Client Services Representative Case Manager

Eligibility

The Fair WorkCommission (the Commission) requires Australian citizenship as acondition of engagement.

To beeligible for employment with the Commission the successfulapplicant must undergo and satisfy a National PoliceCheck.

About the Position

Thisadvertisment covers two APS4 roles within the Dispute Resolution &Support Services Branch (Branch) which is the Fair WorkCommissions (the Commission) face of frontline servicedelivery.

Client ServicesRepresentativeswork in the Client Services Team inthe Dispute Resolution & Support Services Branch (Branch) which isthe Fair Work Commissions (the Commission) face of frontlineservice delivery. The primary role of the Client Services Team isto provide frontline services to clients of the Commission. ClientService Representatives are on the phones every day providinginformation on all services the Commission offers to the Australianpublic through the Commissions Helpline. The role also involvesprocessing Commission applications. Client Services Representativesmay also assist with issues relating to building and facilitiesmanagement finance human resources Work Health & Safety (WHS)and our Information Technology (IT) teams.

CaseManagers work in the Dispute Resolution & Support ServicesBranch (Branch) which is the Fair Work Commissions (theCommission) face of frontline service delivery. Case Managers areresponsible for the early triage and management of individualrights-based disputes including unfair dismissal generalprotections dismissal anti-bullying sexual harassment and rightto disconnect applications. They perform effective and efficientcase management services including early intervention to assistclients to prepare for dispute resolution processes before aCommission Member or staff Conciliator. Case Managers leveragetheir technical expertise to support clients to self-resolve theirdisputes where appropriate including by identifying otherapplicable dispute resolution pathways. Engaging with members ofthe public over the phone is a large part of the role. CaseManagers may also assist with issues relating to building andfacilities management finance human resources work health &safety (WHS) and Information Technology(IT).

Duties

Duties performed byClient Services Representatives

• Interact with clients to provide high-quality service via phone in writing and in person.
• Identify client needs in the pre-lodgement phase and tailor information to confidently guide each client to the appropriate pathway including referring to relevant online resources.
• Work individually and with team members to staff call queues and process high volume applications to achieve performance expectations and deliver KPIs.

Duties performed byCase Managers

• Manage and triage applications in accordance with established procedures to identify appropriate case pathways and ensure that clients receive complete timely and accurate information regarding their case.
• Communicate complex legislative requirements and procedural information with confidence and empathy managing client expectations and connecting them with relevant support services and resources that can assist them to resolve disputes.
• Proactively manage a high-volume caseload to achieve performance expectations and deliver KPIs by using the Commissions case management system to:
  
  • serve applications file and respond to client correspondence
  • support the scheduling of proceedings and
  • complete data entry with a high level of attention to detail to maintain accurate and compliant records.
• Conduct a mixture of inbound and outbound telephone work and staff the teams general call queue in collaboration with other case managers.

Duties performed byboth Client Services Representatives and CaseManagers

How to Apply

The PositionDescription (PD) is attached at the bottom of this advertisementwhich will provide you with further information.

Yourapplication must consist of the following tworequirements:

• A statement of claim of no more than 800 words providing 1 or 2 detailed examples that demonstrate your skills and/or experience relevant to the advertised role using Ideal Candidate section as a basis.
• A resume detailing your employment history relevant to this position and details of at least two recent referees.

While theselection criteria listed in the Our ideal candidate sectionapply to both roles included in this position description (PD) weencourage you to tailor your statement of claims to the role thatmost interests you. The panel will consider your application forboth roles advertised within this PD unless you indicate that iffound suitable you do not wish to be placed in a particularrole.

Submit yourapplication via the Commissions online e-recruitment system bySunday 30 August at 11:45 pm(AEST).

If you havequestions regarding this role please contact Sarah Martin on oror send an email to the Recruitment Team

Additional Information

Informationabout the Commission can be found at

Commission staff have accessto hybrid working arrangements where they can work a combination ofin the office and from home.

TheFairWorkCommission has a broad range of functions relating to theworkplace and seeks to discharge these functions in a way that bestmeets the needs of our community with a focus on access to an employer the Commission values diverse views andbackgrounds including First Nations Australians mature ageworkers people from culturally and linguistically diversebackgrounds carers LGBTQIA people with disability and peoplewho are aim is to create a workforce thatreflects the community in which we also welcomeconversations about working flexibly.

RecruitAbilityapplies to this vacancy. Applicants are encouraged to request reasonable adjustments as required to assist your participation in this recruitment process.