Job Details
  • Reference383071C_1636358723
  • LocationRockingham
  • SalaryAU$39.00 - AU$45.00 per hour
  • Job TypeContract
  • Posted30 days ago
  • ConsultantOrla Gillespie

As one of 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.

Job Title: Service Support Officer
APS Level: APS Level 3
Branch: Open Arms - Veterans & Families Counselling
Location: Rockingham


In accordance with the principles of workplace diversity, work health and safety, participative work practices, Australian Public Service (APS) values and APS Employment Principles, the service support officer:

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.

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.


  • Provide customer service support at initial point of contact, including meeting, greeting and streaming customers to the appropriate service channel, completing simple first contact resolution enquiries, identifying and prioritising customers who are potentially vulnerable, in distress or who have
    accessibility issues, and escalating potential issues to the leadership group.
  • Provide support to the clinical team by assisting with client appointments and diary management, centre file management, SMS reminders.
  • Provide support to the Outreach Program by processing client allocations, referrals and requests for further sessions and file management.
  • Provide support to the delivery of Group Programs by assisting with promotional activities, data entry to the CMS and organisation of events.
  • Provide operational support by assisting with invoice processing, travel, managing regions correspondence, data entry and other duties as requested by
    the Regional Clinical Practice Manager.
  • Liaison with internal and external stakeholders in relation to the regional service delivery model.
  • Relevant and quality record-keeping and documentation regarding client information and compliance with Open Arms governance and policy framework.


  • Previous experience in a business support role, ideally within mental health or health care
  • Research and make sound decisions using appropriate judgment
  • 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
  • Work in and adapt to a changing environment
  • Demonstrate a high level of relevant computer literacy skills
  • Commitment to holistic customer service

Chandler Macleod embraces diversity and encourages applications from people of all backgrounds.

If you feel you are a suitable candidate submit your application by hitting "Apply for this job".

Alternatively, you can call Orla Gillespie on 08 9217 0589 or Email: