Organisation: Department of Families, Fairness and HousingOccupation: Community ServicesReference: VG/DFFH/COPL/0050546Job posted: 15/01/2025Closes: 30/01/2025Classification: VPSG3Salary Range: $76,817 - $93,275Work location: Gippsland | Latrobe ValleyThe Department of Families, Fairness and Housing (DFFH) works hard to create equal opportunities for all Victorians to live a safe, respected and valued life.Our areas of focus are child protection, housing, disability, the prevention of family violence, multicultural affairs, LGBTIQA+ equality, veterans, women and youth. The work we do benefits thousands of Victorians, particularly those who are disadvantaged and vulnerable.We work in a variety of community-based settings, including people's homes, residential facilities and secure settings across metropolitan, rural and regional Victoria.We are committed to developing and supporting a workforce that is well-equipped and highly motivated. All jobs can be worked flexibly, and we encourage applications from Aboriginal and Torres Strait Islander people and people from diverse backgrounds and abilities.If you’re having any trouble viewing this ad and would like it or any attachments in an accessible format (such as large print), please don’t hesitate to get in touch with the contact person listed on the ad.THE ROLEThe Technical Support Officer (TSO) is responsible for assisting the Housing Call Centre (HCC) in achieving key performance indicators (KPIs) on a team and centre basis. The TSO supports the centre in maintaining best practice requirements and assists with management of escalated customer complaints and stakeholder management. The TSO also assists staff with their developmental needs and day-to-day technical queries.ACCOUNTABILITIES INCLUDEAssess complex client queries for housing services and make decisions from a range of established policy, procedures, and legislative requirements.Interprets and applies policies, drafts simple policies using research skills and consults with stakeholders and provides feedback on draft policies.Handle and resolve escalated telephone calls including customer complaints regarding maintenance queries.HOW TO APPLYAll VPS employees (and ex-VPS employees with extended access to the Jobs and Skills Exchange website) MUST apply via the Jobs and Skills Exchange 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.Please apply to submit your interest in this position.To apply for this role, you will be redirected to the Department of Families, Fairness and Housing job application system.
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