Contact Officers - Victorian Apprenticeship Field Services (VAFS)

Summary about this job

Detail information about job Contact Officers - Victorian Apprenticeship Field Services (VAFS). Terms and conditions vacancy

ABOUT BUSY
BUSY At Work is a provider of outsourced Government services, delivering apprenticeship, employment, scholarship and community programs.
  
We have 40 years' experience providing skilling solutions and services to businesses, workers and job seekers.

ABOUT THE ROLE

Part Time to 2021 (19 hours per week)
The purpose of the Contact Officers - Risk Assessment role within VAFS is to contact parties to the training contract (primarily apprentices and trainees) to determine if the training is progressing in accordance with guidelines. This method is used to identify cases that require more detailed face to face investigation by Authorised Officers. The work is important to ensuring the apprenticeship and traineeship system is working effectively.
  
The Risk Assessment Function will operate between 7am and 6 pm however we expect that these contact roles will operate primarily between 2pm and 6pm daily.

PRIMARY DUTIES:

• Contact apprentices and trainees across Victoria to assess relative risk of compliance with training contracts
• Utilise databases to source data on the client population, perform preparatory research on clients and record results.
• Manage inbound phone calls, emails, on line questionnaire results or other electronic messaging.
• Escalate Risk Assessments to the Risk Assessment Supervisor as required.
• Record details of client contacts in the contact management system.
• Meet and exceed organisational and contractual Key Performance Indicators (KPIs).

KNOWLEDGE, SKILLS & EXPERIENCE:

• Outbound Contact Centre experience highly desirable
• Demonstrated knowledge (or ability to absorb quickly) of the regulations, Acts and contract requirements applying to contemporary regulated employment and training environment of the apprenticeship system in Victoria
• Effective telephone communication skills and the ability to gain clarity through follow up questions
• Ability to make clear concise file notes
• Ability to multi-task, prioritise, and manage time effectively
• Demonstrated administration and customer service skills in order to create, maintain and enhance customer relationships

QUALIFICATIONS:
No mandatory qualifications apply to these roles however VET sector or contact centre qualifications would be well regarded.
 
CULTURE & VALUES
The BUSY Group values inclusiveness, excellence, resilience, integrity and innovation. These values are entrenched in the work we do and how we conduct our business.
  
BUSY is committed to achieving a diverse workforce and strongly encourages applications from Aboriginal and Torres Strait Islanders, people from culturally diverse backgrounds and people with disabilities.

HOW TO APPLY
Our preferred method of application is on Seek.
For further information, please contact [email protected]
Please do not apply directly to the recruitment email address.

*Please note this position is subject to a Criminal History Check and Working with Children Check*