Statement of Duties As at May 2016 Position title: Client Service Officer Position number: 002375 Award/Agreement: Tasmanian State Service Classification level: General Stream Band 3 Division/branch/section: Service Tasmania Full Time Equivalent (FTE): 0.468 Location: Launceston Employment status: Fixed-term, part time Ordinary hours per week: 17.20 Supervisor: Either a Regional Manager or Shop Manager Agency/Department values: DPAC is a value-based organisation demonstrated by aligning our purpose, behaviour and work practices with values of the department. Our values are: Professional - we aim for excellence and act with integrity and impartiality. Accountable - we are focussed on achievement, open to questioning and responsible for our actions. Collaborative - we respect and value the expertise of others and seek to work in partnership. Forward looking - we plan so we can be responsive to future needs. Connected to the Community - we seek to understand and engage with the community and communities of interest. Supportive - we seek to provide a family friendly and flexible workplace that fosters mutual respect and open communication. For more information about DPAC visit www.dpac.tas.gov.au
Division profile: Service Tasmania aims to deliver and develop the best possible services for its customers. Service Tasmania enables Tasmanians to obtain information and complete their business with Government (State, Local or Commonwealth) either in person (through our 27 Service Centres) over the phone (through our Contact Centre) and online (through www.service.tas.gov.au). To support the delivery of the best possible service to its customers, all Service Tasmania staff are required to access and maintain personal and sensitive customer information. Staff also collect and reconcile Government revenue and manage customer financial data and as such are expected to display the highest levels of personal integrity and honesty in order to maintain public confidence in the services we provide. Position objective: Provide accurate and efficient client focused services for a broad range of Government business transactions and information services including collection and receipt of monies and providing information. Duties: Carry out any or all of the following client services: provide advice on product information provide advice and information on general Government services as sought by clients interpret client needs access, interpret and update information process a range of transactions for goods and services, including services specific to a particular shop or group of shops ensure the shopfront office infrastructure is properly maintained, eg equipment, office procedures, security equipment etc develop and maintain shopfront displays including stock levels organise and arrange referrals where necessary to appropriate Government Agencies provide the full range of banking services in accordance with the Agreement between Service Tasmania and financial institutions. Ensure the accurate and timely completion of daily tasks in line with specified shopfront procedures and processes. Reconcile daily transactions and preparation of money and cheques for banking.
Ensure the accurate and timely completion of daily tasks in line with specified shopfront procedures and processes. Reconcile daily transactions and preparation of money and cheques for banking. Provide advice and assistance, including training, to other staff and undertake appropriate training and self development activities as required to ensure appropriate skills and knowledge for all forms of service delivery. Develop and maintain effective liaison with other shops, Service Tasmania management, Client Agencies, and business and community representatives as appropriate and necessary. Operate a range of equipment including PCs, digital cameras, telephones, copiers, fax machines, EFTPOS terminals, security equipment etc. Perform any other assigned duties, at the classification level that are within the employee s competence and training. Level of responsibility: The occupant works within established guidelines and procedures, including the use of online procedure manuals. Client Service Officers are required to work both as an individual and/or in a team environment and must use initiative to resolve issues and satisfy client and stakeholder requirements. Advice and assistance is available when dealing with more complex and unusual requirements which do not have clear guidelines or precedents. This advice and assistance would be from a variety of sources including the Quality Assurance Officer, Regional Manager/Shop Manager, the Shop Operations Group and other State Government Agencies. Responsible for: the accurate and timely completion of daily tasks; providing a client focussed service in a courteous and efficient manner, including interpreting unclear and sometimes vague and varied requests; individually responsible for reconciliation of monies received; acquiring and maintaining up-to-date knowledge on existing and new services; maintaining confidentiality, particularly when dealing with sensitive client issues; complying with security procedures and protocols; operating a range of equipment including PC s, digital cameras, telephones, copiers, fax machines, EFTPOS terminals, security equipment etc: and representing the Department and the Government in an appropriate manner.
ensuring a safe working environment by complying with relevant Work Health and Safety (WHS) legislation, codes of practice and policies, procedures and guidelines issued under the Department s WHS Management System. Reporting structure: Client Service Officers operate under the general direction and supervision of either a Regional Manager or Shop Manager. Contact with shop fronts is maintained either in person, by telephone, fax or email. Client Service Officers also receive guidance and instruction from the Shop Operations Group. Selection criteria: Well-developed interpersonal and communication skills, including the ability to deal with difficult circumstances involving clients and interpret client needs in a variety of situations, specifically face to face and over the telephone. Demonstrated ability to work individually and/or as a member of a team, in a highly developed and evolving technological environment. The capacity to quickly acquire knowledge of the range of transactions and products available through Service Tasmania. Demonstrated ability to accurately receipt and reconcile monies while providing high level client service in a busy information and transaction environment Competency in the use of common computer software, including accessing and updating data base systems. Essential requirements: The Head of the State Service has determined that the person nominated for this position is to satisfy a pre-employment National Criminal History Police Check before taking up the appointment, promotion or transfer. The following check is to be conducted: Checks for criminal charges, convictions or findings of guilt for: crimes involving dishonesty crimes of violence sex related offences serious drug offences traffic violations, criminal or traffic charges (but not including parking infringements).
Desirable requirements: 12 months experience in a customer service environment. State Service Principles: Employees should familiarise themselves with the State Service Principles (view at thelaw.tas.gov.au website) and must work to ensure the Principles are embedded into the culture of the Agency and that the Principles are applied to all Agency decision making and activities. Code of Conduct: The State Service Code of Conduct (view at thelaw.tas.gov.au website) complements the State Service Principles and requires employees and officers to act appropriately in the course of their duties and to maintain the confidence of the community in the activities of the State Service. Workplace diversity: The Department is committed to high standards of performance in respect to managing diversity. Workplace health and safety: The Department is committed to high standards of performance in respect to work health and safety and managing diversity. All employees are expected to participate in maintaining safe working conditions and practices and to promote and uphold the principles of fair and equitable access to employment/promotion, personal development and training and the elimination of workplace harassment and discrimination. Smoking is not permitted in the workplace or government vehicles. Staff are also responsible for adhering to the instructions within the security plan and are expected to be pro-active in identifying threats in their workplace. In particular, challenging or reporting anyone who is not properly identified within their workplace. All staff are to be familiar with and participate in all evacuation drills.