Technical Support Officer
23 hours ago
THE ROLE
The Technical Support Officer (TSO) - CADS is responsible for assisting the Housing Call Centre (HCC) in achieving key performance indicators (KPIs) on a team and centre basis providing exceptional technical support to the Care and Disability Services program. The TSO supports the centre in maintaining best practice requirements and assists with management of escalated customer complaints and stakeholder management.
The TSO will use well developed technical and customer service skills to work with stakeholders across the state to improve outcomes for clients in Children and Families Care Services and Specialist Disability Accommodation (SDA) through provision of timely maintenance services.
The TSO is responsible for managing and monitoring the workforce management system to ensure business targets are achieved by balancing staffing levels with forecasted work volume demands and tracking any impacts to this including mitigation strategies used to combat these.
The position includes analysing results vs forecasts, identifying opportunities for improvement and recommencing solutions to achieve business goals and renter and key stakeholder expectations.
The TSO is responsible for conducting service improvement assessments on the work of the Housing Customer Service Officers (HCSO's). The TSO will provide day to day technical assistance and coach and develop staff members to deliver quality customer service to all stakeholders.
ACCOUNTABILITIES INCLUDE
- Provide technical floor support, coaching/mentoring and on-the-job training to Housing Customer Service Officers (HCSO's) developing the team to successfully achieve their service delivery goals.
- Handle and resolve escalated telephone calls including customer complaints regarding maintenance queries.
- Undertake forecasting and planning activities to effectively manage work schedules and systems to achieve service delivery goals.
Please open the position description to read more.
COVID-19 VACCINATIONThe 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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