Hybrid office and work-from-home (Melbourne Based) Full time Commitment to flexibility The Position The Business Support Officer works as part of the Migration and Eligibility Assessment (MEA) Team, which is responsible for conducting and managing a range of assessments, including the assessments of overseas social work qualifications for migration and AASW membership eligibility purpose; mutual recognition assessments for New Zealand and skilled employment assessments of post-qualifying employment for migration skills assessments.
In this position, you will also deputise the team leader in their absence as well as play a key role in supporting and driving continuous improvement initiatives for better service outcomes with a key focus in supporting and maintaining MEA online program.
About the Association The Australian Association of Social Workers (AASW) is the professional representative body of social workers in Australia, with approximately 17,000 members. The AASW sets the benchmarks for professional education and practice in social work and has a strong voice on matters of social justice, human rights and issues that impact upon the quality of life of all Australians.
What our team thinks … We are proud to share highlights from our recent staff culture survey.Responding with 'strongly agree' or 'agree', our team reports:
92% - find professional meaning in my work
95% - are proud to work with us
95% - would recommend the AASW as a good place to work
97% - I feel heard and valued by my manager
Your Key Responsibilities Your key responsibilitieswill include (not limited to) the following: Provision of high-level professional support to the business activities of the team. Assessment of International Social Work qualifications Act as a key point of contact for enquiries across the team. Help members of the public, overseas applicants and stakeholders navigate their query and support requirements maintaining customer excellence standards of the team and Association. Provide customer stakeholder demand management tools and strategies to support the Team. Monitor customer service analytics to provide reports and information on the issues and gaps in service support and delivery processes. Ensure the automated processes of the team deliver quality, efficiency, customer expectation and value for money. Undertake business improvements in consultation with the team to meet the expectations of the Association's business, quality, and risk management systems. Drive, develop and implement improvements to service delivery in line with AASW customer service. Continue to drive the outcomes of the Salesforce CRM system. Deputise for the Team Leader in their absence. Refer to the position description for a detailed list of responsibilities.
Key selection criteria: Tertiary qualifications in business, communications and or social work. A minimum of five years' experience in business and service support roles. High-level analytical and research skills to produce written reports and undertake assessments against compliance and procedural requirements.
Demonstrated understanding and or experience in CRM technology and online service delivery including web and Sales Force Demonstrated experience and skills in meeting customer standards. Demonstrated understanding of procedural and business process development and implementation. Proficiency in the use of information
technology including proficiency in the Microsoft suite.
Demonstrated, well developed written and oral communication skills, Demonstrated ability to plan and prioritise work to meet deadlines. Excellent interpersonal and teamwork skills and a capacity to co-ordinate team members to achieve business objectives.
Ability to work autonomously with minimal supervision.
Enthusiastic with a positive can-do attitude. Ability to manage competing priorities. Commitment to innovation and continuous improvement. Salesforce knowledge/experience highly desirable Previous experience in working in a member-based organisation or association desirable How to Apply The AASW is committed to equal opportunities in employment and embraces diversity and inclusion in its workforce. We encourage applications from culturally and ethnically diverse communities, particularly those underrepresented in the social work profession including the Aboriginal and Torres Strait Islander communities and people with a disability.
To be considered for this role, your application must include your résumé and a cover letter addressing the key selection criteria listed above.
Applications close 09 July 2024 however, we reserve the right to end the closing date early.
Please direct any queries to:
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