Operational Support Officer

2 weeks ago

Greater Adelaide SA, Australia Defence Housing Australia Full time

**Job no**: 493278
**Work type**: Full Time
**Location**: Adelaide
**Classification**: DHA Level 5

**About your team**

The Contact Centre is responsible for delivering timely, consistent and professional customer service to Defence members and their families. Operating across sites in Adelaide, Townsville and Newcastle, the contact centre delivers Housing, Maintenance and Living in Accommodation services in a multi-channel environment.

The Contact Centre Operations Team is located in Adelaide and is responsible for scheduling, quality assurance, client liaison, reporting, specialist delegations and capability development.

**Your contribution**

As an Operational Support Officer you will provide a wide range of operational support services to the Contact Centre Operations Team in the areas of scheduling, reporting, process improvement, training and service quality.

**Skills to be successful in this role**:

- Demonstrated experience in scheduling geographically-dispersed teams in a multi-channel Contact Centre environment including intra-day/real-time management of resources.
- Experience providing a support function in an Operations environment, including coordinating and scheduling Contact Centre development activities.
- The ability to source and work with data to produce Contact Centre reporting that meets end-user requirements.
- Experience in quality assurance processes and auditing.
- Proven ability to meet deadlines and effectively manage work priorities across multiple projects.
- Ability to collaborate and positively engage with all stakeholders to drive business process improvement.

**Benefits for working at DHA include**
- 15.4% superannuation
- Work-life balance
- Support career development opportunities
- Generous leave entitlements including 15 days personal leave and 20 days annual leave annually*

For more detail on what we offer, visit the DHA website.

**How to apply**:
**Eligibility**

Employment with DHA is conditional on successful applicants demonstrating that they are an Australian citizen, meeting the required medical standards, and obtaining and maintaining a security clearance at the required level.

**Order of merit**

Any merit pools established from this merit-based process will be valid for 18 months from the date of advertising. This merit pool may be used throughout this period to fill similar positions in the event positions become vacant.

**RecruitAbility**

The RecruitAbility scheme applies to this vacancy. For more information on the RecruitAbility scheme please visit the APSC’s page on RecruitAbility.

**Inclusion and Diversity**

**Applications Close**: AEST 11:55pm Tuesday 9 April 2024

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