THE ROLE

The Technical Support Officer (TSO) – CADS is responsible for assisting the Housing Call Centre (HCC) in achieving key performance indicators (KPIs) on a team and centre basis providing exceptional technical support to the Care and Disability Services program. The TSO supports the centre in maintaining best practice requirements and assists with management of escalated customer complaints and stakeholder management.

The TSO will use well developed technical and customer service skills to work with stakeholders across the state to improve outcomes for clients in Children and Families Care Services and Specialist Disability Accommodation (SDA) through provision of timely maintenance services. 

The TSO is responsible for managing and monitoring the workforce management system to ensure business targets are achieved  by balancing staffing levels with forecasted work volume demands and tracking any impacts to this including mitigation strategies used to combat these.

The position includes analysing results vs forecasts, identifying opportunities for improvement and recommencing solutions to achieve business goals and renter and key stakeholder expectations. 

The TSO is responsible for conducting service improvement assessments on the work of the Housing Customer Service Officers (HCSO's).  The TSO will provide day to day technical assistance and coach and develop staff members to  deliver quality customer service to all stakeholders.

ACCOUNTABILITIES INCLUDE

• Provide technical floor support, coaching/mentoring and on-the-job training to Housing Customer Service Officers (HCSO's) developing the team to successfully achieve their service delivery goals.
• Handle and resolve escalated telephone calls including customer complaints regarding maintenance queries.
• Undertake forecasting and planning activities to effectively manage work schedules and systems to achieve service delivery goals.

Please open the position description to read more.

COVID-19 VACCINATION
The department strongly recommends (but does not mandate) that employees maintain their COVID-19 vaccination status in accordance with current ATAGI (Australian Technical Advisory Group on Immunisation) advice, given their individual circumstances. As of June 2023, DFFH does not require evidence of COVID-19 vaccination status.

HOW TO APPLY

All VPS employees (and ex-VPS employees with extended access to the Jobs and Skills Exchange website) MUST apply via the Jobs and Skills Exchange (JSE) <https://jse.vic.gov.au/user/login?destination=/new-home-page> portal.

Applicants are encouraged to apply online. Attachments can be uploaded in .doc, .docx, .pdf, .txt or .rtf formats.
Applicants are required to submit a CV and Cover Letter (max 2 pages) outlining their suitability to the role in line with the Key Selection Criteria. 
Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa. Work eligibility will be checked as part of the recruitment process. 
Preferred candidates will be required to complete pre-employment screening, including a national police check and misconduct screening.

For more information on working with us and our recruitment process, please visit Department of Families, Fairness and Housing Victoria | Jobs (www.dffh.vic.gov.au/jobs)

Please apply to submit your interest in this position.