Organisation: Victorian School Building Authority
Occupation: Customer Service/Call Centre
Reference: VG/DE/VSBA/20013244
Job posted: 17/09/2024
Closes: 01/10/2024
Classification: VPSG3
Salary Range: $76,817 - $93,274
About the DepartmentThe role of the Department of Education is to support Victorians to build prosperous, socially engaged, happy and healthy lives. It does this by supporting lifelong learning and healthy development, strengthening families and helping to equip people with the skills and knowledge for a 21st century economy and society.
About the Victorian School Building AuthorityThe Victorian School Building Authority (VSBA) is part of the Department of Education. Established in 2016, it oversees Victoria's largest school building program since the state introduced free public education in the 1870s. The VSBA upgrades and expands existing schools and plans, designs and builds new schools to meet enrolment demand. We also support schools to maintain their buildings and grounds by offering expert advice and coordinating maintenance programs and grants.
With Victoria recently introducing two years of funded kindergarten, the VSBA is also working with the early childhood sector on a massive kindergarten construction program.
About the DivisionThe Corporate Division provides corporate support to all VSBA teams and fulfills an important assurance and oversight role. They guide VSBA to achieve strategic objectives and ensure decision-making is transparent and accountable. The division also coordinates communication and consultation with local communities about their school building projects. They develop graphic design and video content, manage our social media channels, lead organisational customer service reform, distribute our e-newsletters and organise ministerial and other events for our projects.
About the RoleThis is a customer-facing position. You will be responsible for answering the VSBA 1800 number, managing the VSBA email account and completing additional tasks to support the team, as required. The role involves significant stakeholder engagement with the Victorian community, schools and across the Department. The role requires someone with strong written and verbal communication skills who can effectively communicate with a wide range of audiences on behalf of the organisation.
The key accountabilities for the Customer Service Officer are to:
Provide helpful and timely responses to correspondence, including phone calls, emails and other requests.Direct, monitor and escalate correspondence as required, using integrity and confidentiality at all times.Use initiative to research and resolve queries, for example, by investigating the policy context or finding a subject matter expert.Anticipate customer needs and provide responses that include additional helpful information related to a query.Work cooperatively to provide a range of services to schools, members of the public and colleagues, and to support organisational goals, values and behaviours.Understand the organisational context and use this knowledge to effectively communicate with stakeholders.Liaise with Departmental staff and staff of public and private sector agencies to support the appropriate flow of relevant information – including providing written correspondence to schools and members of the public.Liaise with program areas to create procedures and protocol for handling front facing communications for a variety of VSBA programs.Maintain relevant databases and registers for tracking correspondence.Prepare weekly and monthly reports on correspondence.Support additional communications projects where required, including issues monitoring and website management.Identify activities/events that are likely to become community or media issues.Recommend strategies to manage the issues, including identifying appropriate responses and communication channels.All VSBA staff have a shared responsibility to meet the same service standards outlined in the VSBA Customer Service Charter. Our goal is to make every interaction with the VSBA a positive one for our customers, colleagues and key partners regardless of our individual role or team.
AttributesThe ideal candidate will have excellent customer service skills, a solid understanding of dashboard reporting, data analysis and strong communication skills.
Desirable Qualifications and ExperienceConsiderable/demonstrated experience in a frontline role within government.Further InformationFor more details regarding this position please see attached position description for the capabilities to address in application.
The department values diversity and inclusion in all forms - gender, religion, ethnicity, LGBTIQ+, disability and neurodiversity. Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply. For more information about our work, working for the Department, diversity and inclusion, and our employment conditions visit the Department website and our Diversity and Inclusion page.
Applicants requiring adjustments can contact the nominated contact person.
Information about the Department of Education's operations and employment conditions can be located at www.education.vic.gov.au.
For further information pertaining to the role, please contact Lisa Massey, Customer Service and Quality Assurance Manager at .
Preferred applicants may be required to complete a police check and may be subject to other pre-employment checks. Information provided to the Department of Education will be treated in the strictest confidence.
Please let us know via phone or email if you require any adjustments to ensure your full participation in the recruitment process or if you need the ad or any attachments in an accessible format (e.g., large print) due to any viewing difficulties or other accessibility requirements.
Applications close 11:59pm on 1 October 2024 To apply for this role, you will be redirected to the Victorian School Building Authority job application system.
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