Hybrid Performance & Systems Improvement Lead

Country Fire Authority (CFA); Melbourne; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid work options

Paid parental leave

Health Ready programs

Job summary

Country Fire Authority (CFA) in Burwood East VIC is seeking a Performance and Systems Improvement Coordinator to support the Service Delivery and Reporting team. The role focuses on data quality for incident reporting, system access requests, and maintenance, with duties including developing tools, providing customer-focused guidance by phone, and building stakeholder relationships.

You will manage work plans aligned with CFA's strategic goals, support information requests including FOI, and

Qualifications

• Demonstrated experience engaging with internal and external stakeholders in a telephony and email-based customer service environment.
• Ability to provide authoritative advice on existing and new applications owned and developed by the team.
• Strong written and verbal communication skills, with the ability to work both autonomously and in a team environment.
• Well-developed organisational skills, and demonstrated ability to set priorities, meet tight work demands and manage competing priorities.
• Demonstrated experience in participating in innovative projects and initiatives.
• Tertiary qualifications in business, related fields or equivalent experience in a similar role (desirable).

Responsibilities

• Handling data entry for incident reporting, system access requests, and routine data maintenance.
• Troubleshooting and suggesting improvements for system-related issues.
• Developing tools and resources to aid understanding of performance improvement processes.
• Offering customer-focused advice and guidance via telephone services.
• Building strong relationships with key stakeholders.
• Coordinating and supporting performance improvement programs aligned with CFA's Strategic Plan goals.
• Managing work plans based on performance improvement priorities.
• Providing administration and project support to the ACFO Performance Improvement.
• Supporting information requests from internal and external stakeholders, including FOI requests, the general public, insurance companies, and legal firms.

Skills

Stakeholder engagement

Telephony & email support

Authoritative application advice

Written & verbal communication

Autonomy & teamwork

Prioritisation & organisation

Education

Tertiary qualifications in business or related field

Job description

Country Fire Authority (CFA) in Burwood East VIC is seeking a Performance and Systems Improvement Coordinator to support the Service Delivery and Reporting team. The role focuses on data quality for incident reporting, system access requests, and maintenance, with duties including developing tools, providing customer-focused guidance by phone, and building stakeholder relationships.

You will manage work plans aligned with CFA's strategic goals, support information requests including FOI, and