Salary range: $88,923- $92,670 + plus attractive Superannuation Contact Officer: Maria Kaltzidis - ****** The Department's Veterans' Access Network is the Department's first point of contact for general client enquiries and interactions.
Offices are located in state and territory capitals and other locations across regional and rural Australia.
The Veterans' Access Network is a national work unit, providing high quality and professional services to the veteran community, which primarily consists of veterans and their families, current serving members and representatives of ex-service organisations.
The Senior Service Delivery Officer based in Melbourne will be responsible for providing support to staff located in our locations at Melbourne, Morwell, Ballarat, Geelong, Wodonga and Woden in the ACT.
Reporting to the APS 6 Veterans' Access Network Manager, the APS 5 Senior Service Delivery Officer is responsible for managing a team of APS 3 and APS 4 Client Contact Officers working in a call centre environment.
They are primarily responsible for ensuring team members are adequately trained, supervised, and receive ongoing performance development and feedback so that external clients have a positive experience when contacting the Department.
This occurs through active call monitoring, conducting quality assurance evaluations, and ongoing performance management.
The Senior Service Delivery Officer develops and delivers onboarding and training materials, ensuring they are nationally consistent.
They also act as a first point of contact for any escalated issues, which may include more complex or sensitive calls received by Client Contact Officers, or less routine enquiries from external stakeholders.
The role identifies systemic issues and knowledge gaps and seeks to address these.
The role applies significant technical and corporate knowledge and builds the capability of staff through feedback, coaching, and on-the-job training.
Duties Provide learning and development support to APS 3 and APS 4 staff who may be geographically dispersed, working in a call centre environment. Communicate with, and provide advice to a wide variety of clients and external stakeholders e.g., advocates / representatives, Department of Defence staff, ex-service organisations, health providers etc. Manage staff performance, allocate work, monitor workflow, and provide feedback. Onboard new staff and identify opportunities for on-the-job training. Develop and deliver learning materials for new and updated systems and processes, ensuring clarity and consistency. Conduct quality assurance activities for team members, specifically call listening and monitoring. Provide a point of escalation for team members, for example, in relation to difficult, sensitive or complex calls. Assist in troubleshooting and resolving technical issues e.g., issues with access to relevant systems such as Windows, Outlook, Microsoft Teams etc., acting as a first point of contact before IT assistance, where possible. Provide coverage for other Senior Service Delivery Officers as necessary. Assist with responses to ministerial / media enquiries. Maintain and communicate an understanding of relevant legislation, frameworks, policies and procedures. Contribute to the development of guidelines and processes to improve their efficiency, clarity and effectiveness. Eligibility Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the Australian Public Service (APS). All applicants external to DVA offered employment will be required to successfully undergo a pre-engagement screening check, even if they have a security clearance.
The screening check is conducted in accordance with the Australian Government Protective Security Policy Framework requirements. The successful candidate will be required obtain and maintain a Baseline Vetting (AGSVA) security clearance. Notes This recruitment process is being used to fill ongoing and/or non-ongoing position/s.
For more information about the role, please see the Candidate Information Pack.
Where a non-ongoing position is offered, the role will be filled for an initial specified term of up to 23 months.
A merit pool of suitable applicants may be created which may be used to fill future ongoing and non-ongoing vacancies should they become available over the next 18 months.
Successful applicants engaged into the APS will be subject to a probation period.
DVA embraces and fosters a culture that supports diversity, inclusion and respect, where people are empowered to fulfil their potential.
We welcome people with diverse skills, experiences, perspectives and backgrounds.
We are dedicated and committed to attracting and recruiting Aboriginal and Torres Strait Islander peoples and encourage applications from people with disability, people that identify as LGBTQIA+ and people from culturally and linguistically diverse backgrounds.
Take on a rewarding, varied, and broad career with an Australian Public Service Department that can bring balance and flexibility to your working life, while supporting you to stay connected to your community.
DVA is committed to improving the data skills and capability of our workforce to underpin our goal of becoming a leading data-driven organisation.
RecruitAbility applies to this vacancy.
Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job.
For more information visit: https://www.apsc.gov.au/recruitability Candidate Information Pack Opens in new window
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