Case Manager
vor 3 Wochen
Organisation: Department of Government ServicesOccupation: Customer Service/Call CentreReference: VG/1806358AAbout usThe Department of Government Services (DGS) was established on 1 January 2023 to improve everyone's experience of doing business and interacting with the Victorian government. We bring important day-to-day services together in one department to make things easy and seamless for Victorians and businesses. We are doing this by connecting and digitising our systems and platforms across state and local government as well as streamlining our corporate and procurement services.About the roleThe Case Manager Customer Service role sits within the WoVG Grants Centre Program Design and User Experience team which is responsible for delivering centralised program design, implementation and evaluation for department programs and initiatives that drive outcomes for Victoria.The Case Manager Customer Service works closely and collaboratively with senior internal and external stakeholders to facilitate and deliver grant programs and projects on time and within budget. The Case Manager will investigate and resolve complex and sensitive cases as well as assisting with grant program administrative tasks to ensure successful program administration.You'll work as part of a dynamic, flexible and highly productive team. You'll have strong customer service skills and highly developed written and verbal communication skills. Flexibility and excellent interpersonal and communications skills in stakeholder engagement and when working collaboratively within a team will be essential to success in this role.Key AccountabilitiesEngage with customers to resolve enquiries, complaints, investigate cases and find solutions to complex problems.Assist with management of inbox (email) enquiries and provide insight into customer trends, and other duties to support program administration and continuous improvement of processes and customer service.Outbound customer phone calls and emails to provide instruction, share time-sensitive information or gather additional customer information.Keep detailed records relating to customer interactions including tagging and triaging of inboxes and drafting customer communications in line with department policies, processes, and business systems.Be flexible in work assignments and projects related to program administration, including collaborating with other teams within the Department on tasks such as undertaking grant application assessments and other administrative tasks as needed, adapting to changing business needs.About youTo be considered for the role, you must be able to demonstrate:Sound communication skills (written and verbal) including the ability to maintain effective relationships with a wide range of internal and external stakeholders.Strong attention to detail and organisational skills together with a demonstrated ability to effectively plan, coordinate and manage work activities independently. Capability to self-manage conflicting tasks and prioritise duties according to competing demands.Strong conceptual and analytical abilities, including conducting research, identifying issues, and effectively communicating findings to leadership. Demonstrated capability to develop innovative solutions through a creative approach to problem-solving.Demonstrated ability to be flexible and adapt to changing business needs while consistently delivering high-quality results in a fast-paced environment.Desired Experience/QualificationsProficiency in Microsoft 365 tools, Excel, PowerPoint, Word, Outlook, and Teams is required.A relevant tertiary qualification in communications would be well regarded.Previous experience contributing to the delivery of government grant programs with a high level of experience using GEMS program management in Salesforce would be highly regarded.For specific responsibilities please review the attached position description.This position is only open to applicants with relevant rights to work in Australia.How to applyApply before the advertised closing date 11:59pm on 12th November 2024. All applications should include:a resume; anda cover letter which addresses the key selection criteria (within three pages)Other relevant informationThe department is committed to providing and maintaining a working environment which is safe and without risk to the health of its employees and clients and consistent with the department's obligations under the Occupational Health and Safety Act 2004 (OH&S Act), to support this DGS has a COVID-19 Vaccination policy which strongly recommends all DGS employees be fully vaccinated.Preferred candidates will be required to complete a Pre-employment Declaration and Consent Form. Employment of successful candidates will be subject to a National Police Check.DGS actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples. All roles at DGS can be worked flexibly, however it may differ from role to role.
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