising the online maintenance tools provided and keep the QBCC digital footprint (website, applications) up to date and accurate, including tasks such as; editing, proofreading, uploading, note making, reviewing and publishing. Provide a strategic recommendation and plan for Search Engine Optimisation (SEO) to drive significant traffic growth across the digital platform and develop a business case/roadmap of new digital capabilities that interlink across all other QBCC channels and enablers (incl. online/ecommerce payments experience).

4 The Director Digital Strategy is an effective communicator and has the ability to inspire, engender collaboration and support from key stakeholders across multiple customer bases such as external, internal, government and industry. The Director Digital Strategy has the ability to communicate high-level digital strategy and advice to both senior managers and non-technical stakeholders. They also have the ability to drive QBCC wide change and build relationships to ensure adoption. Collate and report all website statistics with digital marketing analytics including web traffic, social media insights and mobile device utilisation. supporting analysis and recommendations of continuous improvement and new developments that meet the customers needs. Have experience in providing leadership, managing, setting priorities and leading teams. Undertake day to day site management as well as provide insight and thinking re: the roadmap of content services and experiences the Digital channel can deliver (Identifying and developing innovative solutions to complex technical problems & researched customer insights). Develop strong relationships with all internal, external, government and industry stakeholders to assist in optimising communication via the digital and direct channels. Having full accountability for all digital website changes and content editing. Defer only to the Executive Director Customer Service by exception. Candidate Attributes Live and breathe an absolute, uncompromising passion for our customers, through their lens, and consistently look to understand how service improvements for the customer can be made. Showcase the discipline of how to engage with the customer, gain their feedback and insights and then incorporate into the channel design. Excellent communication, negotiation and relationship management skills across all organisational levels with the ability to influence persuade and listen to other colleagues opinions and insights. Demonstrable experience in Enterprise Content Management publishing, including hands-on publishing plus management of review and approval processes with a proven ability to deliver content management services to cross-organisational stakeholders. Demonstrated excellence and experience in engaging and influential web writing search engine optimisation and social media usage and deployment. Proven project and team management experience with the ability to manage inspire and motivate people both direct reports, peers and cross-functional team members. Additional information Additional benefits You will receive generous superannuation through QSuper (www.qsuper.qld.gov.au) annual leave loading, 10 days sick leave per year, 20 days annual leave per year (or 25 for North Queensland regions), access to flexible leave arrangements (including variable working hours), training and career advancement opportunities.

5 Other Information On 1 December 2013 the Queensland Building and Construction Commission Employing Office (QBCCEO) was established to provide employees to undertake work for the QBCC under a Work Performance Arrangement signed by the QBCC and the QBCCEO. This Arrangement documents the means by which the QBCCEO provides employees for the exclusive use and benefit of the QBCC in order to carry out the legislative functions and operational responsibilities of the QBCC. How to apply Your application must be lodged online through the Smart Jobs website. Go to the website and search under Occupation or Organisation. Download and thoroughly read the Role Description and all associated documentation. Register your details online, including an address for correspondence. To be considered your application must consist of the following documents as attachments, in a word compatible format: 1. a covering letter of no more than two pages addressing how your knowledge, skills, achievements and experience align with the ideal candidate requirements listed 1-4 above. Relevant examples should also be provided for each. 2. your current resume, outlining your previous work or voluntary experience and any other information which is relevant to this role. Please note failure to submit the above through may result in your application being disregarded. Before submitting your application please ensure: There are NO photos, graphics, or logos on resumes or application letter Files are not zipped, compressed or password protected as they cannot be uploaded and so cannot be considered In a format compatible with Word in a font size of at least 11 is used to ensure it is easy to read Ensure all editing, track changes and formatting is finalised 3 attachments maximum do not attach any documents other than 1 & 2 above Certificates, qualifications, written references, work samples, etc., should not be attached unless specifically requested. If you do not follow these points we may not be able to download your application which may lead to your application not being considered. However, if you are still experiencing problems submitting your application, please send an to with a brief explanation. Please quote the Vacancy Reference No QBCC24 /14. Please be aware that if you are not able to upload it the problem will most likely to be caused by one or more of the dot points above. Applications close at midnight on Monday 14 July For further information regarding the role or associated selection process, please contact Bruce McGregor on (07) Please note that QBCC roles are open to Australian and New Zealand citizens and people under Commonwealth Law, have been granted permission to work in Australia, and remain in Australia indefinitely, who reside in Australia. Applications remain current for twelve months. For general information about QBCC visit our web site:

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