Customer And Workforce Support Officer - Qld

Do you want to work with a leading purpose driven, community-based organisation?
SSI's vision is to achieve a society that values the diversity of its people and actively provides support to ensure meaningful social and economic participation and to assist individuals and families to reach their potential.
The Shared Services unit provides and enables flexible, best practice and culturally responsive resources to be leveraged across SSI and by the wider community sector to enhance services and client experience. This is achieved through working closely with business to understand the common pressure points for clients and staff and identify opportunities to deliver creative solutions.
About the Role
Reporting to the Bilingual Workforce Team Leader, the Customer and Workforce Support Officer supports both internal and external customers to ensure they have a smooth and supported customer experience when utilising the Bilingual Workforce for their needs.
The customer and Workforce Support Officer will ensure the workforce meets is compliant with the service appointments through the management of waitlists and priorities, and supports staff who make bookings requests to ensure their needs are captured and fulfilled correctly.
The position focuses on system and procedure improvement, using initiative to identify issues and collaborating with colleagues to develop, document, and communicate solutions. It supports Team Leaders to monitor and analyse data to propose actions that create efficiencies, support the growing workforce and meet the fluctuating business demands.
Other responsibilities will include:

• Building strong relationships with clients by providing excellent customer service and high levels of support to internal programs and external organisations that utilise the Bilingual Workforce.
• Plan, forecast, and manage appropriate matching of bookings to bilingual workers to ensure an optimisation of the workforce.
• Continuous collection, updating and entry of bilingual workers data. Track performance indicators and monitor feedback from different stakeholder, identifying trends in complaints and opportunities to provide recommendations to improve the overall service experience.
• Providing proactive support to the Bilingual Workforce with administrative or technology needs and overseeing timesheets and expense claims to ensure their needs are met.
• Facilitate and/or support training on the procedures and use of platforms and tool

Essential Criteria:

• Diploma or higher in Business Administration, Logistics or Human Resources is desirable.
• Proven ability to coordinate scheduling of a highly contingent workforce with complex and changing client requirements
• Knowledge in data entry that allows efficient and centralized information management with accuracy and integrity
• Experienced problem solver who uses initiative to drive improvement
• Initiative and ability to contribute significantly to the development and review of operational procedures

Desirable Criteria:

• Minimum of 1 year rostering using sophisticated rostering software/program (such as Skedulo/FSL/Carelink)
• Minimum 2 years of experience in customer service, preferably in enhancing customer experience.
• Experience with claims managing with successful claims and issues resolution.

About our Benefits

• Salary packaging options to receive up to $15,900 of your salary tax-free meaning more take-home pay!
• Industry leading flexible working arrangement supported to work from home and office, including 9-day fortnight;
• Access to in-house training and learning opportunities for professional development and growth;
• Access to our inhouse wellbeing programs;
• Working alongside professional and dedicated team members all wanting to make a difference in our communities.

About our Recruitment Process
At SSI we have a zero tolerance for child abuse and is committed to creating and maintaining a child safe organisation where protecting children and preventing and responding to child abuse is embedded in the everyday thinking and practice of all employees, contractors and volunteers. SSI expects all applicants who can be safely vaccinated for COVID-19, to be so. This is also a pre-condition to ongoing employment.
All successful candidates will be required to undergo pre-employment checks including reference checks, WWCC, a Criminal History Check and NDIS Screening check (if applicable) as a reasonable condition of employment.
Applications Close: 26/09/2022
To Apply
If excited by the information above, we look forward to receiving your application, including your resume and cover letter expressing your interest and suitability for the role.
Should you require further information about the role please contact talent@ssi.org.au
A recruitment pool may be created for permanent and temporary opportunities of the same role or role type that may become available in the future.
SSI is a Disability Confident Recruiter, and our Talent Acquisition team can assist in; providing alternative formats to apply, making adjustments to the recruitment process, and offering information about workplace adjustments and support networks.
Should you require adjustments please email Tino Chirara at tgchirara@ssi.org.au .
Aboriginal and Torres Strait Islander viewers are warned that the following video may contain images and footage of deceased persons - viewer discretion is advised.

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Job Type: Full-time

Pay: Up to $15,900.00 per month