Reception Services Officer

Full Job Description

Reception Services OfficerPosition DetailsClassification: VPS 2Salary Range: $62,104 - $79,753 (full-time equivalent per annum) plus superannuationEmployment Status: Part-time (0.5 FTE, negotiable), OngoingLocation: Portland Office, 16 Julia Street, Portland 3305Reports to: Reception SupervisorThe Department of Families, Fairness and Housing is seeking a dedicated Reception Services Officer to join our Wimmera South West team in Portland. This critical position serves as the first point of contact for our department, providing essential support to clients, the general public, and service providers across our diverse community.As a Reception Services Officer, you will play a vital role in creating a welcoming and professional environment while delivering high-quality customer service through our telephone system and front reception counter. You will work as part of a supportive team, utilizing strong communication and interpersonal skills to assist individuals with their enquiries, provide accurate information, and connect them with appropriate services and resources. This position offers the opportunity to make a meaningful difference in people's lives while developing your skills in a purpose-driven organization committed to creating equal opportunities for all Victorians.This part-time ongoing role (0.5 FTE, negotiable) is based at our Portland Office and offers the chance to contribute to community wellbeing and social recovery across the Wimmera South West region, which encompasses ten local government areas and serves approximately 149,000 residents.Key ResponsibilitiesDeliver high-quality telephone and reception counter service to clients, service providers, and members of the public with professionalism and courtesyGreet and acknowledge all visitors and callers promptly, establishing the purpose of their contact and providing appropriate responses or referralsAssist clients who may be distressed, angry, or confrontational with empathy and professionalism, implementing security procedures when requiredMaintain effective working relationships and liaise professionally with staff at all levels across the departmentUtilize a range of information and communication technology systems effectively to support service deliveryProvide administrative support through various functions as directed to support the area's operationsMaintain accurate and complete records of work activities, client contacts, and referrals in accordance with legislative requirements and departmental policiesContribute to operational service delivery policy and process development as part of the Reception Services teamWork collaboratively as an effective team member to deliver quality, timely customer serviceYou will bringStrong communication and interpersonal skills with the ability to interact professionally with diverse individuals and groupsDemonstrated customer service experience with the ability to maintain a welcoming and professional mannerAbility to assess enquiries and provide appropriate information, responses, or referralsProficiency in using information and communication technology systemsAbility to work effectively as part of a team in a collaborative environmentStrong organizational skills with attention to detail and accuracy in record-keepingAbility to remain calm and professional when dealing with challenging situationsUnderstanding of privacy, confidentiality, and information security requirementsWhat We're Looking ForWe seek a compassionate and professional individual who is committed to providing exceptional service to our community. The ideal candidate will demonstrate respect for diversity, maintain composure in challenging situations, and take a helpful, client-focused approach to every interaction. You will thrive in a team environment and be motivated by the opportunity to support vulnerable community members in accessing vital services.About Our DepartmentThe Department of Families, Fairness and Housing is dedicated to community wellbeing and social recovery across Victoria. We work to create equal opportunities for all Victorians to live safe, respected, and valued lives through bold and innovative reform. Our department encompasses Child Protection, Family Safety Victoria, Homes Victoria, Housing, Disability, Seniors and Carers, as well as key portfolios including LGBTIQA+ Equality, Veterans, and the offices of Women and Youth.We are building an inclusive workplace that embraces diversity and difference. All jobs can be worked flexibly, and we actively encourage applications from Aboriginal and Torres Strait Islander people, people living with disability, LGBTIQA+ individuals, veterans, and people from varied cultural backgrounds.We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.