Senior Business Support Officer

Description:

This is an exciting opportunity to be part of a high performing team of Business Support Officers who assist the Review, Appeals and Business Support teams with timely and efficient administrative, operational, logistical and customer service support.

You will have the opportunity to work collaboratively across the Review and Appeals unit which is responsible for deciding reviews and managing appeals of statutory decisions made by workers' compensation insurers as well as OlR's workers' compensation, work health and safety, electrical safety and labour hire licensing schemes to ensure best outcomes and fair treatment for injured workers and employers.

We promote flexible working arrangements and encourage applications from people with diverse backgrounds.

As the Senior Business Support Officer, you will work autonomously to assist the Review, Appeals and Business Units with timely and efficient administrative, operational, logistical and customer service support.

You report to the Team Leader, Business Support Unit and will contribute to positive business change and team efforts in improving and achieving business performance.

Key Responsibilities Include

Case Management

• Provide support to Business Support Officers with complex or difficult calls and file management
• Provide support to the Team Leaders management of extensions of the time to apply for review
• Undertake the key case management functions of actioning injury payment profile requests, difficult calls, Right to Information requests and other related tasks such as auditing the IPP process
• Ensures all records and emails are managed, maintained and destroyed in the intended manner in line with relevant legislation.
  
  
  

Stakeholder Management

• Provide exceptional customer service to internal and external stakeholders by providing professional and efficient business support services.
• Communicate, liaise and negotiate with a broad range of stakeholders in relation to the functions and services of the Review and Appeals Units, both in writing and verbally for the 1300 number calls
• Support internal administrative work and liaise with Finance, Procurement and Facilities teams to ensure smooth operations for the unit
  
  
  

Innovation & Productivity

• Actively identify improvement opportunities and positively participate in business change initiatives to improve and maximise the efficiency, effectiveness and delivery of quality services
• Assist with monitoring existing business processes, identifying issues or risks and making updates to procedures to ensure efficient and effective business support operations
• Provide support to the RAB Leadership with office-based projects and initiatives
• Adhere to quality standards, standardised practices and processes to deliver work
  
  
  

Organisational Perspective

• Work effectively with colleagues to promote a culture of support and accountability, actively leading by example and ensuring behaviour is in accordance with the values, vision and code of conduct of the organisation.
• Understand the Business Unit Plan and work flexibly and positively towards the changing business needs and goals.
  
  
  

Applications to remain current for 12 months.

Occupational group Administration