Contact Team Supervisor - Victorian Apprenticeship Field Service (VAFS)

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We are seeking a Contact Team Supervisor to supervise and participate in the assessment of compliance risk within training contracts.

Summary about this job

Other

Company: The Busy Group

Location: Melbourne

Work type: Full Time

Salary: n\a

Phone: +61-2-2159-6304

Fax: +61-3-4145-3328

E-mail: n\a

Site:

Detail information about job Contact Team Supervisor - Victorian Apprenticeship Field Service (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

Full Time to 2021

VAFS provides risk assessment and investigation services to the Victorian Registration and Qualifications Authority – VRQA. The overall service aims to detect and report non-compliance, to increase regulatory awareness and presence amongst employers, apprentices and trainees. The purpose of the Contact Team Supervisor – Risk Assessment role is to lead a program of contacts (telephony, email, SMS) to assess compliance risk within training contracts and to report and escalate higher risks to Investigators. 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 and some flexibility within this spread of hours is highly desirable. 
 
PRIMARY DUTIES:
  • Plan the Risk Assessment program to maximise efficiency of subsequent field operations. Monitor program performance and provide reports.
  • Conduct Risk Assessments over the phone and follow up as required includin
  • Research details of training contracts, the employer organisation and any history prior to contact.
  • Manage inbound phone calls, emails or other electronic messaging to conduct, schedule and or follow up on risk assessments
  • Escalate Risk Assessments returning a positive result for the risk factors and meeting or exceeding trigger levels
  • Supervise and support Risk Assessment Officers (2) in determining risk associated with compliance with training contracts.
  • Mentor, train and provide leadership to staff
  • Provide program advice and information by reporting on Risk Assessment matters to key stakeholders including any trends or patterns in risk and field intelligence identified in risk assessments
KNOWLEDGE, SKILLS & EXPERIENCE:
  • Demonstrated knowledge of vocational training issues, the contemporary regulated employment and training environment, and legislation as it relates to Victorian apprenticeships.
  • Experience or capacity to provide operational supervision including planning and monitoring performance
  • Contact centre experience is not essential but would be very well regarded
  • Strong phone contact handling and active listening skills.
  • Excellent communication and presentation skills including ability to respond effectively in writing.
QUALIFICATIONS:
Certificate IV in Government Investigations or willing to achieve the qualification or a superior qualification within 12 months of commencement.
 
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*

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