AddressCCS Provider Helpdesk Operators respond to phone calls and emails from Child Care services needing help with their reporting and other legislative obligations. Helpdesk Operators will identify and resolve problems quickly and accurately and thrive in a busy team environment.
The Helpdesk also manages a Tip Off Line where members of the public can contact the Department with allegations of fraud, non-compliance and/or the mismanagement of CCS. At times this may require working with external Departments to investigate and resolve Child Care complaints and issues raised by families.
Additionally, the Helpdesk manages the Department's general enquiry line and mailbox, CCS Provider Helpdesk Operators may be required at times to assist with calls and emails relating to this work.
The Helpdesk is an operational team, we work between the hours of 9am to 5pm in the Canberra city office, with scheduled breaks. The Helpdesk consists of around 20 team members from APS3 Operators to the Director. The Helpdesk is a small but dynamic team who regularly works together to deliver high quality frontline support to the Child Care sector.
The key duties of the position include
Responsibilities of the APS Level 4 CCS Provider Helpdesk Operator include:
- Assisting stakeholders with:
- Queries related to the payment of CCS and Additional Child Care Subsidy (ACCS)
- Identification and escalation of system issues
- Submission and review of enrolments and session reports
- Advice and explanations of related Child Care legislation
- General enquiries
- Training and assisting colleagues when required
- Maintaining a queue of work, meeting set KPI's and managing your time effectively
- Analysis and interpretation of data to identify key issues and themes
- Report directly to the APS5 Team Leader
