Operations Support Officer - My Aged CareProvide administrative support to the My Aged Care team to ensure the smooth operation of the My Aged Care contact centre.About usHealthdirect Australia is a government-owned, not-for-profit organisation who works with purpose and dedication to help Australians actively manage and improve their health. Our virtual services are easily accessible via multiple channels, including helplines, video call solutions, apps and websites and cater for Australians at all stages of life, ranging from practical and emotional support during pregnancy through to advice about aged care and helping Australians through the COVID-19 pandemic.About the opportunityReporting to the Service Delivery Lead for My Aged Care (MAC), the Operations Support Officer will provide administrative support to the Service Delivery Lead and Service Delivery Team to ensure the smooth operation of the My Aged Care contact centre.Monitor relevant My Aged Care inboxes by responding to or reallocating enquiries to the relevant person or team.Regularly perform quality assurance reviews and audits of activities undertaken within the Aged Care contact centre.Assist Service Delivery Lead with change process activities including knowledge and operational processes.Support the Contact Centre by maintaining and updating Knowledge Management System (KMS) articles, as well as producing new articles when needed.Assist the Client Resolution Manager with complaints when needed, including reviewing calls, interaction data, and ensuring any actions arising from complaints are taken.Assist the Service Delivery Operations team by ensuring effective and efficient procedures and processes are in place and are being maintained within the contact centre.Capture and distribute minutes from internal and external meetings with the assistance of Co-Pilot.Schedule and coordinate meetings, workshops and events, including arranging logistics, agendas and minutes.What were looking forExperience in operations, administration, or a similar role.Experience working in a health, nonprofit and/or government organisation is an advantage.Experience working in or with a contact centre environment.Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Teams, Outlook).Additional RequirementsFlexibility to occasionally travel interstate.Ability to attend office in Haymarket, Sydney minimum 2 business days per week.Why work with usWe believe our strength comes from our talented and dedicated staff. We are committed to working together to create a culture where you can bring your whole self to work. Our benefits include:Flexible work arrangements (2 days per week in office, pro-rated for part-time employees).14 weeks company Paid Parental Leave for both parents.Multi-dimensional wellbeing program that is run by our people for our people.Individual curated learner journeys to support you to expand your capabilities and unlock your talent.To find out more about Healthdirect, and our vision for a healthier Australia, please visit our website - about.healthdirect.gov.auAs an Equal Opportunity Employer, we respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.Click Apply to submit your application for this role. Please be aware that you must have the right to live and work in Australia to apply for this job. #J-18808-Ljbffr
Job Title
Operations Support Officer - My Aged Care