Operations & Reporting Officer, Client Services

Australian Department of Veterans' Affairs; Brisbane; On-site; AUD 70,000 - 90,000; Full time

Job summary

Australian Department of Veterans' Affairs – Brisbane QLD is seeking a Program Officer to support the Team Leader with coordinating operational and administrative functions for Open Arms services.

The role focuses on administrative support during business hours, providing efficient services to 24/7 telephony lines, and assisting in preparing reports on client services, rostering, staffing, telephony and finances.

Qualifications

• Ability to extract data for preparation and distribution of performance, financial, rostering and telephony reports.
• Assist with administrative and technical functions for Client Assist, and day-to-day operational support.
• Support team relationships to ensure service delivery aligns with national standards.
• Contribute to onboarding and training of new staff and provide mentoring.

Responsibilities

• Responsible for performance reporting: extraction of data for preparation and distribution of performance, financial, rostering and telephony reports across workgroup functions.
• Assist with processing of administrative and technical functions for Client Assist, and sharing responsibility for the day-to-day operational support of Client Assist.
• Support a cohesive and positive working relationship within the team to ensure service delivery aligns with national service standards.
• Assist in the line management of administration support team members, including performance management feedback and identification of training needs.
• Monitor quality of work and conduct quality assurance activities for the administration support team. Undertake desktop, call audits, live supervision and develop feedback summaries.
• Support Client Assist’s financial requirements and obligations in line with the PGPA Act and Departmental policies, including actioning of invoice processing and keeping Departmental records up to date.
• Apply the principles of cooperative and safe working practices consistent with APS Values and the Department’s mission, vision, approach and values.
• Contribute to the creation and maintenance of rosters for business hours staff and shift workers in accordance with fatigue management best practices and in line with the relevant Enterprise Bargaining Agreement.
• Contribute to the onboarding and cessation of staff including the completion of access requests, supporting training and mentoring of new starters and issuing ICT equipment.
• Contribute to service delivery through Queue Management oversight, service delivery adjustments and frontline call taking of administrative calls when appropriate.
• Coordination of Daily Update and other all staff communication, including attendance at daily standups and meetings.
• Liaise with internal and external stakeholders and Business Partners on policy, project or operational issues.

Skills

Performance reporting

Roster management

Staff coaching

Quality assurance

Financial administration

Job description

Australian Department of Veterans' Affairs – Brisbane QLD is seeking a Program Officer to support the Team Leader with coordinating operational and administrative functions for Open Arms services.

The role focuses on administrative support during business hours, providing efficient services to 24/7 telephony lines, and assisting in preparing reports on client services, rostering, staffing, telephony and finances.