Brandon Steinbeck-Brown

- Keep accurate and complete records of your work activities in accordance with legislative requirements and the departments records, information security and privacy policies and requirements.

- Take reasonable care for your own health and safety and for that of others in the workplace by working in
accordance with legislative requirements and the departments occupational health and safety (OHS) policies and procedures.

- Demonstrate how the actions and outcomes of this role and work unit impact clients and the department's ability
to deliver, or facilitate the delivery of, effective support and services.

- Support the review of the Departments Health Safety and Wellbeing management system, identify operational and process improvements.

- Support the planning and implementation of the Occupational, Health Safety and Quality Assurance program (internal and external) and risk assessments on-site.

- Provide insights and reporting from the Occupational, Health Safety and Quality Assurance • program activities.

- Participate in the site-based inspection activities and support the identification of improvements and consistency.

- Support the incident and hazard reporting process across Homes Victoria.

- Proactively build and maintain positive relationships with internal stakeholders with a focus on demonstrating the application of the health safety and wellbeing related policies, procedures, and practices.

- Keep accurate and complete records of your work activities in accordance with legislative requirements and the department's records, information security and privacy policies and requirements.

- Take reasonable care for your own health and safety and for that of others in the workplace by working in accordance with legislative requirements and the department's occupational health and safety (OHS) policies and procedures.

- Demonstrate how the actions and outcomes of this role and work unit impact clients and the department’s ability to deliver, or facilitate the delivery of, effective support and services.

- Operate as an effective member in a team environment and deliver quality, timely and effective support to managers and staff within the Aboriginal Housing and Homelessness branch.

- Have a sound knowledge of the various technologies and business systems (Microsoft 356) that are utilised to deliver activities within the team.

- Arrange meetings, workshops and forums, including coordinating papers, organising agendas, taking minutes and follow-up actions.

- Where responsible for overseeing, monitoring or delivering projects, ensure they are delivered in accordance with relevant legislation and government regulations and guideline.

- Assist in providing advice to stakeholders and assisting in the coordination, preparation and presentation of reports, ministerial briefs, cabinet and agency submissions on a range of matters.

The following tasks are performed during this role;

- Maintained existing schedules that provide the best possible business outcome in consideration of costs, compliance and customer experience.

- Daily resource management - over/understanding management and call arrival analysis.

- Ensure daily workload allocation across customer management to achieve a positive customer experience.

- Same day clearance of all requests received through the scheduling notifications inbox.

- Coordinate the onboarding of new consultants, ensuring they have the required equipment to perform their role.

- Monitor real time queue performance and provide information and recommendations to improve availability, handle time, queue coverage and prioritise calls.

- Identify and recommend improvements to scheduling to maximise efficiencies and enhance customer experience.

- Provide reporting to effectively measure and monitor key performance metrics, including call type, drivers, queue performance and consultant performance.

The following tasks are performed during this role;

- Guiding customers through the debt recovery process, with a commercial and customer focus view in mind.

- Displaying customer service skills and empathy to customers, and assisting them with regaining financial control of their energy bills.

- Deliver timely and accurate Customer assist services which assure the highest levels of revenue and compliance.

- Facilitate a high degree of structured, deliberate communication with various internal teams to ensure that
processes are effective and customers are fully appraised of any issue or potential issue impacting their account.

- Identifying financial risk when using our credit check reporting tool from Ilion to ensure that new customers and business meet our credit check criteria upon sign up.