Senior Service Support Officer

Open Arms - Veterans & Families Counselling (formerly VVCS) is Australia's leading provider of high quality mental health assessment and clinical counselling services for Australian veterans and their families. Open Arms are focused on meeting client needs through a combination of proven clinical practices and new and emerging evidence-based approaches.
A Senior Service Support Officer (SSSO) is responsible to the Service Support Team Leader (SSTL). They will assist in managing Client Assist Contact Centre's day-to-day administrative support functions to clients, and to the clinical service delivery staff, to ensure quality services to the veteran community and their families.
The Client Assist Contact Centre is a 24/7 national phone service that provides support and information to clients (and stakeholders), and supports Open Arms' service provision as the initial point of contact.
SSSOs will be expected to perform the traditional administrative duties of a Service Support Officer (SSO), including call taking, appointment management and response to online enquiries. In addition SSSOs will act as an immediate escalation point to support SSOs in real-time. SSSOs may assist the SSTL in identifying process improvement opportunities and areas of development within the SSO Team.
The key duties of the position include

• Assist the Service Support Manager in supervising APS Level 3 Service Support Officers. Including monitoring performance, setting priorities, task allocation, and identification of training needs.
• Contribute to overall service delivery via Queue Management duties;
  • Monitor and ensure compliance to telephony schedule and standards.
  • Facilitate timely resolution of process and procedural queries.
  • Provide process knowledge and support to the team.
  • Develop and implement strategies for managing the workload to ensure performance expectations are met.
  • Ensure staff are allocated appropriate work and skill tags.
• Provide front of house and administrative support across all service delivery streams inclusive of data entry and record keeping.
• Undertake more complex administrative duties.
• Provide admin training assistance to the Learning and Development Coordinator.
• Be available to work in a rostered environment and adhere to work schedules.
• Other duties as determined.
• Understand and support the vision, mission and business objectives of Open Arms.