Business Support Officer, Citizen Payment Services

Department Of Health; Melbourne; Hybrid; AUD 60,000 - 70,000; Full time

Job summary

The Department of Health in Victoria is seeking Customer Service Officers to support Victorians through phone and other channels. You will process applications and payments accurately, handle a high-volume workload, and apply established policies and guidelines with empathy.

This role emphasizes a respectful, professional approach and teamwork in a fast-paced environment. Specialist expertise in customer service or contact centres is valued; grants or processing experience is beneficial but not

Qualifications

• Strong verbal communication and active listening skills are essential.
• Commitment to helping people and accurate, high-volume processing are required.
• Resilience, empathy and sound judgement are valued traits.
• Excellent organisation and attention to detail are needed to balance service quality with targets.
• Confidence using common computer systems and learning new processes is important.

Responsibilities

• Provide clear, respectful customer service by phone and through other channels.
• Process applications and payments accurately and efficiently.
• Manage a high-volume workload while maintaining attention to detail.
• Apply established policies, procedures and guidelines.
• Respond calmly to customers with diverse and sometimes complex needs.
• Work collaboratively in a fast-paced and supportive team environment.

Skills

Verbal communication

Active listening

Empathy

Attention to detail

Organisational skills

Computer skills

Processing targets

Job description

The Department of Health plays a critical role in the Victorian health system and is responsible for shaping it to meet the health needs of all Victorians. We’re focused on
supporting Victorians to be as healthy as they can; whether through alerting them to seasonal risks like thunderstorm asthma, notifying them of contact with
communicable diseases, safeguarding their drinking water, developing the best health, wellbeing and care facilities in the world, being at the forefront of mental health and
wellbeing treatment or accelerating medical research. It’s all part of the way we partner with the community to help every individual lead a healthy life.

Looking for a role where your work genuinely helps people?

Citizen Payment Services is seeking customer-focused Business Support Officers to support Victorians experiencing difficult circumstances. As a customer service superstar, you will speak directly with members of the community over the phone, listen carefully, explain information clearly and help them navigate important payment and support services.

Alongside providing compassionate and professional phone support, you will accurately process a high volume of applications, enquiries and payments. Each interaction is an opportunity to make a real difference in someone's day.

About the role:

You will:

• provide clear, respectful and helpful customer service by phone and through other channels
• process applications and payments accurately and efficiently
• manage a high-volume workload while maintaining attention to detail
• apply established policies, procedures and guidelines
• respond calmly and professionally to customers with diverse and sometimes complex needs
• work collaboratively in a fast-paced and supportive team environment.

About us:

At the Victorian Department of Health we want a future where Victorians are the healthiest people in the world. A Victoria where our children and people thrive, our workplaces are productive and safe, and our communities are more connected.

We see it as our job to support Victorians to stay healthy and safe. And to deliver a world-class healthcare system that ensures every single Victorian can access safe, quality care that leads to better health outcomes for all.

About you:

You will bring:

• strong verbal communication and active listening skills
• a genuine commitment to helping people
• resilience, empathy and sound judgement
• excellent organisation and attention to detail
• confidence using common computer systems and learning new processes
• the ability to balance quality customer service with meeting processing targets.

Specialist Expertise:

Customer service or contact centre experience is highly regarded. Experience in grants or application processing would be beneficial but is not essential.

If you are motivated by meaningful work, enjoy helping people and can combine outstanding phone service with accurate, high-volume processing, we would love to hear from you.

What we offer:

• The opportunity to perform meaningful work, making direct contributions toward enablingVictorians to be the healthiest people in the world.
• A wide range of growth and development opportunities within the department and wider Victorian Public Service.
• A strong commitment to work-life balance, including a diverse array of flexible working arrangements.

We are committed to developing and supporting a workforce that is well equipped and highly motivated to provide responsive and quality services to all Victorians. We continue to build an inclusive workplace that embraces diversity of backgrounds and differences to realise the potential of our employees for innovation and delivering services aimed at enhancing the lives of all Victorians. All roles can be worked flexibly and we encourage applications from Aboriginal people, people with disability, LGBTIQ+ and people from culturally div erse backgrounds. Please contact us if you require any adjustments to participate in the recruitment process at*********@health.vic.gov.au. For more information on our commitment to inclusion and diversity seeinclusion and diversity at the Department of Health.

If you have any queries in relation to participation in recruitment processes at Health, or experience any issues in applying, please feel free to email ***************@health.vic.gov.au. Please note that unsolicited applications from third parties cannot be accepted. If you have questions regarding the role, please message the contact person listed on the advertisement directly.

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