Address- Classification: Multiple levels APS Level 5,APS Level 6
- Salary: Multiple Levels $82,427 - $88,944 (APS5), $91,244 - $105,509 (APS6)
- Location: Canberra
Job Number: EXT-M-2024-923
Classification: Multiple levels
Salary Range: Multiple Levels +15.4% Superannuation
Job Type: Ongoing,Non-ongoing
Employment Type: Full-time
Group/Division/Branch: Customer Service Delivery / Operations Management / Operational Response
Location: Canberra
Job Description
Operations Management Division strategically and operationally supports simple, efficient delivery of Services Australia (the Agency) payments and services through our staff assisted channels.
The Division supports a range of strategic, workforce and emergency management initiatives, to maximise resources and meet the needs of our customers. Ensure real-time responsiveness for the agency, through services such as the Services Australia Operations Centre (SAOC).
Provide staff with simple, modern tools that anticipate the needs of customers and facilitate the most efficient and effective use of staff time.
The Operational Response Branch supports the agency by maintaining an executive level view of the status of operational performance in real time including an immediate measure of business impacts and service interruptions through the SAOC including:
- Incident management
- 24/7 business operations
- Telephony real-time management
- Business continuity and disruptions
- Payment contingency coordination
- Staff and customer escalations
Job Description
Program Officer (APS5)
Program Officers support the delivery of a range of programs administered by the agency, providing technical expertise to monitor, research and investigate solutions. They set work priorities and monitor performance and quality assurance. Working under the limited direction of senior staff, they exercise initiative and judgement in the interpretation of policy and in the application of practices and procedures. These positions may include the requirement to support, guide, and mentor and build capability within our teams and drive continuous learning opportunities.
Program Support Manager (APS6)
Program Support Managers lead the operational delivery and service delivery assurance of a range of programs administered by the agency. They have a strong understanding of the operational requirements of high-level customer service delivery, and experience in communicating with a variety of audiences using different means. These roles contribute significantly to proactive and effective relationship management with internal and external stakeholders, and change management in the workplace.
Structure of the SAOC 24x7 Operations Centre
The Operations Centre 24x7 team works closely with the other operational teams in the Operational Response Branch and the broader agency to deliver a smooth, seamless transition to after core hour’s services across real time, incident, escalation, and emergency management operations.
An EL2 Director manages four teams of four staff on rotating shifts.
- Shifts to cover 0700 - 1915 and 1900 - 0715 Australian Eastern Time.
- Shifts operate every day (including all national and non-national public holidays).
- Each shift rotation does two day shifts and two nights shifts, followed by four days off.
- Each team has 1x EL1, 2x APS6, and 1x APS5 staff.
Work Environment
Occupants will hold an ongoing position within the Operational Response Branch and will occupy a shift position. Occupants will receive shift penalties in accordance with the Agency's Enterprise Agreement. Non-ongoing positions are also available for up to 12 months. Please note positions are Canberra based and staff are required to work out of the Services Australia Operations Centre located in the Caroline Chisholm Centre, Greenway ACT.
For further information about these positions and eligibility requirements, please refer to the Job Pack attached below.
EXT-M-2024-923 -Job Pack Opens in new window
