Aps Level 4

**Job Reference Number **22-FMDIV-14448

**Classification **APS Level 4

**Job Title **Business Support Officers

**Division **Financial Management Division

**Branch **Corporate and Financial Services Branch

**Section **Contact Centre Section

**Team **Business Management and Enabling Unit

**Location **Woden, ACT

**Status **Ongoing & Non-ongoing

**Employment type **Full-time

**Salary Range **$73,706 - $77,879

**Contact Officer Name**:Rebecca Bettiens
**Phone**:02 6289 2206

**Eligibility**
- To be eligible for employment with the Department of Health and Aged Care

applicants must be an Australian citizen at the time an offer of employment is made
- An applicant’s suitability for employment with Health will also be assessed through a

variety of pre-employment check processes, such as:

- Satisfactory completion of an Australian Federal Police criminal history check,
- and where relevant a Working with Children and Vulnerable People Check.
- Completion of a medical declaration and pre-employment medical (where
- required).
- Providing evidence of qualifications.

**Division Responsibilities**

As part of the Corporate Operations Group, the Financial Management Division provides

support to the Department of Health and Aged Care through a range of financial and budget

management services and advice, property and asset management, payroll and other

corporate services, including shared services for the Health and Aged Care Portfolio.

**Branch Responsibilities**

The Corporate and Financial Services Branch provides a range of essential corporate services

including financial services, payroll, procurement advice and the department's contact

centre, that enables the effective operation of the department and portfolio. The branch

also leads engagement on the whole-of Government Shared Services agenda and manages

our corporate service delivery to Portfolio Agencies.

**Section Responsibilities**

The Health and Aged Care Contact Centre partners with program, policy and corporate

business areas to answer community, health provider and employee enquiries about Health

and Aged Care policy, programs and services. Every year more than 400,000 members of the

Aged Care to the community. The broader section undertakes projects to improve the

delivery of customer contact services across Health and Aged Care.

**Team**

The Business Management and Enabling Unit (BMEU) is one of two teams that make up the

Contact Centre. The other is the Service Delivery Unit (SDU) who are responsible for the

day-to-day delivery of enquiry services to the community, health providers and employees.

The BMEU team provides support for the SDU functions through a variety of enabling

services and manages the Contact Centre’s business partner relationships.

**Key Responsibilities**

The Business Support Officer roles are primarily responsible for:

- Updating information and training resources on the Contact Centre SharePoint sites
- Liaising with business areas for access to current and cleared information
- Managing & triaging the Contact Centre mailbox***
- Supporting the BMEU APS5 Account Managers with tasks including:

- Reporting for stakeholders***
- Being an escalation point for the Contact Centre Team Leaders (TLs) and Senior

Customer Service Officers (SCSOs) to clarify information and processes
- Providing CC-EMS (Microsoft Dynamics 365) support to Stakeholders
- Taking meeting minutes and assisting in demonstrations***

**Key Capabilities**
- Strong communication skills including the ability to establish and maintain positive

working relationships
- Well developed organisational skills in conjunction with the ability to manage

competing priorities, multi-task and deliver a high standard of work
- Adaptable to change
- Ability to work effectively within a team in a dynamic environment to meet

deadlines and ensure delivery against objectives

Microsoft SharePoint, Trim, Microsoft Dynamics 365, Microsoft Power BI and/or the

ability to adapt quickly to using new technology.***

**Desirable Experience**
- Experience in a contact centre environment that handles incoming enquiries would

be beneficial for this role.
- Experience in manipulating data and producing reports in Excel and other reporting

systems would be a welcomed skill set. Along with experience in financial processes,

including invoice processing and accruals.

the real potential to develop, the required skills, knowledge, experience and qualifications

to perform the role. These requirements are based on the information provided to you as

part of the job advertisement, in line with the APS Work Level Standards.

Applicants are required to provide a statement of claims framed around the key duties and

key capabilities. **Your statement of claims should be no more than one page in total with a**

**font no smaller than size 10. Applications that do not meet these requirements may not**

**be considered.**

**Work Environment Description**

Respo