At a Glance
- Tasks: Manage complex enquiries and coach team members to improve service delivery.
- Company: Federal agency offering a hybrid work environment in Canberra, Brisbane or Sydney.
- Benefits: Competitive salary, flexible work arrangements, and opportunities for professional growth.
- Other info: Join a supportive team with a focus on quality and continuous improvement.
- Why this job: Make a real difference by handling sensitive cases and improving community services.
- Qualifications: Experience in service delivery and strong communication skills required.
The predicted salary is between 63000 - 77000 $ per year.
Contract role with a federal agency, Hybrid - Canberra, Brisbane or Sydney. You will be the escalation point for the agency’s consumer helpline. You’ll handle the complex and sensitive matters that frontline staff pass up, including complaints, record access requests and urgent safety issues. You’ll make and document decisions in line with legislation, policy and procedures. You’ll also coach team members, review quality and help improve how the team works, including its IT service desk processes.
What we’re looking for:
- Experience in a complex service delivery environment - contact centre, complaints, case management or escalations team
- Decisions made by researching and applying legislation, policy or published procedures
- Handling difficult enquiries from the public by phone and in writing
- Coaching or training staff (desirable)
- Customer support in a health or clinical setting (highly desirable)
- Some understanding of how an IT service desk works
- Backgrounds that suit: Services Australia, Medicare, My Aged Care, NDIS, health insurers, health helplines, ombudsman or complaints teams.
Must have:
- Australian citizenship and a current Baseline clearance.
Key responsibilities:
- Manage complex enquiries and complaints escalated from Level 1 and Level 2 support teams
- Research cases and provide clear, accurate responses by phone and in writing
- Review requests and recommendations relating to access to existing data
- Apply legislation, policies and standard operating procedures to support decision-making
- Coordinate time-sensitive work, monitor team activity and contribute to reporting
- Develop and maintain knowledge articles, procedures and training materials
- Support colleagues through coaching, guidance and quality assurance
- Contribute to service improvements, audits and risk management activities
- Build strong working relationships with internal teams and external stakeholders
Service Desk Analyst – Complex Cases & Escalations in Canberra employer: seek.com.au
Join a dynamic boutique Chartered Accountancy firm located in the heart of the CBD, where you will thrive in a supportive work culture that values professional growth and flexibility. With opportunities to engage in diverse accounting, taxation, and advisory projects, you'll benefit from ongoing training and the ability to work remotely after your initial onboarding. This is an excellent opportunity for those looking to advance their careers while enjoying a balanced work-life environment.
