Service Support Officer

2 weeks ago

Sydney, New South Wales, Australia Ipa Personnel Services Full time

A
**Service Support Officer** will provide operational and administrative support to the regional service delivery teams which may include a mix of front reception, administration, procedural, information technology and other service delivery activities.

The key role for a Service Support Officer is to provide the front line of customer service for clients who may be facing significant or complex challenges. This customer service will be provided in person (at front reception) or via telephone. The Service Support Officer will be required to exercise a degree of discretion to assist the clients with less complex requests. This may involve collaborating with others and connecting with other regional offices, relevant government or community services to deliver the best service offer.

Service Support Officers undertake their work to achieve results in line with agreed goals and business plans but will also be pro-active in developing and driving best practices in relation to the operating rhythm of the team.

**TYPICAL DUTIES**
- **Client Service and Front Reception**

o Provide client service support at initial point of contact, including meeting, greeting and streaming clients to the appropriate service channel, completing simple first contact resolution enquiries, identifying and prioritising clients who are potentially vulnerable, in distress or who have accessibility issues and escalating potential issues as required
- **Clinical Support**

o Assist with client appointments, counsellor diary management and SMS reminders

o Assist with client file management including ROIs, AFS Referrals, data entry, scanning and uploading documents

o Process Outreach client allocations, referrals and other file management activities

o Provide support to the delivery of Group Programs by assisting with promotional activities, maintaining the CMS and organisation of events

o Process invoices accurately and timely

o Process travel requests for the regional staff

o Assist in meeting National Office requests by collating data and reports, audits

o Other duties as determined by the Regional Clinical Practice Manager

**KEY SKILLS AND PERSONAL ATTRIBUTES**
- Communicate in an effective way
- Research and make sound decisions using appropriate judgement
- Analyse and evaluate customer needs, requesting support as appropriate
- Tailor services to customers
- Understand and make connections with community, government and other services
- Have the ability to prioritise work load and multi-task
- 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 a high level of relevant computer literacy skills
- Commitment to holistic customer service

**MANDATORY REQUIREMENTS**
- Working with Children (WWC) and/or Vulnerable People Checks/Clearance

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