The Child Care Subsidy (CCS) Provider Helpdesk is the first point of contact with the Department for approved child care services operating under the Family Assistance Law. The team supports one phone line and several email inboxes and work queues. Operators at the CCS Provider Helpdesk respond to phone calls and emails from child care services needing help with their reporting and other legislative obligations. The Helpdesk also provides a contact channel so members of the public can contact the Department about suspected mismanagement of CCS. At times this may require working with external Departments to investigate and resolve child care complaints and issues raised by families. Additionally, the Helpdesk manages the Department's general enquiry line and mailbox. This work includes assisting Stakeholders with queries related to higher education, international education and general education enquires. The CCS Provider Helpdesk is an operational team, we work between the hours of 9am to 5pm in the Canberra city office, with scheduled breaks. The Helpdesk consists of around 20 team members from APS3 Operators to the Director. The Helpdesk is a small but dynamic team who regularly works together to deliver high quality frontline support to the child care sector. The key duties of the position include In this role, you will be responsible for the following: Assisting stakeholders with: Queries related to the payment of CCS and Additional Child Care Subsidy (ACCS) Identification and escalation of system issues Review and analysis of enrolments and session reports Advice and explanations of related child care legislation General enquiries Training and assisting colleagues when required Maintaining a queue of work, meeting set KPIs and maintaining your time effectively Analysing and interpretating data to identify key issues and themes Reporting directly to the APS 5 Team Leader