AddressHello, are you… An innovator? A problem solver? A team player? A customer focused thinker? Committed to helping others? Interested in contributing to the health of all Western Australians?
This is an exciting time for HSS and we’re looking for adaptable, motivated, and resilient people to join our growing team.
Before you read this job ad, please note, HSS can make reasonable adjustments to allow you to fully participate in the application and interview process. If this is relevant for you, please refer to the contact details under the ‘Application and Interview Support’ section of this job ad.
About HSS
As the Western Australian Government agency providing shared services to the state’s public health system, we provide a suite of financial, ICT, procurement and supply, and workforce services to more than 50,000 employees across WA’s public health services and hospitals.
Put simply, we work behind the scenes to ensure the WA health system runs smoothly.
Whether you work in our corporate offices, at our customers’ sites, or at our warehouses Boorda and Jindakoort located in Jandakot - we are one united team of over 1,200 people.
Our vision is to provide great services to our customers, be a valued partner, and support the health of all Western Australians. We seek to achieve this by delivering on our purpose of supporting our customers to provide excellent health care.
Your new role
We are seeking an enthusiastic and suitably experienced person for the role of Senior Service Improvement and Quality Assurance.
This is a recruitment pool for Permanent and Fixed Term Full Time appointments with the possibility of extension(s) and permanency.
As part of the Health Support Services (HSS) Customer Experience Business Unit, the Senior Service Improvement & Quality Assurance Specialist is responsible for:
- Leading the coordination and delivery of the Contact Centre’s Quality Assurance and Service Improvement services to ensure transactional processes are compliant and drive continuous improvement in customer experience.
- Leading the team to provide meaningful reporting insights into Contact Centre performance and recommending remediation solutions to improve performance and drive continuous improvement to meet customer needs and performance expectations.
- Coordinating quality analysis of all types of interactions including training and development plans and delivery for all Customer Experience Consultants.
- Leading the team to provide enterprise level reporting and insights on the HSS Telephony IVR.
Please view the Job Description Form (JDF), found above, which provides a full statement of duties for the position.
If you thrive in a fast paced, multifaceted working environment, and are eager to contribute to our purpose of supporting our customers to provide excellent health care, we would love to hear from you.
Why join our team
Be part of an organisation that enables you to make a meaningful contribution and positively impact the community in which we live.
We’re guided by five values in everything we do at HSS – in the way we work, how we make decisions and the way we behave:
- We put our customers at the heart of what we do
- We value and care for each other
- We promise, we own, we do
- We will find a way
- We make a difference together
At HSS, we embrace diversity and believe that our best services come from a workplace where varied perspectives and experiences are welcomed and encouraged. We are committed to creating an equitable and diverse workforce and encourage applications from people with disability, Aboriginal and Torres Strait Islander people, people from culturally diverse backgrounds, members of our LGBTQIA+ community, women and youth.
HSS is committed to growing our Aboriginal workforce as part of WA Health Aboriginal Workforce Policy. As a measure to achieve equality, Section 51 of the Equal Opportunity Act 1984 applies to this position and Aboriginal and Torres Strait Islander peoples are encouraged to apply
Benefits of working with HSS
In addition to a competitive salary, we offer you a range of benefits, which may include (in line with operational requirements):
- 11% employer contributed superannuation into a fund of your choice.
- Access to generous salary packaging arrangements
- Professional development opportunities and study leave/assistance
- Flexible working and leave arrangements
- Discounts with our corporate partners
- Health and well-being initiatives
- Employee Assistance Program
- Other professional and location-based allowances.
Want to know more?
Please contact Brett Charlesworth on 08 6373 31***if you would like to discuss more about the role and team you’ll be working with.
Are you ready to apply?
To be successful with your application, you are required to:
- Provide evidence of your Australian citizenship or permanent residency (to be considered for permanent positions in the WA public sector).
- Undertake a criminal record screening, working with children check (if required for the role), a pre-employment health assessment and integrity check, as part of the appointment process. We may ask referees to comment on your integrity and past demonstration of ethical behaviour.
Application and interview support
If you have any access needs that may require adjustments to allow you to fully participate in the application and interview process, please contact the HSS Work, Health and Safety team.
If you are an Aboriginal person who would like assistance with your application, please contact Jobs and Skills WA on 13 64 64.
How to apply
You’ve heard from us, now we’d like to hear from you.
Submit your application online by clicking the ‘Apply for Job’ button at the bottom of this page. You will need to provide:
- a cover letter with no more than 2 – 3 pages that demonstrates you have the skills and experience we are looking for (as outlined in the JDF), with particular focus on the selection criteria (also outlined in the JDF);
- a comprehensive CV that clearly shows your experience relevant to this role; and
- the names and contact details of 2 professional referees. It is preferable for one of your referees to be your current supervisor or manager.
Please allow plenty of time to submit your application, as late, emailed and proforma applications will not be accepted.
Submitting your application
Your application must be submitted online by 4pm Monday 27 May 2024. You must have a current, valid email address to apply online and this email address will be used by HSS to communicate with you.
If you experience difficulties while applying online, please contact HSS on 13 44 77 (select option 2 from the menu options) for immediate assistance during business hours.
As the submission is system generated, any submissions on, or after, 4:00pm cannot be accepted.
Other information for applicants
Suitable applicants will be placed in a pool from which appointments may be made when similar vacancies occur.
Appointments may be made from this pool until 30/06/2025
Thank you for considering a role with HSS.
