Performance and Systems Improvement Coordinator

Country Fire Authority; Melbourne; Híbrido; AUD 70 000 - 95 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Hybrid work options

Health Ready program

Flu vaccinations

Paid parental leave

Employee discounts

Resumo da oferta

Country Fire Authority is seeking a Service Delivery and Reporting professional to enhance performance improvement initiatives. The role focuses on incident data accuracy, system guidance, and developing tools for stakeholders across Victoria.

You will engage with internal and external partners via phone and email, delivering customer-focused support that aligns with CFA's strategic plan. The role involves coordinating programs, managing priorities, and providing administration support to the

Qualificações

• Experience engaging with internal and external stakeholders via telephone and email.
• Ability to provide authoritative advice on existing and new applications owned and developed by the team.
• Strong written and verbal communication; able to work autonomously or in a team.
• Well-developed organisational skills; able to set priorities and manage competing priorities.

Responsabilidades

• 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.
• Offer customer-focused advice via telephone services.
• Build strong relationships with key stakeholders and coordinate performance improvement programs aligned with strategic goals.
• Manage work plans based on performance improvement priorities and provide admin support.
• Support information requests including FOI, the public, insurers and legal firms.

Conhecimentos

Stakeholder engagement

Customer service

Verbal communication

Written communication

Autonomy

Teamwork

Formação académica

Tertiary qualifications in business or related field

Ferramentas

CRM systems

Descrição da oferta de emprego

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 RoleThe 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 YouOur 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 environmentAbility 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 prioritiesDemonstrated experience in participating in innovative projects and initiativesTertiary qualifications in business, related fields or equivalent experience in a similar role (desirable)Why choose CFAMeaningful Purpose: Your contribution truly makes a differenceWork-Life Balance: Paid parental leave, generous leave provisionsFlexibility: Hybrid work options with flexible work arrangementsDiscounts: Emergency Memberlink discounts on various servicesWellbeing Focus: Health Ready programs, flu vaccinationsMember Assistance Program: Access support across 8 service pathwaysYour ApplicationClick the `Apply' button to access our online application portal. You will be prompted to provide your personal and contact details and to respond to employment-related questions. When applying for a position with CFA, please include a cover letter (no more than 2 pages) and resume that clearly demonstrate your qualifications, experience and the key attributes and skills relevant to the role.Pre-employment ChecksOffers 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.Applications close: 11:59pm 1 November 2026What to expect from our recruitment processCFA 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] 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]