Child Care Subsidy Provider Helpdesk Team Leader

12 hours ago

Canberra, ACT, Australia Australian Government Full time
{"About the Role

The Child Care Subsidy (CCS) Provider Helpdesk is the primary point of contact for approved child care services operating under the CCS. The team supports two phone lines and several email inboxes and work queues, providing assistance with payment and policy queries, submission and processing enquiries of enrolment and session reports, and general enquiries.

The Helpdesk also serves as a contact channel for the public to report suspected mismanagement of CCS, which may require collaboration with external Departments to investigate and resolve child care complaints and issues raised by families. Additionally, the Helpdesk manages the Department's general enquiry line and mailbox, assisting stakeholders with queries related to higher education, international education, and general education enquiries.

The CCS Provider Helpdesk Team Leader will be responsible for the day-to-day management of the team, including staff rostering, phone and email monitoring, providing quality feedback and guidance, and fostering a safe, inclusive, and proactive team environment.

Duties and Responsibilities
  • Develop a subject matter expert in all facets of the teams' queue work
  • Day-to-day team management including:
    • Break scheduling
    • Adherence monitoring
    • Phone and email monitoring of staff for team consistency
    • Providing regular feedback to staff
    • Providing coaching and support to team members
  • Assist team members with complex policy or system matters
  • Interpret and apply legislative obligations under the Family Assistance Law
  • Analysis and interpretation of data to identify issues and provide solutions
  • Liaise with internal and external stakeholders
  • Report directly to the APS 6 Team Supervisor
Requirements
  • Citizenship - to be eligible for employment with the Department, you must be an Australian Citizen or, in limited circumstances, in the process of obtaining it.
  • Security Clearance - our successful candidate is required to hold, or have the ability to obtain, and maintain a Baseline security clearance.
"}

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