Aps Level 5

**Job Reference Number **23-FMDIV-19025

**Classification **APS Level 5

**Job Title **Customer Liaison Officer

**Division **Financial Management Division

**Branch **Corporate and Financial Services Branch

**Section **Shared Services Perf and Gov ERP Rdns Section

**Location **Woden, ACT

**Status **Ongoing

**Employment type **Full-time

**Salary Range **$81,372 - $88,000

**Contact Officer Name**:Nikki Darby
**Phone**:02 62891571

**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 a 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 supports the

government and the department by providing a range of financial and budget management

services and advice and managing property and essential office assets and equipment. The

Division also provides financial, payroll and enquiry services for Health's employees,

suppliers and the community.

**Branch Responsibilities**

The Corporate and Financial Services Branch provides essential corporate services and

advice to enable the department and broader portfolio to function effectively. We’re one of

the largest and most diverse branches in the department and provide more than 400

different services across our teams to support thousands of people. Our services include

payroll, accounts processing, travel and credit card management, portfolio agency service

management and the contact centre. Our emphasis is on providing services to support

individuals and the business of Health. We’re the delivery and customer service experts.

**Section Responsibilities**

Health’s Shared Services Performance Team supports the delivery of the department’s

shared services to portfolio agencies. Through client engagement, the team provides advice

and support to these portfolio agencies. The team co-ordinates billing to the portfolio

agencies and, also undertakes performance reporting for the department and the portfolio

agencies. The team supports the shared service’s assurance framework which in turn

supports the portfolio agencies meet their applicable obligations.***

**Key Responsibilities**

The Customer Liaison Officer coordinates the delivery of services to clients by developing

and maintaining the key artefacts (e.g., Individual Agency Agreements, channel

management and service escalations) and supporting the secretariat for client governance

forums. Responsibilities of the Customer Liaison Officer include:

- Administer the liaison between shared service clients and service owners around

shared service process, systems and people by working closely with shared service

owners and clients and coordinating workflows/ tasks to address matters raised.
- Monitoring communication channels and responding to general enquiries, triaging

and prioritising enquiries and requests.
- Stakeholder engagement and coordination, including ability to build and maintain

productive working relationships with internal and external stakeholders (e.g. shared

service clients and service owners).
- Program management, including developing project/program plans, monitoring and

reporting progress and assurance of processes.
- Contribute to the production of a range of written material around client

engagement and communication including correspondence, agendas, minutes,

presentation, talking points, policy papers, briefings, and guidance material.
- Undertaking client research on client needs and sentiment, analysing and

interpreting data to identify trends and issues and identifying options and solutions

to support the shared service strategic direction.
- Developing, maintaining, and optimising client channel management across a range

of digital and non-digital channels, self-service and supported channels***

**Key Capabilities**

Strong interpersonal skills with the ability to communicate clearly and with influence.
- An appetite for creating positive change in a fast-paced environment.
- An innovative approach to work that applies holistic thinking towards the continuous

improvement of our services.
- A willingness to work independently and collaboratively as part of a high performing

team. - Demonstrated analytical and problem-solving skills, sound judgement and

ability to think strategically.
- Strong attention to detail and commitment to accuracy.
- Undertakes work with a high level of complexity or sensitivity, operating with

considerable independence under broad direction.
- Displays resil