Job Description

Enquiry, Administration and Reception Support

•       Permanent Full Time

•       Monday – Friday, 8:30am – 5:00pm

•       Cheltenham VIC 3192 – and other locations around Victoria as required by Melba

•       Salary on offer + Not-for-Profit Salary Packaging

•       Join a values-oriented Human Rights Organisation

About Us:

For over 50 years Melba Support Services has been providing services to people with disability that focus on supporting people to dream big, embrace life and do what they choose and value. Melba is firmly grounded in upholding human rights and recognises that part of living a happy, healthy life is being independent and being able to do the things that bring us joy.  Melba won the 2023 National Disability Award for Excellence in Service Quality.

About the Role:

This position is responsible for managing and responding to enquiries related to services offered by Melba Support Services. The role involves providing accurate information, guidance and support to people seeking access to services, including prospective people supported and their representatives, ensuring their needs are addressed effectively and empathetically. Additionally, this position will oversee and coordinate reception activities ensuring a welcoming and accessible reception area is maintained. This involves ensuring that individuals seeking assistance— whether by phone, email, or in person—are directed to the appropriate department or team.

Requirements

Reception and Administration

•       Create a welcoming and accessible reception area, ensuring reception area is tidy and presentable and all people visiting our Melba office are welcomed in a friendly, professional manner.

•       Coordinate and manage reception activities in each location, including incoming and outgoing mail and deliveries and management of meeting rooms.

•       Assist with basic clerical tasks, such as data entry, filing and document preparation as required.

•       Maintain and order office supplies and equipment as required.

•       Provide administrative support to the wider organisation as required.

Enquiry Management

•       Handle incoming enquiries via phone, email and in-person, addressing questions and providing relevant and accurate information about Melba Support Services.

•       Provide clear and accurate information regarding services offered by Melba.

•       Provide empathetic and professional support and information to individuals with disabilities, their families and caregivers.

•       Assess the nature of incoming enquiries received by phone, email and in-person directing the enquiry to the appropriate department / team within Melba.

Documentation and Reporting

•       Record and manage all enquiries and interactions in the database ensuring confidentiality and accuracy.

•       Prepare and submit reports on enquiry trends, client needs and services outcomes as required.

•       Identify high volume enquiries, reporting these to the relevant team / department.

Collaboration

•       Work closely with other departments and teams at Melba to ensure accuracy of information provided to enquiries.

•       Participate in training and development activities to stay informed about best practices and emerging issues in the disability sectors.

•       Coordinate with Facilities Management for maintenance and repairs.

Qualifications and Experience:

•       Previous experience working in reception, customer service or like role required.

•       Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) required.

•       Strong interpersonal and communication skills.

•       Ability to handle multiple activities and prioritise tasks.

•       High level of organisational skills and attention to detail.

Requirement s:

•       A current NDIS Worker Screening and Working with Children Check.

•       The ability and relevant driver’s license to perform travel as required to undertake the key accountabilities of the role.

•       Compliance with OHS&W regulations, legislation, and Policies and Procedures is required.

•       Successful completion of pre-employment safety screening checks, mandatory training, and their subsequent renewals is necessary.

Benefits

Why Join Us?

•       We are a human-rights, values-based, not-for-profit community organisation committed to providing services that support individuals with disability to lead everyday lives of their choice, if this resonates with you, come join us!

•       Join a supportive and collaborative culture where your contributions make a real impact.

•       Enjoy onsite parking and other benefits.

•       Access to Not-for-Profit Salary Packaging.

•       Flexible work arrangements, with the ability to work from home or the office.

Ready to Make a Difference?

Click "Apply" now and submit your resume. We look forward to meeting you!

We are an equal opportunity Employer and aim to ensure every individual is treated with dignity and respect regardless of their cultural background, ability, ethnicity, gender identity, sexual orientation, spirituality or religion. First nations people; people from culturally and/or linguistically diverse backgrounds and people with a disability are strongly encouraged to apply.

As a provider of supports and services to children, Melba is committed to ensuring that every child feels safe and respected. All Melba staff and volunteers have a responsibility to make sure that children’s wellbeing and safety comes first, that they are supported to achieve their potential, respected, and protected from abuse and neglect.

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