Junior Client Experience and Data Analyst

About Us

Relationships Australia Queensland (RAQ) is a leading provider of relationship and family support services.  We believe healthy relationships are essential for the well-being of children, families and communities.  We are committed to offering the best possible counselling, mediation, education and support services, and are committed to social justice and inclusion.  Find out more about our values, benefits and employee experience by watching this video!

About the Role

We’re now accepting applications for the permanent full time (37.5 hours per week) role of Junior Client Experience and User Analysist within our Virtual Services team located at our Eight Mile Plains office.

The purpose of this position is to contribute to process innovation and continuous improvement through the identification, analysis and reporting of key program, client and user data within the Virtual Services (VS) portfolio.

The key responsibilities of this position include:

• Provide first point of technical escalation for core systems such as Telephony, KMS, CRM and Promapp.
• Prepare accurate and timely reports for senior management team on key performance and productivity trends within the region.
• Undertake data manipulation, sorting, and analysis tools (Database, Pivot table, etc.).
• Identify key data sources and utilise data driven insights to effectively improve business decisions.
• Initiate innovative ways to improve processes, products, and client experience.
• Provide valuable insights and statistics to support new tender applications.

About You

To be successful in this position, you will:

• Business Systems knowledge (Twilio, Calabrio and Microsoft Analytics)
• Relevant Tertiary qualification in Business Statistics or Data Science, highly desired
• Experience in resource planning to optimise service levels and meet organisational targets or KPIs.
• Demonstrate Business Systems knowledge (Telephony, Microsoft stack etc.).
• Knowledge of key success factors for operations in a helpline/Call Centre environment.
• An in-depth knowledge of RAQ programs and services and Human Services Quality Framework, ISO: 9001 is highly advantageous.

What We Can Offer You

The salary being offered is between $73,196.40 to $78,487.75 per annum, to be negotiated depending upon qualifications and experience, plus superannuation. We also offer our employees as follows:

• Work-life balance and flexible working hours
• Additional annual leave over the Christmas period, annual leave loading, and study leave
• A supportive team environment and opportunity for professional development
• Salary packaging options available of up to $15,900, which will significantly increase the value of take-home pay
• Paid parental leave and additional benefits such as medical insurance discounts

How to Apply

To apply, send us your resume and a cover letter, outlining your demonstrated experience in each area. Applications can be submitted by clicking Apply Now!

Please note that we will be reviewing applications as they’re received, so we encourage you to submit your application before closer to advertisement.

Application closed at 4pm on 26 July 2024