Job Opportunities in Australia
October 17, 2024
Australian Government
Canberra
Operator, Child Care Subsidy Provider Helpdesk
- APS Level 3
- Canberra, ACT
- $72,658 - $75,678
We contribute to Australia's economic prosperity and social wellbeing by creating opportunities and driving better outcomes through access to quality education and learning.
The Role
The Child Care Subsidy (CCS) Provider Helpdesk is the first point of contact with the Department for approved child care services operating under the CCS. The team support one phone line and several email inboxes and work queues. Helpdesk Operators assist child care services with payment and policy queries, submission and processing enquiries of enrolment and session reports, and general enquiries.
Additionally, the Helpdesk manages the Department’s general enquiry line and mailbox. This work includes assisting Stakeholders with queries related to higher education, international education and general education enquiries.
The Helpdesk is an operational team, we work between the hours of 9am to 5pm in the Canberra city office. The Helpdesk consists of around 20 team members from APS 2 Operators to the Director. The Helpdesk is a small but dynamic team who work together to deliver high quality frontline support to the child care sector.
Duties and Responsibilities
In this role, you will be responsible for the following:
- Answer incoming phone calls and emails to the CCS Provider Helpdesk from child care services, specifically in relation to their payment and policy queries, and legislative obligations under the Family Assistance Law
- Answer incoming phone calls and emails to the Department’s general enquiry line
- Use a case management system to log, action and resolve incidents
- Analyse and interpret data to identify issues and provide solutions
- Provide high-quality customer service, whilst meeting phone call and email Key Performance Indicators
- Keep up to date with new information in a fast-changing environment
- Train and assist other Operators when required
- Report directly to the APS 5 Team Leader and take on feedback when required
- Work 9:00am to 5:00pm weekdays, in the Canberra city office with scheduled breaks
To apply for this position, please submit your application in our online recruitment system. You will need to:
- Provide a summary (no more than 500 words) that outlines your skills, knowledge, and experience and why you should be considered for this vacancy. You should take into consideration the position overview (including any detailed position specific requirements) when drafting your response. Where possible include specific relevant examples of your work.
- Upload your Resume
- Provide contact details for 2 Referees.
Eligibility
Citizenship - to be eligible for employment with the Department, you must be an Australian Citizen or, in limited circumstances, in the process of obtaining it.
Security Clearance - our successful candidate is required to hold, or have the ability to obtain, and maintain a Baseline security clearance.
Please refer to the Job Information Pack for more information about the role.
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