Operator, Child Care Subsidy Provider Helpdesk

1 week ago

Canberra, Australia Australian Government Full time

APS Level 4
- Canberra, ACT
- $79,036 - $84,525

**About the Department of Education**
We contribute to Australia's economic prosperity and social wellbeing by creating opportunities and driving better outcomes through access to quality education and learning.

**The Role**

The Helpdesk also provides a contact channel so members of the public can contact the Department about suspected mismanagement of CCS. At times this may require working 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. This work includes assisting Stakeholders with queries related to higher education, international education and general education enquires.

The CCS Provider Helpdesk is an operational team, we work between the hours of 9am to 5pm in the Canberra city office, with scheduled breaks. The Helpdesk consists of around 20 team members from APS3 Operators to the Director. The Helpdesk is a small but dynamic team who regularly works together to deliver high quality frontline support to the child care sector.

**Duties and Responsibilities**
In this role, you will be responsible for the following:

- Assisting stakeholders with:

- Queries related to the payment of CCS and Additional Child Care Subsidy (ACCS)
- Identification and escalation of system issues
- Review and analysis of enrolments and session reports
- Advice and explanations of related child care legislation
- General enquiries
- Training and assisting colleagues when required
- Maintaining a queue of work, meeting set KPIs and maintaining your time effectively
- Analysing and interpretating data to identify key issues and themes
- Reporting directly to the APS 5 Team Leader

**How to Apply**
- Provide a summary (**no more than**500 words**) that outlines your skills, knowledge, and experience and why you should be considered for this vacancy. You should take into consideration the position overview (including any detailed position specific requirements) when drafting your response. Where possible include specific relevant examples of your work.
- Upload your Resume
- Provide contact details for 2 Referees.

**Eligibility**
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.

Please refer to the **Job Information Pack** for more information about the role.

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