Service Improvement Officer, Business Delivery

3 weeks ago


Morwell, Australia Department of Families, Fairness and Housing Full time

THE ROLE
The Service Improvement Officer provides support to the staff development and quality customer service of the Housing Call Centre (HCC). The Service Improvement Officer is responsible for conducting service improvement assessments on the work of Housing Customer Service Officers (HCSO's) in obtaining results on work performance. The service improvement assessment component of the role is used by the training team to design, deliver and evaluate training to HCSO's and other staff of the HCC in line with specific operational tasks. The Service improvement Officer coach new staff members to develop them to deliver quality customer service to renters and all stakeholders alike.
ACCOUNTABILITIES INCLUDE
1.Undertake service improvement assessments for HCSO's in line with policy and guidelines, providing effective and timely information to Team Coordinators on individual and centre performance and development needs highlighting concerns and suggested solutions from trend analysis.
2.Work collaboratively with the Service Improvement Team Coordinator in identifying, contributing and addressing individual and centre training need.
3.Work collaboratively with Team Coordinators to assist with review of individual Service Improvement Plans to ensure HCSO's are meeting best practice requirements.
Please open the position description to read more.
COVID-19 VACCINATION
The department strongly recommends (but does not mandate) that employees maintain their COVID-19 vaccination status in accordance with current ATAGI (Australian Technical Advisory Group on Immunisation) advice, given their individual circumstances. As of June 2023, DFFH does not require evidence of COVID-19 vaccination status.
HOW TO APPLY



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