Job Details
  • Reference379723A_1630366543
  • LocationCanberra, Australian Capital Territory
  • Job TypeContract
  • Posted17 days ago
  • ConsultantGillian Stewart

As one of the Australia's largest providers of human resources solutions, Chandler Macleod has a proven track record of unleashing potential in people and companies. For over 40 years Chandler Macleod's recruitment business has connected leading-edge projects and employers with outstanding business professionals.

Our Federal Government client is seeking to engage an APS6 Senior Program Officer on a contract for 12 months.

About the Role:

The department is looking to hire an APS6 Senior Program Officer whose primary purpose is reporting to the Assistant Director, Knowledge Management and Quality Assurance, this position is responsible for providing operational oversight and governance of contact centre consumer support operations through quality assurance activities, and through the provision, and ongoing maintenance, of knowledge management articles and other support materials.

Duties & Responsibilities:

  • Work collaboratively with the knowledge management team to define the knowledge management strategy for our knowledge base.
  • Produce, audit and maintain high quality, up-to-date, and searchable content for staff across varying support and investigation teams.
  • Work effectively across the Agency and with external stakeholders (including design teams, service support teams, trainers, content developers and subject matter experts) to develop and support new and existing products, features, and services.
  • Establish writing guidelines based on knowledge base best practices and lead, coach and develop article authors
  • Monitor the effectiveness, maintenance and use of the tools and systems as they apply to knowledge management, and make recommendations to support continuous improvement.
  • Perform telephony monitoring and assess adherence to knowledge base content and customer support processes. Identify trends and analyse the user experience to report effectiveness of knowledge content and use.
  • Review and provide input to new functionality and enhancements for the Agency's digital health products, including the My Health Record system.
  • Participate in and represent the Knowledge Management team on working groups and cross Agency activities including Family Safety and Compliance matters.
  • Other duties as directed.

Key Challenges/Opportunities:

  • Working within and adapting to a rapidly changing digital health landscape.
  • Developing and maintaining strong collaborative relationships with key internal and external stakeholders such as the Agency's Help line contact centre, vendors, design teams, consumer and service support teams.
  • Driving a best practice approach to Quality Management and Knowledge Management within a small Agency.
  • Contribute to the identification of risks and issues related to the consumer or provider experience within the My Health Record system.
  • Lead meetings and represent the Agency in internal and external forums as required.

Skills & Experience:

  • Ability to rapidly gain and maintain a strong knowledge and understanding of the Agency's digital health systems: the legislative frameworks, the infrastructure and external channels, the users (from members of the public to healthcare providers), and the support models.
  • A strong understanding of the principles of knowledge management.
  • Ability to develop and maintain constructive relationships across key internal and external stakeholders, all levels.
  • Leadership qualities and ability to guide and influence customer support management and staff on the use of and best practice methodologies for knowledge management.
  • Experience working within a complex business service delivery environment.
  • Demonstrated experience designing and / or maintaining a contemporary knowledge management framework or tool.
  • Understand the knowledge management lifecycle and demonstrated experience in the design, review or approval of article content within a formal knowledgebase tool.
  • Experience facilitating workshops, meetings or training sessions which strengthen use and understanding of knowledge articles, or work processes and procedures.
  • A good understanding of or experience in Customer Service Design or User Experience methods, and how they inform the quality management framework for contact centre interactions.
  • Experience collecting, analysing and reporting on customer service interactions and data (including identifying patterns and trends), and making recommendations to promote continuous improvement.
  • Experience working strategically, consultatively, and collaboratively with senior team members and managing complex stakeholder relationships, both internally and externally.

Mandatory Requirements:

  • The successful candidate will be required to have a Baseline security clearance.

If you feel you are a suitable candidate submit your application by hitting "Apply for this job". Alternatively, you can call Gillian Stewart on 02 6268 9935 or email for further discussion.