Service Engagement Officer

• Based in our Pymble Head Office, with working from home options
• $60,505 to $64,741 per annum, plus nfp tax benefits (effective increase of $15,900 in your tax-free threshold)

Purpose of the role:

To engage with client services leaders with their staffing needs and administration needs, working towards fulfilling the gaps by utilising internal Direct Support Professionals to achieve both financial and non-financial benefits for the organization.

Role Specific Responsibilities:

• Responding to internal shift requests from client services within a reasonable timeframe;
• Updating rosters with shifts requests, allocation of Direct Support Professionals (DSP) to clients and sending confirmations and service descriptions to DSPs;
• Using an IT rostering system to allocate DSPs to clients;
• Ensure correct information is recorded with data entry into different IT systems;
• Maintaining a database of availability of the current staff pool;
• Adopting customer-orientated attitude to collaborate and maintain a good employee experience;
• Generating monthly reports on a regular basis;
• Providing after-hours support (on Weekdays between 6.00am to 9.00am and 5.00pm to 9.00pm,on Weekends 8.00am to 8.00pm and on Public Holidays 9.00am-6.00pm) on rotation basis;
• Coordinate and plan site inductions for DSPs covering shifts through service engagement function;
• Being proactive about filling future shifts for client services.
• Providing support to client services in roster maintenance, coordinating accurate and up-to-date rosters, as the primary contact to Team Leaders/ Managers for vacancy management and roster issues.
• Ensuring the rosters in the system are accurate for all services to ensure adequate resource allocation and invoicing for services.
• Supporting the preparation and completion of quotations (including SIL quotes) and service agreements for client services (inclusive of monitoring the service type checks against service bookings).
• Managing annual leave coverage of DSPs.
• Following up on training assigned to DSPs.

Skills, Abilities & Personal Charcteristics:

• Good communication skills, verbal and written.
• Excellent attention to details
• Outstanding planning and organising skills demonstrating initiative when working without direct supervision.
• Emotional intelligence, resilience and physical capacity to perform the work required.
• An understanding of an adherence to working within personal and professional boundaries in a multicultural environment.
• Ability to work independently within a collaborative team environment.
• Demonstrated time management, organisational skills, with attention to details and managing competing priorities effectively.