Customer Service Officer

3 months ago

Melbourne City Centre, Australia Department of Education Full time

About the Department
The role of the Department of Education is to support Victorians to build prosperous, socially engaged, happy and healthy lives. It does this by supporting lifelong learning and healthy development, strengthening families and helping to equip people with the skills and knowledge for a 21st century economy and society.
About the Victorian School Building Authority
The Victorian School Building Authority (VSBA) is part of the Department of Education. Established in 2016, it oversees Victoria's largest school building program since the state introduced free public education in the 1870s.
The VSBA upgrades and expands existing schools and plans, designs and builds new schools to meet enrolment demand. We also support schools to maintain their buildings and grounds by offering expert advice and coordinating maintenance programs and grants.
With Victoria recently introducing two years of funded kindergarten, the VSBA is also working with the early childhood sector on a massive kindergarten construction program.
About the Division
The Corporate Division provides corporate support to all VSBA teams and fulfills an important assurance and oversight role. They guide VSBA to achieve strategic objectives and ensure decision-making is transparent and accountable. The division also coordinates communication and consultation with local communities about their school building projects. They develop graphic design and video content, manage our social media channels, lead organisational customer service reform, distribute our e-newsletters and organise ministerial and other events for our projects.
About the Role
The role involves significant stakeholder engagement with the Victorian community, schools and across the Department. The role requires someone with strong written and verbal communication skills who can effectively communicate with a wide range of audiences on behalf of the organisation.
The key accountabilities for the Customer Service Officer are to:

- Direct, monitor and escalate correspondence as required, using integrity and confidentiality at all times
- Anticipate customer needs and provide responses that include additional helpful information related to a query
- Work cooperatively to provide a range of services to schools, members of the public and colleagues, and to support organisational goals, values and behaviours
- Understand the organisational context and use this knowledge to effectively communicate with stakeholders
- Liaise with Departmental staff and staff of public and private sector agencies to support the appropriate flow of relevant information - including providing written correspondence to schools and members of the public
- Liaise with program areas to create procedures and protocol for handling front facing comms for a variety of VSBA programs
- Maintain relevant databases and registers for tracking correspondence
- Prepare weekly and monthly reports on correspondence
- Support additonal communications projects where required, including issues monitoring and website management
- Identify activities/events that are likely to become community or media issues
- Recommend strategies to manage the issues, including identifying appropriate responses and communication channels

All VSBA staff have a shared responsibility to meet the same service standards outlined in the VSBA Customer Service Charter. Our goal is to make every interaction with the VSBA a positive one for our customers, colleagues and key partners regardless of our individual role or team.
Attributes
Desirable Qualifications and Experience
- Desirable : considerable/demonstrated experience in a frontline role within government

Further Information
Applicants requiring adjustments can contact the nominated contact person.
Applications close 11:59pm on 1 October 2024

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