Concessions Information Line Operator

7 days ago

Melbourne, Australia Department of Health Full time

Location: Melbourne | CBD

Job type: Full time / Ongoing

Organisation: Department of Health

**Salary**: $72,751 - $88,336

Occupation: Customer Service/Call Centre

Reference: VG/DH/CS/1675251

***:
The Financial Services stream is comprised of a range of financial services including Accounts Payable, Caregiver and Hardship Payments.

The Concessions information line operates from 9am to 5pm standard business days and provides information about Victorian Government concessions and hardship programs to applicants, stakeholders, and the general public. The Senior Concessions Information Line Officer, within the Customer Support Branch, will be responsible for managing and ensuring the quality, responsiveness and timeliness of information provided to clients.

To be successful for this position, you will need to be a customer advocate, have excellent communication and data entry skills.

**Accountabilities**:

- Respond to calls about Victorian Government concessions and hardship programs and the Victorian Carer Card from applicants, stakeholders, and the general public
- Liaise with internal/external stakeholders to verify and/or seek additional details in relation to documentation submitted for processing or stakeholder enquiries.
- Ensure appropriate documentation is provided, registered, updated, and filed in accordance with the Financial Management Act 1994, regulations, delegated powers and departmental policies and procedures.
- Resolve day-to-day operational issues and queries raised by internal/external clients/stakeholders in a timely manner and report exceptional issues to the Team Leader for resolution.
- Contribute as an effective branch member in a team environment and assist in the provision of quality, timely and effective customer service to managers and staff within the branch
- Assign and oversee the completion of required duties ensuring adequate explanation of specific tasks.
- Supervise and support staff to achieve their potential while maximising their contribution and outcomes ensuring contingency staffing arrangements and successful role succession.
- Provide mentoring and coaching concessions phone line staff regarding changes in policy, processes, and procedures.

**Mandatory Vaccination Policy**

**HOW TO APPLY**:
For this position, you are not required to address each of the key selection criteria in a separate written document.

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.

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