Id Support Advisor

2 weeks ago

Sydney, Australia NSW Government -Department of Customer Service Full time

**ID Support Advisor**
**Salary**: Grade 7/8,?base full-time salary starting at $99,431 to $110,064 plus superannuation and leave loading
**Role Type**: Full Time Permanent (flexible working arrangements available)
**Location**: Support Office - Haymarket?

**About ID Support NSW**
ID Support NSW is a nation-leading business unit within the Department of Customer Service dedicated to assisting victims of identity crime. Established in 2021, it provides support to NSW government agencies in the event of a data breach as well as NSW customers impacted by identity misuse. With recent data breaches and increasing fraud, identity resilience is key to preventing misuse. Join ID Support and help shape how identities are protected and remediated in NSW.

**About the Role**
As part of our new Identity Support team, you will be providing project management and support activities to deliver on a range of initiatives to better deal with data breaches and identity compromise.

This is a great opportunity to join a growing organisation and contribute to the success of this whole of Government approach through customer education and remediation for customers impacted by a data breach or identity misuse. No two days will be the same as you balance competing demands and manage day to day project activities.

This role based within a Call Centre environment where you will be managing simple to complex cases for customers who have been affected by identity compromise.

**Key accountabilities for your new role will include**:
- Ensuring project and administration activities are undertaken to enable the project team to complete tasks and achieve agreed outcomes on time, on budget, to quality standards and within agreed scope, in line with established project management methodology
- Develop and maintain customer, stakeholder and vendor relationships
- Coordinate working groups, committees, and consultations to facilitate exchange of information and support project completion in line with project plans
- Undertake research and analysis, identifying trends and preparing project briefs, to support informed decision-making and planning
- Support the delivery of key initiatives across a broad portfolio of complex projects that will deliver on the Organisation’s priorities
- Support and monitor compliance with the framework for reporting routines, data analysis and fieldwork in the Business Unit to ensure outcomes are achieved
- Maintain effective reporting routines that provide insights and trends and ensure data integrity and transparency to identify and address issues and opportunities and highlight key performance areas
- Use a range of systems and databases to input and extract data, conduct research, analyse data and identify trends and issues and recommend solutions to address delivery issues
- Interpret and translate data and complex information into clear communication and engaging content that articulates how the delivery of Ministerial priorities benefits citizens
- Collaborate on the evaluation of research and formulate recommendations to support evidence-based interventions and strategic decision making to support delivery outcomes

**About you**
- Strong written communication skills including minute taking and case notes
- Excellent time management skills
- Demonstrated competency in Microsoft Office 365 and associated data and information visualisation platforms
- Ability to pivot attention across multiple areas as required at short notice.
- A positive outlook and customer focus
- Working collaboratively as part of a team
- Highly advanced active listening skills
- Previous experience in a contact centre environment preferred.
- High attention to detail and understanding of confidentiality are essential.
- Managing complex, sensitive information and consultations and building trust with diverse stakeholders and partners within agreed timeframes, considering their varying expectations, viewpoints, and interests
- Making sound decisions and exercise good judgement in collecting and interpreting complex data and information across a broad portfolio of projects and initiatives
- Managing complex and sensitive customer enquiries and providing world class customer service to support the remediation of customer enquiries.
- Previous experience working in a contact centre or phone operations environment
- High attention to detail and understanding of confidentiality are essential

**Essential Requirements**
- Australian citizenship with the successful applicant having, or being able to attain and maintain, a baseline security clearance or higher as a condition of employment.
- Your resume (no more than four pages)
- A cover letter (no more than one page) providing an overview of your suitability to the role based on the?key accountabilities?and ‘About You’ sections.?

Salary Grade 7/8, with the base salary for this role starting at $101947 base plus superannuation

**Closing Date: Monday, 20th March 2023 at 9:59am**

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