Description:
- Assignment anticipated duration is up to 12 months
- Ideal Start date: ASAP
- Location : Brisbane CBD
- Working Arrangements: 100% in the office
- Work Hours: Be available to work in a rostered environment, between 7:00 AM - 7:00 PM
- Onboarding Time: Approx. 2 -3 weeks
- Working Rights: Australian Citizen
- Currently hold or ability to obtain a Working with Vulnerable People check AND/OR currently hold or ability to obtain a Working with Children check.
Role background
A Senior Service Support Officer is responsible to the Service Support Team Leader. You will assist in managing Client Assist Contact Centre's day-to-day administrative support functions to clients, and to the clinical service delivery staff, to ensure quality services are provided to community and their families. The contact centre is a 24/7 national phone service that provide support and information to clients.
You will be expected to perform the traditional administrative duties, including call taking, appointment management and response to online enquiries. In addition, you will act as an immediate escalation point to support your team in real-time.
Key Responsibilities:
- Assist the Service Support Manager in supervising APS Level 3 Service Support Officers. Including monitoring performance, setting priorities, task allocation, and identification of training needs.
- Contribute to overall service delivery via Queue Management duties:
- Monitor and ensure compliance to telephony schedule and standards.
- Facilitate timely resolution of process and procedural queries.
- Provide process knowledge and support to the team.
- Develop and implement strategies for managing the workload to ensure performance expectations are met.
- Ensure staff are allocated appropriate work and skill tags.
- Provide front of house and administrative support across all service delivery streams inclusive of data entry and record keeping.
- Undertake more complex administrative duties.
- Provide admin training assistance to the Learning and Development Coordinator.
- Be available to work in a rostered environment and adhere to work schedules.
About you:
- Strong experience in the administration field
- Demonstrated professional experience in the conduct of business operations and supporting service delivery within a mental health service and government environment
- Strong written and verbal communication experience, assessed against the APSC WLS.
- Currently hold or ability to obtain a Working with Vulnerable People registration OR currently hold or ability to obtain a Working with Children check
This pay rate is inclusive of mandatory 25% casual loading