Administrative Services – CSOF4

Role summary for potential applicants

Advertised Job Title: / Customer ExperienceSupport Officer
Reference Number: / 36623
Classification: / CSOF4
Salary Range: / AU $78KtoAU $88Kplus up to 15.4% superannuation
Location: / Black Mountain (ACT), Clayton (VIC), North Ryde (NSW) or Brisbane (QLD)
Tenure: / Specified Term of 3 years
Relocation assistance: / Will be provided to the successful candidate if required.
Applications are open to: / Australian and New Zealand Citizens and Permanent Residents Only
For Specified Term positions, we will accept applications from Temporary Residents with working rights for the length of the term, who do not require sponsorship.
Functional Area: / Administration Services
% Client Focus - Internal: / 100%
% Client Focus - External: / 0%
Reports to the: / Executive Manager Business Development Commercialisation (EM BD&C)
Number of Direct Reports: / 0
Role Overview:
Improving Customer Experience is one of several initiatives under CSIRO’s ‘customer first’ strategic pillar.
Improving Customer Experience will continually develop and improve the end to end customer experience and our capacity to deliver innovative solutions to customers.
The Customer ExperienceSupport Officer will provide strong project management and administrative support to several Improving Customer Experience work streams. The role will be integral to the success of the initiative.
Reporting to the Executive Manager BD&C who leads the initiative,the role will focus on supporting Improving Customer Experience work streams in closecollaboration with the Business Engagement & Solutions team who provide enterprise level customer engagement support to the BD&C group, the Executive Team, Business Units and other CSIRO enterprise functions.
Duties and Key Result Areas:
  • Provide projectmanagement support for the Improving Customer Experiencework streams, each with their own leader, objectives and KPIs. Tasksinclude:
  • Establish project management tools for the initiative and component work streams.
  • Monitor and report on the progress of the work streams against their budgets, deliverables and KPIs, working closely with work stream leaders to identify and report on progress.
  • Support Strategic Account Managers (SAM) to assist business units engage with strategic customers.
  • Collaborate with the Learning and Development (L&D) team on the organisation of various training and coaching workshops including evaluating and monitoring content.
  • Collaborate with the Business Engagement & Solutionsteam to support market research activities and the development of business and customer intelligence tools and information.
  • Collaborate with the Business Engagement & Solutionsteam and Communications team to maintain and update relevant internet and intranet pages relating to Improving Customer Experience.
  • Collaborate with BD&C and Information Management Technology(IM&T) teams on Customer Relationship Management (CRM) development, implementation and CRM training.
  • Other duties to support Improving Customer Experience as directed by the EM BD&C.
  • Utilise problem solving skills to investigate complex and ill-defined problems, escalating issues when needed and, where appropriate, putting forward recommended solutions.
  • Develop strong working relationships with internal and external stakeholders.
  • Provide a positive contribution to a team environment that values equity and diversity and enables the achievement of team KPIs and organisational goals.
  • Adhere to the spirit and practice of CSIRO’s Values, Health, Safety and Environment plans and policies, Diversity initiatives and Zero Harm goals.
  • Undertake duties and tasks that may arise as priorities for the team but are not specifically listed above.

Selection Criteria:
Under CSIRO policy only those who meet all essential criteria can be appointed
Pre-Requisites:
  • Education / Experience: Qualification/s in program or project management, customer relationship managementand/or equivalent experience, preferably in a large, complex organisation.
  • Communication: Excellent written and oral communication skills, including the ability to clearly and succinctly convey information and ideas to individuals and groups.
Essential Criteria:
1.Demonstrated program and project management skills and experience. Ability to manage a diverse project across multiple elements, tracking its progress and reporting against deliverables and KPIs.
2.Demonstrated skills, knowledge and understanding of customer relationship and/or customer experience work environments.
3.Demonstrated experience of being proactive and using problem solving skills to investigate complex and ill-defined problems and where appropriate putting forward recommended solutions.
4.The ability to work effectively in a team environment and to build positive relationships with internal and external stakeholders to achieve results.
5.Ability to manage conflicting tasks and flexibility to achieve desired outcomes to satisfy client expectations.
Desirable Criteria:
  1. MS Project skills and experience (or equivalent).
  2. Previous experience in maintaining intranet content and/or web-based service portals.
CSIRO Values:
As Australia’s Innovation Catalyst, CSIRO has strategic actions underpinned by behaviours aligned to Excellent science, Inclusion, trust & respect, Health, safety & environment and Deliver on commitments. In your application and at interview you will need to demonstrate alignment with these behaviours.
Other Information:
How to Apply
Please apply for this position online at Please provide enough information relevant to the selection criteria for this position to enable the assessment panel to determine your suitability, and upload one document containing your CV/resume and cover letter.
If you experience difficulties applying online call 1300 984 220 and someone will be able to assist you. Outside business hours please email: .
Referees: If you do not already have the names and contact details of two previous supervisors or academic/ professional referees included in your resume/CV please add these before uploading your CV.
Contact: If after reading the selection documentation you require further information please contact:
Rob Lorimer via email:
Please do not email your application directly to Rob Lorimer. Applications received via this method will not be considered.
About CSIRO
Australia is founding its future on science and innovation. Its national science agency, the Commonwealth Scientific and Industrial Research Organisation (CSIRO) is a powerhouse of ideas, technologies and skills for building prosperity, growth, health and sustainability. It serves governments, industries, business and communities across the nation.
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