AddressA Service Support Officer provides the front line of customer service for clients accessing services from Open Arms Veterans and Families Counselling. This customer service is provided in person (at front reception) or via telephone. In addition, they provide operational and administrative support to the regional clinical service delivery staff to ensure quality services to the veteran and families community.
The key duties of the position include
- Provide high quality customer service as the first point of contact for clients, visitors and stakeholders, in person, over the phone or via email and SMS.
- Resolve client enquiries, provide information and options in accordance with policy and procedures, and refer to relevant service delivery team.
- Provide frontline administrative support and first point of contact to clients presenting for in-centre appointments including appointment management activities via the Client Management System.
- Provide administrative support in the coordination of regional events inclusive of group treatment and educative programs, internal meetings, and community based events.
- Provide administrative support across all service delivery streams inclusive of data entry, record keeping, and workflow tasks.
- Deliver correspondence both internally and externally related to client allocations, referrals, appointments, and service satisfaction.
- Provide administrative support to external referral platforms including contracted health providers and external stakeholders.
- Support the daily operations of the region including management of regional correspondence and deliveries, arranging travel, processing invoices, raising resource requests and responding to property and maintenance issues.
- Support the Assistant Practice Manager in reporting quality assurance and operational data.
- Support workplace practices in line with policies of Occupational Health and Safety, Workplace Diversity, the Australian Public Service Values and Employment Principles, and Code of Conduct.
- Understand and support the vision, mission and business objectives of Open Arms.
