Aps 4 Senior Client Contact Officer

• Location: Melbourne, VIC; Hobart, TAS
• Salary Range: $79,764 - $85,074 + Attractive Superannuation
• Contact Officer: Maria Kaltzidis - 03 9284 6043, Maria.Kaltzidis@dva.gov.au

The Veterans Access Network (VAN) is the Departments first point of contact for general client enquiries. Offices are located in state/territory capitals and other key locations, including regional and rural Australia. The VAN is a national work unit, providing high quality and professional services to the veteran community, which primarily consists of veterans and their families, current serving members and representatives of ex-service organisations.VAN Senior Client Contact Officers work within a call centre environment answering client enquiries regarding a broad range of DVA supports and services through a combination of phone, face-to-face and email channels. Senior Client Contact Officers are supported in their learning and development with ongoing training, coaching and performance development to enhance and maintain the delivery of quality client services.Our ideal candidateTo be successful in this role, you don't need to have call centre experience, but will need to be someone who enjoys interacting with clients, and working in a team, in a structured and scheduled operating environment. You will need to be someone who enjoys a client service role and have problem-solving skills to manage client enquiries, process requests and handle feedback. You will need to be a good communicator, and be able to build effective working relationships with stakeholders, to enhance and provide a quality client experience.We offer flexible work arrangements within our operational requirements. Our VAN Offices are open from 08:30am-4:30pm (for counter enquiries) and our VAN Telephony (call work) operates between 08:00am and 5:00pm Monday to Friday. Client Contact Officers work 7.5 hours per day (Monday to Friday) - within this service delivery model. While the Client Contact Officer roles are predominantly full-time positions, we will consider part-time work hours for the right candidates.Duties

• Undertake telephone and front counter shifts rostered in Work Force Manager (WFM) to support the VAN team during its business hours
• Work within legislative and policy guidelines to respond to incoming enquiries from members, veterans and their families (including their advocates and representatives) or third parties via telephone, email and the front counter, including:

• Conducting Proof of Identity (POI) and alert checks in line with DVA policies (e.g., Privacy Policy)
• Providing general information regarding DVA benefits and services, including information about the DVA website and registration for online services
• Escalating more complex enquiries to a more senior Officer
• Providing updates to existing DVA clients on the status of claims
• Scanning, printing and mailing client documentation as required
• Refer enquiries requiring specialist input to relevant internal business areas (including Triage & Connect or Open Arms for mental health-related matters
• In line with operational reporting requirements, and using DVA’s records management systems (e.g., Process Direct and legacy systems) or other databases:

• Register all conversations held with members, veterans and their families, and third parties
• Enter relevant and contemporary data pertaining to clients’ claims, assessments and entitlements in collaboration with the Income Support team
• Manage time and resources effectively to meet agreed Key Performance Indicators (KPIs)
• Collaborate with colleagues and other teams across the organisation to verify and share information, provide updates and seek advice to support effective service delivery and team improvements
• Maintain a detailed understanding of DVA benefits and services, as well as the functions of the VAN team, including systems, tools and processes used to assist callers
• Participate in formal and on the job training, including e-learning, peer mentoring, team briefs and workshops
• Provide feedback to new staff to assist them to understand their role and develop familiarity with DVA’s systems, processes and relevant legislation
• Contribute to and support the development and implementation of improvements and best practice in systems, processes and procedures.
• Resolve more complex enquiries escalated by APS 3 Client Contact Officers, including signing off on Change of Circumstance (COC) requests
• Draft procedural documents and prepare written responses to email enquiries
• Provide mentoring, assistance and guidance to APS 3 Officers and other VAN staff in the resolution of more complex issues and enquiries
• Assist in the training of new staff
• (Where required) Assume responsibility for office supplies, including ordering new supplies and monitoring/recording accounts
• Write and submit Work Health and Safety (WHS) reports
• Submit Information Technology (IT) support tickets
• Represent VAN at commemorative events and other ex-service functions, including contributing to the preparation of materials
• Contribute to the development of procedures relating to VAN Client Contact activities.

Eligibility

• Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the Australian Public Service (APS).
• All applicants external to DVA offered employment will be required to successfully undergo a pre-engagement screening check, even if they have a security clearance. The screening check is conducted in accordance with the Australian Government Protective Security Policy Framework requirements.

NotesThis recruitment process is being used to fill ongoing and/or non-ongoing position/s. For more information about the role, please see the Candidate Information Pack.Where a non-ongoing position is offered, the role will be filled for an initial specified term of up to18 months.A merit pool of suitable applicants may be created which may be used to fill future ongoing and non-ongoing vacancies should they become available over the next 18 months.Successful applicants engaged into the APS will be subject to a probation period.DVA embraces and fosters a culture that supports diversity, inclusion and respect, where people are empowered to fulfil their potential. We welcome people with diverse skills, experiences, perspectives and backgrounds. We are dedicated and committed to attracting and recruiting Aboriginal and Torres Strait Islander peoples and encourage applications from people with disability, people that identify as LGBTQIA+ and people from culturally and linguistically diverse backgrounds. Take on a rewarding, varied, and broad career with an Australian Public Service Department that can bring balance and flexibility to your working life, while supporting you to stay connected to your community.DVA is committed to improving the data skills and capability of our workforce to underpin our goal of becoming a leading data-driven organisation.RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job. For more information visit: