Customer Service Officer

4 weeks ago

Waurn Ponds, Australia Deakin University Full time

**Job no**: 544709

**Work type**: Part-time

**Location**: Geelong - City, Geelong - Waurn Ponds

**Categories**: Administration, Student Services, Customer Service
- Based at our Geelong Waterfront and Waurn Ponds Campus
- Part-time (0.4FTE) and continuing
- HEW 5 $74,148 - $83,163 + 17% Superannuation (pro rata, part time)

Founded in 1974, Deakin is a public university in Victoria with 61,000 students across five campuses: Melbourne Burwood, Geelong Waurn Ponds, Geelong Waterfront, Warrnambool, and the online Campus. We are a progressive and open-minded university, with the highest student satisfaction in Victoria and consistently ranked in the top 1% of the world’s universities.

You will be the primary point of contact for Deakin students and staff seeking professional services provided by the Health and Wellbeing Centres. To enable this, this position maintains broad and up-to-date knowledge of the University’s news, events, policies and procedures by networking with relevant areas across the Deakin services as well as an up-to-date knowledge of external guidelines such as Department of Health and Human Services and Medicare.

Do you have medical reception experience? You will manage staff and students presenting for medical, counselling and wellbeing services, deploying appropriate triage techniques whilst ensuring the requirements of confidentiality and privacy legislation are strictly adhered to at all times.

**Your key responsibilities will include**:

- Deliver effective and efficient outcomes and outputs against team and operational work plans utilising multiple clinical and data management software systems simultaneously
- Take personal responsibility and show initiative to meeting goals and objectives contributing to an inclusive team environment and welcoming environment for students and staff accessing services
- Consult with available sources to gather relevant information and seek the expertise and advice of other people as appropriate ensuring relevant referrals to various Health and Wellbeing services as per existing guidelines
- Recognise the importance of teamwork and of effective communication amongst team members and build rapport within immediate team in ways that are respectful and inclusive of others
- Clarify expectations and respond promptly to client requests, queries or complaints to ensure client needs are met to agreed standards and timelines and escalating to appropriate staff as required
- Build productive relationships with a diverse range of existing stakeholders and actively seek to maintain positive relationships
- Understand local processes, maintain accurate client records and correspondence handling, manage account and banking systems, regularly track progress of work tasks and identify key issues
- Present information in a clear, structured, concise and tailored way by focusing on key messages and check that messages are understood and meet audience needs
- Use knowledge of continuous improvement principles to analyse current processes and practices
- Provision of administrative and organisational tasks in support of Managers and other senior staff members

**To be successful, you’ll have**:

- Completion of a Degree without subsequent relevant work experience; or an equivalent combination of relevant experience and/or education/training
- Experience in a customer service environment in a large organisation
- Medical reception experience
- Knowledge of medical terminology and medical software packages, Best Practice in particular

**Applications for this position close on 29 August 2023.**

**SPECIAL REQUIREMENTS**
- Working with Children Check (refer to Recruitment Procedure)
- Mental Health First Aid Training
- Current First Aid Certificate 2 or CPR certificate

**Please submit your updated resume and a short cover letter outlining your skills and experience for this role.**

**Are You Ready?**

Deakin is a Victorian university with a global impact. We are an agile, dynamic, and innovative university committed to making a positive impact through our excellence in education, research and innovation and the contributions we make to the wider community.

We understand that our reputation has been built on the dedication and expertise of our staff and we offer a dynamic and diverse working environment with opportunities to grow and develop careers. We believe that a progressive, thriving culture will ensure that people choose to come, and stay at Deakin and contribute to our ongoing success.

**Advertised**: 15 Aug 2023 AUS Eastern Standard Time
**Applications close**: 29 Aug 2023 AUS Eastern Standard Time

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