A03 Service Support Officer

2 weeks ago

Brisbane, Australia Drake International Full time

Our Client is looking for an APS3 Service Support Officer (SSO) to provide administrative and operational support within their Client Assist Contact Centre (National Operations. 12months min.
- The Service Support Officer provides the front line of customer service for clients who may be facing significant or complex challenges. They will be responsible for the accurate recording of clients' details before transferring the client to an Intake Clinician for an intake assessment. Where appropriate, Service Support Officers will exercise a degree of discretion to assist the clients with less complex requests. This may involve collaborating with others and connecting with the regional offices, relevant government, or community services to deliver the best service offer, encouraging the use of self-managed and digital services, and support operations.
- Responsibilities of the role:
- Provide customer service support at initial point of contact, streaming customers to the appropriate service channel, completing simple first contact resolution enquiries, identifying and prioritising customers who are potentially vulnerable, in distress or who have accessibility issues, and escalating potential issues to the leadership group.
- Process referrals, reschedules and cancellations
- Be available to work in a rostered environment and adhere to work schedules.
- Ensuring escalated cases are identified and promptly transferred to an Intake Clinician.
- Liaison with internal and external stakeholders in relation to the service provided by the Client Assist Contact Centre.
- Relevant and quality record keeping and documentation regarding client information.
- Ensuring compliance is adhered too, including the mandated use of specific clinical forms/templates.
- Support the ongoing range of quality improvement approaches within the Client Assist Contact Centre, including identifying opportunities for business and process improvement, offer solutions and support change.
- Exercise appropriate delegations in accordance with legislation and guidelines.
- Other duties as determined.

To be successful in this role you will have:
- Strong communication skills
- Can Research and make sound decisions using appropriate judgement
- An Ability to Analyse and evaluate customer needs, requesting support as appropriate
- Able to Tailor services to customers
- Understand and make connections with community, government, and other services
- Build relationships and engage with diverse groups of people
- Collaborate with other staff in immediate work area, across a virtual team and with other areas of the department
- Support and train others, undertake ongoing training
- In the context of a clinical team composed of allied health professionals, identify, respond to and escalate customer aggression and/or customer interactions
- Work in and adapt to a changing environment
- Demonstrate relevant computer literacy skills
- Commitment to holistic customer service- The above position is open only to applicants who have a current right to work in Australia. _
- Applicants who do not have a current right to work In Australia will unfortunately not be considered and are respectfully asked not to apply._

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