Performance and Systems Improvement Coordinator

CFA; Melbourne; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Hybrid work options

Parental leave

Wellbeing programs

Employee discounts

Generous leave provisions

Job summary

Country Fire Authority (CFA) in Victoria is seeking a Performance and Systems Improvement Coordinator. This full-time role sits in Burwood East, focusing on incident data, system access, and performance initiatives to support CFA's strategic goals.

You will engage with stakeholders, provide system advice, and develop tools to help teams understand performance processes, while maintaining strong customer service via phone and email.

Qualifications

• Experience engaging with internal and external stakeholders in a telephony and email-based customer service environment.
• Ability to provide authoritative advice on applications owned by the team.
• Strong written and verbal communication; autonomous and team work capability.

Responsibilities

• Handle data entry for incident reporting, system access requests and routine data maintenance.
• Troubleshoot and suggest improvements for system-related issues.
• Develop tools and resources to aid understanding of performance improvement processes.
• Provide customer-focused advice via telephone services.
• Build strong relationships with key stakeholders.
• Coordinate and support performance improvement programs aligned with CFA's Strategic Plan.
• Manage work plans based on performance improvement priorities.
• Provide administration and project support to the ACFO Performance Improvement.
• Support information requests from internal and external stakeholders including FOI.

Skills

Stakeholder engagement

Data analysis

Telephony & email CS

System troubleshooting

Project coordination

Written communication

Education

Tertiary qualifications in business or related field

Job description

Performance and Systems Improvement Coordinator

• Location: Burwood East
• Job Function: Administration / Secretarial
• Work Type: Ongoing - full time

About this role

CFA is an emergency service that places the community at the centre of everything we do. We work to protect lives and property across Victoria, every hour of the day.

Our organisation is made up of employees working alongside more than 51,000 volunteers. We value the different skills, experience and viewpoints that people bring, because they strengthen how we operate and support the services Victorians rely on.

We aim to be a workplace where people feel supported to do meaningful work, develop professionally and contribute to outcomes that matter to the people and places we serve.

To learn more about who we are and the work we do, visit our About Us page.

About the Role

The Service Delivery and Reporting team leads projects that improve brigade response and performance across the State, supporting CFA's commitment to the community. They collect information to show CFA's strengths, focusing on system design, tool development, and recognising volunteers. The Performance and Systems Improvement Coordinator ensures accurate data is collected about incident response, highlighting the valuable work of CFA members.

This full time, ongoing role involves providing advice and guidance to enhance performance improvement initiatives, including:

• 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.

About You

Our ideal candidate will be able to demonstrate the following:

• 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)

Why choose CFA

• Meaningful Purpose: Your contribution truly makes a difference
• Work-Life Balance: Paid parental leave, generous leave provisions
• Flexibility: Hybrid work options with flexible work arrangements
• Discounts: Emergency Memberlink discounts on various services
• Wellbeing Focus: Health Ready programs, flu vaccinations
• Member Assistance Program: Access support across 8 service pathways

Pre-employment Checks

Offers of employment will only be made to candidates who are able to successfully complete a Nationally Coordinated Criminal History Check, Working Rights Check and hold a valid Working with Children Check. You will also be required to provide at least two professional references.

CFA is committed to creating and maintaining a diverse, inclusive, and safe volunteer and work environment. Our aim is to have a volunteer and paid workforce that reflects the community it serves. First Nations people, women, people of all ages, with disabilities and culturally and linguistically diverse people are encouraged to apply.

If at any stage of the recruitment and selection process you require an alternative format to the application material or reasonable adjustment to the interview arrangements, please don't hesitate to contact the person listed on the ad or alternatively, email [e-mail]

The Country Fire Authority (CFA) values your privacy. We will use the information you provide when you are applying for employment with us for the purpose of recruitment, selection, evaluation and appointment and to report on anonymised key metrics (e.g. diversity). The information we collect will be handled in accordance with privacy laws, including the Privacy and Data Protection Act 2014. You can view our Privacy Statement here . For access and correction of the information we have collected, contact [e-mail]