Operational Support Officer

About the Role

This role is responsible for providing a range of administrative and operational support functions to enable the efficient and effective delivery of services to Lifetime Schemes' customers by the frontline teams.

Operational Support Officers enable the delivery of Lifetime Schemes' strategic objectives by working proactively and collaboratively with customers, internal and external stakeholders, and each other to provide an effective centralised administrative function for Lifetime Schemes.

Benefits

• A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
• icare day – access to an extra day's leave
• 17.5% annual leave loading
• Comprehensive learning and development support aligned to icare's Core Capabilities.
• Our People Awards - On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards
• Access to our Employee Assistance Program

Duties

It's an exciting time at icare where no two days are the same; as Operational Support Officer you will be involved across:

• System Workflow Management: Manage a range of administrative processing and operational support tasks within Lifetime Schemes case management systems; including but not limited to Navigator, CRM and CMS.
• Service Requests: Manage a range of service request types according to agreed business process, including treatment and care requests, home modification requests, continence and consumables prescription and variation requests, cab-charge requests and setting up GP / Pharmacy accounts with MVR medication lists.
• Email inbox management: Manage relevant inboxes by actioning all internally and externally received documents, reports, invoices and requests in accordance with agreed business process and timeframes, including but not limited to uploading documents, applying correct naming protocols, document categorisation, and finalising documents.
• Physical Mail: Manage physical mail, including scanning, indexing and distributing incoming mail to appropriate teams / business units, and attend to the printing and mailout of letters / communications.
• Correspondence: Create and communicate correspondence, including service approvals, purchase orders, invoice decline letters, requests for information, and ad hoc items as directed by Operational Support Team Leader.
• Information requests: Respond to requests for information by collating and sending copies of relevant documents for insurers, solicitors, subpoenas and other third parties.
• Enquiries: Respond to enquiries either by phone or by email, often as the first point of contact for the team / business unit, ensuring an accurate and timely response.
• Telephony Support: Responsible for telephony support and management, often as first point of contact through Lifetime Schemes platforms including Microsoft Teams, Touchpoint and Genysis. Provide customer service support through direct resolution or escalation of enquiries to relevant team / business unit.
• Vendor Creation and Maintenance: Responsible for adhering to organisational and operational requirements for vendor management within relevant Lifetime Schemes case management systems. This includes communicating with internal and external stakeholders, ensuring required information and documentation is sent/received and accurate data entry for creations and amendments.
• Complaints resolution: Respond to and address Level 1 complaints and where appropriate escalate to the appropriate person for resolution. Where relevant, record in the case management system.
• Financial transactions: Prepare and undertake standard financial / purchasing transactions on behalf of the team / business unit to ensure compliance with established procurement and financial procedures.
• Travel bookings: Process travel bookings and communicate itinerary with appropriate stakeholders.
• Ad Hoc assistance: Provision of other supports and assistance as directed by Operational Support Team Lead.
• Records Management: Manage and maintain physical and digital records for the team/business unit in accordance with records management policies and procedures and confidentiality/privacy requirements.
• Home Modifications Support: Set-up and maintain project plans (inc. project time-frames, resourcing and deliverables) using appropriate software. Provision of status reporting.
• Self-management: Prioritise workloads and workflows to ensure team KPIs are met.
• Mindset: Support the ongoing evolution of Operational Support by seeking opportunities to improve the way we deliver our services, adopting a flexible change mindset, and embracing a culture of ongoing continuous improvement within the team.

Skills & Expertise

• Experience in business administration.
• Experience in a customer service environment.

Culture

We know our strength comes from the diversity of our people and would encourage people with different experiences and backgrounds to apply. We are committed to our people's development so the people of NSW can thrive.

About the Company

We care for the people of NSW, building confidence and trust so our communities can thrive. We make the complex simple, so our schemes deliver better outcomes for people and communities. Whether a person is severely injured in the workplace or on our roads, icare supports their long-term care needs to improve quality of life, including helping people return to work.

• For more information about icare visit our website

• icare operates a direct sourcing model so no agency introductions will be accepted

• We are a Circle Back Initiative Employer – we commit to respond to every applicant

• A talent pool may be created through this recruitment process.

Please note that you must be an Australian citizen, permanent resident of Australia, New Zealand citizen with a current New Zealand passport or have unrestricted working rights to apply for this role.