Customer Service and Education Officer

Location: North West Region | Bendigo

Job type: Full time

Organisation: Portable Long Service Authority

**Salary**: $55,439 - $71,194

Occupation: Customer Service/Call Centre

Reference: VG/PLSA/OPS/1675222

The Customer Service and Education team are the frontline staff for the Authority and will be the first point of contact for workers and employers to educate and support workers and employers through a variety of channels to understand benefit entitlements and worker and employer obligations. They will perform customer service and education activities, as well as ensuring they log and resolve queries according to established operational procedures and using the Authority's IT systems.

**About us**

The Portable Long Service Benefits Scheme began on 1 July 2019 to ensure eligible workers in the community services, contract cleaning and security industries can build up long service benefits based on time in their industry, rather than with a single employer.

**About the role**

The Customer Service and Education team are the frontline staff for the Authority and will be the first point of contact for workers and employers to educate and support workers and employers through a variety of channels to understand benefit entitlements and worker and employer obligations.

The Customer Service and Education team is involved with:

- Working as part of a cohesive and collaborative team involved in the provision of high-quality customer service and actively contribute to the effectiveness and efficiency of a customer focused work team.
- Providing consistent, timely and accurate advice to workers and employers regarding the _Long Service Benefits Portability Act 2018_, the _Long Service Benefits Portability Regulations 2020 _and operational procedures in accordance with relevant legislation.
- Facilitating the timely submission of quarterly returns and payments to ensure employers comply with their legislative obligations.

**About you**

As a Customer Service and Education Officer, you will have:

- excellent customer service skills, oral and written communication skills.
- the ability to foster productive working relationships with stakeholders, customers and team members.
- sound organisational skills, including the ability to effectively manage multiple tasks and an ability to determine priorities and to meet deadlines in pressure situations.
- the ability to work independently or as a member of a small team in an office environment.
- an understanding of public service values covering ethical standards and a demonstrated self-awareness, professionalism and a proven commitment to Respect, Equity and Diversity in the workplace and Work Health and Safety principles and practices.

**Other relevant information**

The Authority is committed to providing and maintaining a working environment which is safe and without risk to the health of its employees and clients and consistent with the Authority's obligations under the Occupational Health and Safety Act 2004 (OH&S Act). Therefore, there is a requirement that all PLSA employees be fully vaccinated against COVID-19 in order to undertake duties outside of their homes (unless an exception applies).
To be able to meet the COVID-19 Mandatory Vaccination (Workers) Directions and for the Authority to meet its obligations under the OH&S Act, the Authority will request employees provide their vaccination information. Request for vaccination information or evidence of an exemption will be made in the pre-employment stage.
Inability to provide this may impact your subsequent employment with the Authority.