Aps3/4 Service Support Officer Mel: Services

**Job Information**:
Industry
- Government & Public Sector

City
- Melbourne

Province
- Victoria

Country
- Australia

Postal Code
- 3000

Number of Positions
- 1

**About Services Australia**
***
We touch the lives of almost every Australian and we are here to help people meet life’s challenges. Services Australia is responsible for the delivery of advice and high quality, accessible social, health and child support services and payments. We continually build on our foundation of service excellence to shape how government services are delivered to the Australian community. Our task is to modernise the way we work to deliver simple, helpful, respectful and transparent services every time. We offer work that improves the lives of Australians, great working conditions, workplace diversity and inclusion that reflects the community we serve and flexible work practises for work and family life balance.

**Aurora offers**:

- 18-month employment contract with a competitive salary
- Learning and development - including on-the-job and formal training/qualification
- Ongoing support and coaching throughout the program from an experienced neurodiversity specialist provider
- A dedicated agency relationship manager.

**About the role**

1 x APS3/4 Service Support Officer**
**About the team**
We achieve integrity outcomes through the operational delivery of compliance, debt raising and debt recovery program and services. Our diverse skills and capabilities allow us to quickly mobilise large workforces to deliver priority work across the agency.

We proudly and passionately strive for excellence in customer and staff experience. With 8 service delivery footprints that span the country, CDO protects the integrity of the government outlays for social welfare by:

- Completing risk-based compliance reviews and interventions in line with the agency's Compliance Assurance Programme.
- Raising and recovering social welfare overpayments.
- Providing customer service and processing associated with the Income Compliance Program's Refund and Remediation work and Settlement Distribution Scheme.
- Delivering functions to support service operations, including quality and divisional communication.

**Tenure***

The roles are full-time, non-ongoing/ongoing, non-ongoing contracts for up to 18 months.

**Location of role**

This role is located in Melbourne CBD and surrounds, VIC.

**What you will do**

The Strategic Support and Coordination teams play an important role within the Compliance Assurance and Debt Operations Division (CADO). The teams have a broad range of responsibilities including:

- supporting CADO in developing and distributing clear and timely communication to help staff deliver quality customer service and government outcomes
- overseeing quality in the Compliance and Debt Operations (CDO) branch
- supporting CDO branch to transition through change and achieve key priorities
- delivering the Empowering Excellence program and supporting CDO local leadership to sustain high performance practices
- monitoring submissions to the Home Improvement Hub and working with stakeholders to progress ideas
- supports local leaderships to sustain high performance practices
- leads and coordinates branch reporting activities
- undertakes objective, systematic analysis and draws conclusions based on evidence

**As a Service Support Officer you will**:
Duties may include some or all of the following:

- management and dissemination of internal communication
- development and distribution of executive messaging
- development of communication plans and support business areas developing internal communication products
- publishing communications through various channels on behalf of other business areas
- coordinate facilitated technical and self-paced training for staff and provide written communications to sites
- collate self-paced learning resources from various stakeholders to provide to leaders
- liaise with stakeholders regarding scheduling of training and queue demand
- monitor, coordinate and report on the Mandatory Training for the branch
- coordinate the movement of staff into surge work or changing work priorities.

**Requirements**:
**_
What you should have_**

Ability to:

- communicate in an effective way
- research and make sound decisions using appropriate judgement
- tailor services to meet business needs
- build relationships and engage with diverse groups of people
- collaborate with other staff in immediate work area and other areas of the agency
- support and train others
- work in and adapt to a changing environment
- demonstrate relevant computer literacy skills.

**_
What is nice to have_**

Knowledge and understanding of:

- payments, programs and services administered by the agency, with an in-depth knowledge of one or more services
- relevant service models, including the agency’s Service Delivery Operating Model
- the role and responsibilities of the agency
- customer groups and related service needs
- d