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Customer Engagement Officer - Closing 11 November 2024

Grampians Community Health • Permanent Part-Time • Horsham, VIC, AU • A$ 32 / hour • 2m ago

Position Description
Customer Engagement Officer

Position title Customer Engagement Officer

Position holder Vacant

Program Customer Engagement

Funded by Grampians Community Health

Based at location Horsham

Reports to • Program Leader Customer Engagement

Manager Community & Capacity

General Manager Systems & Engagement

Chief Executive Officer

Direct reports • None

Award Health and Allied Services Managers and Administrative Workers
Victorian Stand-Alone Community Health Services Multi-
Employer Enterprise Agreement 2022-2026

Classification Grade 1

Hourly rate $32.81

Status Part time/Casual

Hours per week 15.2

PD last updated and
approved by CEO

October 2024

Position summary

The Customer Engagement Officer provides a welcoming, friendly, professional and timely initial
contact for all people accessing Grampians Community Health sites via face to face, phone call
and email contacts.

Customer Engagement Officers provide information on service options, navigating the system
and referral pathways as per the Victorian Service Coordination Manual 2012 for those seeking
service support.

The Customer Engagement Officer provides administration support to the agency where such
support enhances the customer journey and does not detract from the ability to provide customer
service to those contacting Grampians Community Health Centre.

Key responsibilities

1. Greet all people attending Grampians Community Health in a timely manner by welcoming,
directing and announcing them appropriately.

2. Answer, screen and forward incoming phone calls with appropriate information provision to
call recipient.

3. Assist people contacting GCH by:

a. Providing information to customers about Grampians Community Health programs and
assisting them to access health services via a “The Right Door” approach, linking with
external services where required.

b. Receipting of payment for GCH service (cash, Eftpos & cheques) and document
transactions.

c. Managing appointments for relevant services and events.
d. Assisting customers to provide feedback.
e. Managing enquiries and bookings for room hire.

Position Description
Customer Engagement Officer

4. Perform administration tasks, including but not limited to:

a. Processing Mail (incoming and outgoing).
b. Ordering and procurement of stationery and kitchen supplies.
c. Maintaining petty cash and till float at each site, ensuring appropriate authorisation and

completion of banking and relevant documentation.
d. Assisting fleet management for fleet cleaning and servicing schedules.

e. Assisting GCH staff with Yarooms car and room bookings.

5. Where required and in mutual agreeance with program leadership, take the lead on specific
program service administration responsibilities such as Drink Drug Drive or Package Support,
utilising other platforms such as TryBooking and funding body portals to document program

needs.

6. Create and maintain appropriate a professional, well-ordered, welcoming front-of-house
reception, displaying all relevant site specific/ organisation information.

7. Provide supervision and support to students as required.

8. Other duties commensurate with current skills and experience as agreed with the Program
Leader, Manager, General Manager or the Chief Executive Officer.

Key selection criteria

Qualifications

Qualifications and/or demonstrated experience working in customer service and/or

administration.

Mandatory

Demonstrated ability to prioritise customer experience in customer service.

Demonstrated ability to problem solve using initiative.

Demonstrated attention to detail with well-developed administrative and organisational

skills to effectively manage high volumes of work and determine priorities, meet targets
and deadlines.

Ability to maintain confidentiality at all times.

Demonstrated knowledge and application of computer software, including Microsoft

Office and the Internet.

High level verbal and written communication skills that enable effective and appropriate

communication with a broad range of people at all levels.

Desirable

Demonstrated ability to contribute to positive workplace culture and practices.

Licences and registrations

Current Victorian driver licence

Current National police check (less than 3 months old)

Current Employee Working with Children Check

Personal attributes

Empowering

Professional

Inclusive

Compassionate

Courageous

Position Description
Customer Engagement Officer

Conditions of employment

This position is ongoing and requires the following checks:

Satisfactory police check

Employee Working with Children Check

Note: Checks must be obtained and provided prior to commencement as a condition of
employment at Grampians Community Health. Where check results are unsatisfactory in
relation to the role to be carried out, the offer of employment will be withdrawn.

Required training

Sentrient online learning management system courses as required.

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