Reporting Support Officer

The **Reporting Support officer** works collaboratively in the Frontline Support team providing first level
support and advice on how organisations comply with their reporting requirements under the Workplace
Gender Equality Act 2012 (Act). This includes guidance on how to submit reports using our Customer
Relationship Management (CRM) system, dealing with enquires, basic system administrative and
maintenance tasks associated with the CRM platform and working across multiple communication channels
to field and address support cases.

The Reporting and Technology’s team purpose is to manage and deliver gender equality reporting under the
Workplace Gender Equality Act 2012 (Act), capturing data to ensure compliance. Platform development and
enhancement for improved user experience and expanded regulatory requirements. Enabling and supporting
the Agency Information Technology needs and requirements.

This role provides reporting organisations with exceptional service levels across a multi-channel support
operation and builds positive working relationships with both colleagues and external stakeholders using a
respectful, proactive, solution-based approach.

**Expected outcomes and accountabilities**

This position reports to the Reporting and Technology Executive Manager (under general supervision of the
Technology Platform Lead) and is accountable for:

- providing professional multi-channel customer support as they relate to the Agency’s reporting

functions.
- interpreting information provided by reporting organisations and communicating with them to provide

Equality Act 2012.
- assisting in the maintenance of accurate information in the Agency’s Customer Relationship
Management system about relevant employers, contacts, reporting hierarchies and other relevant
data.
- assisting the team with the management, coordination, and quality preparation of customer support
communications.
- contributing to other Agency projects as required.

**Expected capabilities**
- sound judgement using established procedures and protocols.
- experience in providing quality customer services through excellent internal and external customer

service skills. This includes developing plans, objectives, clarifying expectations and deadlines;
keeping clients informed on progress; providing prompt and professional outcomes for clients.
- strong written and verbal communication skills which include the demonstrated ability to confidently
present messages in a clear, concise manner and to tailor communication style to suit the audience.
- previous CRM experience (Salesforce desirable)
- computer literacy including an intermediate level of experience using MS Office software (Word, Excel,

PowerPoint, Outlook), and databases.

***
- interpersonal skills and the ability to collaborate with and maintain strong relationships with a broad
cross-section of stakeholders.
- an understanding or ability to rapidly gain an understanding of the relevant reporting requirements for
public sector and compliance reporting
- able to work independently and flexibly, with limited supervision, analysing and using some judgement
to select an appropriate course of action in a busy office environment. This includes taking a proactive
approach and personal responsibility for accurate and timely completion of work.
- adopts a principled approach and adheres to the APS Values and Code of Conduct.
- Baseline security clearance or the ability to obtain clearance.

The Agency

**What we are looking for **
People who are committed to Gender Equality and have a passion to improve it in Australian

workplaces. 
People who engage with the future direction of the Agency** **
Flexible and adaptable people to meet immediate needs and future challenges** **
Leaders committed to creating a positive workplace culture** **
Team oriented people who have energy and are determined to succeed** **
People who can make reasonable decisions and exercise judgment** **
People who are open and accountable and of high integrity.**
**What we offer **
A culture that is committed to achieving results and values innovation** **
Opportunities to work on agency wide projects and collaborations** **
Flexible working arrangements and excellent working conditions** **
Modern offices in Sydney CBD** **
Attractive salary packages including generous superannuation and a range of other benefits.