Team Leader| Child Care Subsidy Provider Helpdesk

Full job description
APS Level 5
Canberra, ACT
$87,264 - $+3,2+4
About the Department of Education
We contribute to Australia's economic prosperity and social wellbeing by creating opportunities and driving better outcomes through access to quality education and learning.

The Role
The Child Care Subsidy (CCS) Provider Helpdesk is the first point of contact with the Department for approved child care services operating under the CCS. The team support two phone lines and several email inboxes and work queues. Helpdesk Operators assist child care services with payment and policy queries, submission and processing enquiries of enrolment and session reports, and general enquiries.

The Helpdesk also provides a contact channel so members of the public can contact the Department about suspected mismanagement of CCS. At times this may require working with external Departments to investigate and resolve child care complaints and issues raised by families.

Additionally, the Helpdesk manages the Department’s general enquiry line and mailbox. This work includes assisting Stakeholders with queries related to higher education, international education and general education enquires.

The CCS Provider Helpdesk Team Leader will support the day-to-day management of the team. You will be responsible for staff rostering, phone and email monitoring, providing quality feedback and guidance and fostering a safe, inclusive and proactive team environment. Further to this, you will be assisting with complex queries and investigations into system issues, along with supporting the CCS Helpdesk Supervisor and Executives.

The Helpdesk is an operational team, we work between the hours of +am to 5pm in the Canberra city office. The Helpdesk consists of around 20 team members from APS 2 Operators to the Director. The Helpdesk is a small but dynamic team who work together to deliver high quality frontline support to the child care sector.

Duties and Responsibilities
In this role, you will be responsible for the following:


Become a subject matter expert in all facets of the teams’ queue work
Day to day team management including:
Break scheduling
Adherence monitoring
Phone and email monitoring of staff for team consistency
Providing regular feedback to staff
Providing coaching and support to team members
Assist team members with complex policy or system matters
Interpret and apply legislation obligations under the Family Assistance Law
Analysis and interpretation of data to identify issues and provide solutions
Liaise with internal and external stakeholders
Report directly to the APS 6 Team Supervisor
How to Apply
To apply for this position, please submit your application in our online recruitment system. You will need to:
Provide a summary (no more than 500 words) that outlines your skills, knowledge, and experience and why you should be considered for this vacancy. You should take into consideration the position overview (including any detailed position specific requirements) when drafting your response. Where possible include specific relevant examples of your work.
Upload your Resume
Provide contact details for 2 Referees.
The APS work level standards are structured to clearly differentiate between the work expected (i.e. responsibilities and duties) at each classification level. We encourage you to review these when writing your application.

Eligibility
Citizenship - to be eligible for employment with the Department, you must be an Australian Citizen or, in limited circumstances, in the process of obtaining it.

Security Clearance - our successful candidate is required to hold, or have the ability to obtain, and maintain a Baseline security clearance.

Please refer to the Job Information Pack for more information about the role.
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