The opportunity we have available The Vehicle Safety Operations Branch is Australia's national vehicle standards regulator. We work to enhance vehicle safety, emissions control and anti-theft protection to ensure the Australian vehicle fleet is safe and efficient. From 1 July 2021 the Road Vehicle Standards Act 2018 (RVSA) has been in force. This legislation sets vehicle standards for all new vehicles entering the Australian market and regulates the supply to the market. The Application Assessment and Approval section is responsible for the regulation of the Road Vehicle Standards Act 2018 by assessing certain applications to ensure the criteria for approval are met and providing support to businesses and individuals to provide road vehicles to the Australian market. The Senior ROVER Level 1 Support Officer support the team leader to manage the client focused ROVER Level 1 Support team, the first contact point for industry, businesses and individuals contacting the department in relation to the Road Vehicle Standards. ROVER Level 1 Support consists of a public facing call centre and a public mailbox. The Senior ROVER Level 1 Support officer will: provide support and guidance to the team contribute to planning and monitoring of work processes for the team foster a cohesive team culture that encourages openness, honesty and knowledge sharing consistently demonstrate and encourage team members to demonstrate the appropriate standards of ethical and professional behaviour. The key duties of the position include What will you do? The tasks of the Senior ROVER Level 1 Support Officer in their day-to-day work can include: drafting and updating scripts and templates for the ROVER Helpdesk managing the ROVERInfo mailbox including triaging of emails and managing response times being the first point of escalation for complex calls and emails contributing to reporting as necessary engaging with stakeholders about their applications and the related policy and standards working with the team leader to prepare and deliver training materials managing the timely assessment of ROVER ID verifications and Authority to Act verifications contributing to achieving a positive and innovative organisational culture Who are we looking for? The successful candidate for this position will be able to demonstrate their capability against the APS 5 Work level standards . To be successful in this role, you will need to demonstrate your ability to: Communicate effectively , both written and verbal, responding to stakeholders and clients with accuracy, professionalism and in a timely manner. Build and maintain relationships with a range of stakeholders, both internal and external, including maintaining arrangements for ongoing coordination, consultation, oversight and reporting Pay attention to detail to process client documentation in accordance with relevant policies, legislation and guidelines. Manage competing priorities and the capacity to manage activities and/or multiple tasks, to meet deadlines. Achieve results and quality outcomes meeting key performance indicators and work collaboratively in a team environment to achieve team goals. Call centre experience is desirable. We encourage candidates from diverse backgrounds and experiences to apply.
