Reception Services Officer

1 week ago

Box Hill, Australia Department of Families, Fairness and Housing Full time

THE ROLE
The Reception Services Officer is a critical position within the East Division, Department of Families, Fairness and Housing. The role is public facing and can be the first interaction an individual has with the organisation. The role is responsible for assisting clients, the general public and other service providers with the purpose of their contact and ensuring they are provided with accurate, up to date information or referred to the right person/agency.
ACCOUNTABILITIES INCLUDE
Operating at value range 1, you will
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- As part of a team, deliver a high quality telephone and reception service to clients, service providers and members of the public by maintaining a welcoming and professional manner, acknowledging all visitors and callers, respecting diversity and responding promptly to their needs in turn.
- Attend appropriately to each individual enquiry by taking a helpful approach, establishing the purpose of the visit or call, assessing the service required and providing the appropriate response.
- Maintain effective working relationships, liaise efficiently and professionally with all levels of staff.
- Maintain skills to effectively use of a range of information and communication technology.
- Assist clients who are distressed, angry or confrontational with courtesy, implementing established security procedures as required.
- Operate as an effective team member in a team environment and deliver quality, timely and effective customer service.
- Provide support through a range of administrative functions as required.
- Keep accurate and complete records of your work activities, including client contact and referrals, in accordance with legislative requirements and the department's records, information security and privacy policies and requirements.
- Take reasonable care for your own health and safety and for that of others in the workplace by working in accordance with legislative requirements and the department's occupational health and safety (OHS) policies and procedures.
- Demonstrate how the actions and outcomes of this role and work unit impact clients and the department's ability to deliver, or facilitate the delivery of, effective support and services.

Operating at value range 2, you will perform all the above together with increasing involvement to:
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- Provide guidance for others in the work area.
- Take initiative to recommend process and system improvements to be applied for the local work area.
- Contribute to operational service delivery policy and process development.
- Provide a local reference point to maintain operational and administrative processes.

Please open the position description to read more.
VACCINATION REQUIREMENTS POLICY
The department may require its employees to be fully vaccinated against preventable diseases such as the current coronavirus (COVID-19). The department's COVID-19 Vaccination requirements policy(Word) outlines the requirements for existing employees, other workplace participants and prospective employees. Please read in full prior to applying.
HOW TO APPLY

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