Job Details
  • Reference358509C_1591155687
  • LocationVictoria
  • SalaryAU$28 - AU$38.15 per hour + super
  • Job TypeFull Time
  • Postedabout 1 month ago
  • ConsultantNimmy De Silva

Service Support Officer

  • Excellent hourly rate of $38.15 p/h + super
  • Great Location - Melbourne
  • Minimum 1-year contract with possible 3-year extension


A Service Support Officer will provide operational and administrative support to the regional service delivery teams which may include a mix of front reception, administration, procedural, information technology and other service delivery activities. This Organisation provides Psychological and Mental Health Services to Australians in need.

The key role for a Service Support Officer is to provide the front line of customer service for clients who may be facing significant or complex challenges. This customer service will be provided in person (at front reception) or via telephone. The Service Support Officer will be required to exercise a degree of discretion to assist the clients with less complex requests. This may involve collaborating with others and connecting with other regional offices, relevant government or community services to deliver the best service offer.

Service Support Officers undertake their work to achieve results in line with agreed goals and business plans but will also be pro-active in developing and driving best practices in relation to the operating rhythm of the team.


  • Client Service and Front Reception

    o Provide client service support at initial point of contact, including meeting, greeting and streaming clients to the appropriate service channel, completing simple first contact resolution enquiries, identifying and

    prioritising clients who are potentially vulnerable, in distress or who have accessibility issues and escalating potential issues as required
  • Clinical Support

    o Assist with client appointments, diary management and SMS reminders

    o Assist with client file management including Referrals, data entry, scanning and uploading documents

    o Provide support to the delivery of Group Programs by assisting with promotional activities, maintaining the CMS and organisation of events

    o Process invoices accurately and timely

    o Process travel requests for the regional staff

    o Manage the region's correspondence workflows (email, mail, TRIM)

    o Assist in meeting National Office requests by collating data and reports, audits

    o Other duties as determined by the Regional Clinical Practice Manager


  • Communicate in an effective way
  • Research and make sound decisions using appropriate judgement
  • Analyse and evaluate customer needs, requesting support as appropriate
  • Tailor services to customers
  • Understand and make connections with community, government and other services
  • Have the ability to prioritise work load and multi-task
  • Collaborate with other staff in immediate work area, across a virtual team and with other areas of the department
  • Support and train others, undertake ongoing training
  • In the context of a clinical team composed of allied health professionals, identify, respond to and escalate customer aggression and/or customer interactions
  • Work in and adapt to a changing environment
  • Demonstrate a high level of relevant computer literacy skills
  • Commitment to holistic customer service

    If you believe you are a suitable fit for this role then please APPLY online today!