Reception Services Officer

Location: Melbourne | Western Metropolitan

Job type: Full time

Organisation: Department of Families, Fairness and Housing

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

Occupation: Community Services

Reference: VG/DFFH/COPL/CW/379711

The Department of Families, Fairness and Housing (DFFH) works hard to create equal opportunities for all Victorians to live a safe, respected and valued life.

Our areas of focus are child protection, housing, disability, the prevention of family violence, multicultural affairs, LGBTQI+ equality, veterans, women and youth. The work we do benefits thousands of Victorians, particularly those who are disadvantaged and vulnerable.

We work in a variety of community-based settings, including people's homes, residential facilities and secure settings across metropolitan, rural and regional Victoria.

If you’re having any trouble viewing this ad and would like it or any attachments in an accessible format (such as large print), please don’t hesitate to get in touch with the contact person listed on the ad.

**THE ROLE**

The Reception Services Officer is a critical position within the office as it gives the first impression of the organisation. The role is instrumental in providing quality telephone and face-to-face service to clients, the general public, staff and service providers of the Department

**ACCOUNTABILITIES INCLUDE**

**Operating at value range 1, you will perform all the above together with increasing involvement to**:

- 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**:

- 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.
- Provide guidance for others in the work area

**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**

Applicants are required to submit a CV and Cover Letter (max 2 pages) outlining their suitability to the role in line with the Key Selection Criteria.
Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa. Work eligibility will be checked as part of the recruitment process.