Service Officer/customer Service

2 weeks ago

Sydney, New South Wales, Australia Healthdirect Australia Full time
Join an organisation dedicated to helping Australians improve their health

  • Initial 12 month fixedterm contract
  • Hybrid working (2 days) in our Haymarket office, near Central station

About us
Healthdirect Australia is a government-owned, not-for-profit organisation and leader in digital healthcare solutions.

We play a key role in developing innovative telehealth and digital healthcare solutions and work with purpose and unwavering commitment to provide highly reliable and trusted health information services to help Australians actively manage and improve their health.

Our virtual services are easily accessible via multiple channels, including helplines, video call solutions, the
- healthdirect_ app and our website, and cater for Australians at all stages of life, ranging from practical and emotional support during pregnancy through to advice about aged care and helping Australians through the COVID-19 pandemic.


No matter where people live, or what time of day or night it is, they can use our services to talk to a health professional, find trusted information and advice online and locate their closest health service.

Our organisation has strong and committed leadership and a clear strategic vision, with further ambitious developments planned, utilising technology to provide continued excellence in healthcare.


About the opportunity
The National Health Services Directory (NHSD) is a key piece of national digital health infrastructure. It supports the Australian Digital Health Agency's national strategy for improving digital health integration across the health system. The NHSD is a comprehensive, national directory of health services and the practitioners that provide them.


The Service Officer plays an important role in the NHSD by working in a multi-stakeholder environment responding through various mediums to stakeholder requests.

The Service Officer will be part of the Service & Operations team and will be responsible for supporting the management of data in the NHSD through manual validation and data entry.

The role contributes to improving and maintaining the overall quality and accuracy of the NHSD by identifying customer needs, clarifying information and enquiries, and recording information accurately.


Key responsibilities of this role include:

  • Validation and updating of services and practitioners in the NHSD database, including creation of new service listings, removal of service details and practitioner updates.
  • Completion of manual exceptions requests from Data management
  • Ensuring the accuracy and integrity of the data of the NHSD is maintained.
  • Triage of all incoming tickets (into service requests, new registrations and incidents), maintenance of detailed ticket information, closure and the identification of trends and patterns of incoming tickets
  • Coordination (across steams) and management of Jira tickets within the NHSD to resolution.
  • Escalation of tickets for management intervention and support for resolution.
  • Support the ongoing completion of campaigns as coordinated with the Stakeholder team, including contact with customers to maintain and validate service and practitioner information in the NHSD.
  • Work with the NHSD team on process improvement and standardisation of tools and procedures.

What we're looking for

  • Demonstrated experience in client support using Jira as the ticketing system.
  • Demonstrated experience with Microsoft Office, particularly Excel and Word.
  • Background in maintaining a client/user database would be advantageous.

Why work with us
We believe our strength comes from our talented and dedicated staff. We are committed to working together to create a culture where you can bring your whole self to work.

Our benefits include:

  • Flexible work arrangements (2 days per week in office, prorated for part time employees);
  • 14 weeks company Paid Parental Leave for both parents.
  • Multidimensional wellbeing program that is run by our people for our people.
  • Individual curated learner journeys to support you to expand your capabilities and unlock your talent.
To find out more about Healthdirect, and our vision for a healthier Australia, please visit our website -


As an Equal Opportunity Employer, we respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.

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