About The Role
12 Month FTC – This role provides administrative and operational support to enable efficient delivery of services to Lifetime Schemes' customers by frontline teams. Operational Support Officers enable the delivery of Lifetime Schemes' strategic objectives by working proactively and collaboratively with customers, internal and external stakeholders, and each other to provide an effective centralised administrative function for Lifetime Schemes.
Responsibilities
* System Workflow Management: manage administrative processing and support tasks within Lifetime Schemes case management systems including Navigator, CRM and CMS.
* Service Requests: manage service request types according to agreed business process such as treatment and care requests, home modification requests, continence and consumables prescription and variation requests, cab‐charge requests, and setting up GP/Pharmacy accounts with MVR medication lists.
* Email inbox management: action all internally and externally received documents, reports, invoices and requests in accordance with agreed business process and timeframes, including uploading documents, applying correct naming protocols, document categorisation, and finalising documents.
* Physical Mail: manage physical mail, scanning, indexing and distributing incoming mail to appropriate teams/business units, and attend to printing and mailout of letters/communications.
* Correspondence: create and communicate correspondence including service approvals, purchase orders, invoice decline letters, requests for information, and ad hoc items as directed by the Operational Support Team Leader.
* Information requests: respond to requests for information by collating and sending copies of relevant documents for insurers, solicitors, subpoenas and other third parties.
* Enquiries: respond to enquiries by phone or email, often as the first point of contact for the team/business unit, ensuring timely response.
* Telephony Support: manage telephony support and first point of contact through Lifetime Schemes platforms including Microsoft Teams, Touchpoint and Genysis, providing customer service support through direct resolution or escalation.
* Vendor Creation and Maintenance: maintain vendor management within case management systems, ensuring accurate data entry for creations and amendments.
* Complaints resolution: respond to and address Level 1 complaints, escalating as appropriate and recording in the case management system.
* Financial transactions: prepare and undertake standard financial/purchasing transactions on behalf of the team/business unit to ensure compliance with procurement and financial procedures.
* Travel bookings: process travel bookings and communicate itineraries with stakeholders.
* Ad Hoc assistance: provide other support as directed by the Operational Support Team Lead.
* Records Management: maintain physical and digital records according to policies and confidentiality/privacy requirements.
* Home Modifications Support: set‐up and maintain project plans (including timeframes, resourcing and deliverables) using appropriate software, providing status reporting.
* Self‐management: prioritise workloads and workflows to ensure team KPIs are met.
* Mindset: support the ongoing evolution of Operational Support by seeking improvement opportunities, adopting a flexible mindset, and embracing continuous improvement.
Benefits
* A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programmes.
* icare day – access to an extra day's leave.
* 17.5% annual leave loading.
* Comprehensive learning and development support aligned to icare's Core Capabilities.
* Our People Awards – On‐the‐spot Recognition, Quarterly Values Awards & Our People Annual Awards.
* Access to our Employee Assistance Program.
Skills & Expertise
* Experience in business administration.
* Experience in a customer service environment.
Eligibility
Please note that you must be an Australian citizen, permanent resident of Australia, New Zealand citizen with a current New Zealand passport, or have unrestricted working rights to apply for this role.
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