Indigeco is proud to partner with a major federal government agency dedicated to supporting those who have served the nation. We are seeking a Senior Service Support Officer to join their clinical operations division in Brisbane. This role is essential for providing high-quality administrative and telephony support to the veteran community and their families. ABOUT THE ROLE As a Senior Service Support Officer, you will work within a 24/7 national contact centre environment. You will manage complex administrative tasks and provide real-time guidance to the broader team to ensure service standards are consistently met. Undertake frontline telephony duties as the initial point of contact for clients and key stakeholders. Interact with multiple ICT systems to manage sensitive client information and respond to enquiries within a remote team environment. Contribute to service delivery through queue management, ensuring compliance with telephony schedules and performance targets. Facilitate the timely resolution of process queries and provide expert knowledge to support the professional development of the team. Provide comprehensive administrative support across all service streams, including data entry, record keeping, and appointment management. Assist in identifying process improvement opportunities and provide administrative training assistance to the Learning and Development Coordinator. ABOUT YOU Proven experience in a fast-paced telephony or clinical administrative environment, ideally within mental health or wellbeing services. Strong interpersonal skills with the ability to maintain a positive team culture as a frontline representative of the agency. Demonstrated ability to manage multiple ICT systems simultaneously while meeting strict KPI and performance targets. High level of process knowledge with the capacity to act as an escalation point and provide peer assistance within a multidisciplinary team. Commitment to continuous learning and a willingness to engage in regular coaching and professional development. MANDATORY REQUIREMENTS Applicants must be Australian citizens to be employed within the Australian Public Service (APS). Ability to obtain and maintain a Baseline Vetting (AGSVA) security clearance. Must hold or have the ability to obtain a Working with Vulnerable People registration or Working with Children check. WHAT YOU GET You will receive a competitive pay rate ranging from $54.88 to $58.53 per hour in addition to superannuation contributions. This opportunity offers the stability of a 2-year labour hire contract within a respected federal agency. You will be based in Brisbane and work within a clinical operations branch that values a flexible and inclusive workplace. You will be supported through the provision of regular coaching and ongoing formal learning and development opportunities HOW TO APPLY If you have the administrative expertise and the passion to support our veteran community, Indigeco wants to hear from you. Apply now and an Indigeco consultant will be in touch.
