Courts Administration Authority
JOB PROFILE
Position
Contact Centre Process Review Officer
Division
Strategy and Court Operations – Contact Centre
Remuneration
ASO 4
THE COURTS ADMINISTRATION AUTHORITY
The Courts Administration Authority is constituted by the Courts Administration Act 1993.
The Act established the State Courts Administration Council as an administrative authority
independent of control by executive government and to confer on the Council power to
provide courts with the administrative facilities and services necessary for the proper
administration of justice.
Participating courts of the Authority are the Supreme Court, District Court, Environment,
Resources and Development Court, Youth Court, Magistrates Court, and the Coroner's
Court.
Strategy and Court Operations Division
The Strategy and Court Operations Division provides jurisdictional and administrative
services to the participating Courts of South Australia. It is comprised of functional work
teams which deliver strategic and operational court-focused services and solutions to ensure
the effective operations of the courts and support strategic reform initiatives.
Contact Centre
The Contact Centre is the frontline service area of the Courts Administration Authority
providing information and advice via telephone and email enquiries to court users, legal
practitioners and members of the public across civil and criminal jurisdictions.
There are approximately 105,000 incoming calls and 30,000 email enquiries per annum
which are managed by the Contact Centre.
THE ROLE
The Contact Centre Process Review Officer is accountable for the review and development
of manuals and scripts for the Contact Centre in line with Court Rules, processes and
legislative changes to enable the Contact Centre staff to provide a customer centric service
to court users, legal practitioners and members of the public. The Contact Centre Process
Review Officer supports the Contact Centre Manager in the continuous improvement, review
and development of the operational business processes.
Contact Centre Process Review Officer –30 Sept 2015
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KEY ACCOUNTABILITIES / RESPONSIBILITIES
Process Development and Review
 Develop and review contact centre business rules, operating manuals and scripts to
enable the Contact Centre staff to effectively respond to customer enquiries and requests
via the interpretation and application of court rules, processes and legislative changes.
 Ensure regular program of script development is in place and new scripts are rolled out
on a regular basis.
 Develop, distribute and maintain up-to-date and relevant contact centre documentation
(eg user guides, reference materials, scripts).
 Maintain and develop procedure manuals, guidelines, forms, publications and other
documentation to support the improvement of Contact Centre processes and customer
service focus.
Continuous improvement of Contact Centre operations
 Support the Manager Contact Centre in relation to the implementation of operational,
policy and procedural changes.
 With guidance from Director Strategic Reform and Manager Contact Centre review and
develop Contact Centre service operating process/procedures in line with application and
interpretation of Court Rules and procedures and the impact of legislative changes.
 Contribute to change reform and new business improvements for the operations of the
Contact Centre to a more online and customer centric service centre for the Courts.

With guidance from the Manager Contact Centre, review and improve systems and
operational work flow practices for efficiency, effectiveness and improved outcomes.
Quality Assurance and reporting
 Assist with the development of the Contact Centre quality management system by
reviewing and developing new management system procedures/service standards to
ensure that high levels of customer service are maintained.
 Create and/or maintain databases and management reporting, including interpreting data,
analysing trends and response rates.
Development/training of Contact Centre Staff in application/processes
 Provide training or briefings to Contact centre Staff and relevant CAA stakeholders on the
application, interpretation and usages of Contact Centre documentation and processes
developed, including changes in or new policies, procedures or operating manuals.
 Assist in developing and implementing training manuals and training plans to maximise
efficiency and customer service as needed
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KEY RELATIONSHIPS


Reports to the Manager Contact Centre
This position maintains key working relationships with:
o
o
CAA Senior management, managers across divisional areas, registry staff
and other CAA staff.
Court users including Government and Non Government organisations
working in related areas and members of the public and the legal profession.
SELECTION CRITERIA
Essential
1. Ability to understand, evaluate and document clear and concise work processes and
operating procedures/manuals
2. Highly developed analytical and problem solving skills
3. Well developed interpersonal and communication skills to enable the provision of a
quality customer service in a high volume area with customers from a diverse
background or may express challenging emotional reactions.
4. Ability to interpret and apply legislation and to assess the impact of legislative change on
operational processes
5. Demonstrated ability to work effectively with members of a team and those outside
formal reporting arrangements (senior management, court users, other agencies)
6. Possess interpersonal skills that foster the cooperation and support of others, particularly
in a team environment
Desirable
7. Experience in working in a service/call centre with knowledge of core products, policies
and procedures relating to the core function of the organisation
Qualification

No essential qualification required
SPECIAL CONDITIONS
The following special conditions apply to this position:


Appointment is under the Courts Administration Act 1993. Terms and Conditions of
employment are governed by the Public Sector Act 2009.
Appointment is subject to a satisfactory Child Related Employment Screening
(National Criminal History Record Check) prior to employment and subsequently
every three years.
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