Job Description

Working at Melba Support Services (Melba)

• We support people with disability to live the life they want.
• We have a Zero Tolerance approach to violence, abuse, neglect, and exploitation.
• Every member of the Melba community is committed to The Melba Way Charter, our vision, purpose and values.
• Melba aims to create welcoming and respectful workplaces that promote inclusive and collaborative working relationships.

For over 50 years, Melba has stood beside Victorians with disability, championing choice, dignity, and dreams. As a proud NDIS provider, we offer personalised support, from independent living to community connection. Every service is built around what matters most. You!

We open up a world of opportunities for people to live life their way – proudly, joyously, creatively, adventurously.

Why Join Us?

At Melba, people lead all decisions about their support. We are proud to do things a little differently, we call it The Melba Way. We ask questions and listen, tailoring all supports to what you need and want and we tailor all supports to each person. It’s how we bring our values to life every day. It’s about putting people first, creating personalised support every minute, every hour, every day. If this resonates with you, come join us!

About the Role

As our Enquiries and Reception Officer, you'll be the first point of contact for people connecting with Melba Support Services. Whether it's a phone call, email or someone visiting one of our offices, you'll help create a positive and welcoming experience while ensuring enquiries are directed to the right place. This is a varied role that combines reception, administration and customer service. You'll provide accurate information about Melba's services, support people with empathy and professionalism, and help ensure our offices run smoothly day to day. This is a job-share position with a requirement to work onsite Monday, Tuesday and Wednesday, with flexibility to provide additional coverage when needed. Due to the nature of the role, there is no work from home option on these days.

What We Offer

When you join Melba, you become part of an organisation that values its people and believes great services start with great teams.

As an Enquiries and Reception Officer, we offer:

• Not-for-profit salary packaging benefits to increase your take-home pay
• Ongoing learning and professional development opportunities
• Career pathways across a diverse range of functions and services
• A supportive and collaborative team environment
• Employee wellbeing initiatives and support services
• The opportunity to make a genuine difference in the lives of people with disability and their families
• Meaningful work in an organisation with a strong purpose and values-driven culture

What You'll Be Doing

In this role, you'll help ensure enquiries are handled efficiently and every interaction with Melba is welcoming, professional and helpful.

You will:

• Welcome visitors and create a friendly, accessible and professional reception experience
• Coordinate reception activities including mail, deliveries and meeting room management
• Provide administrative support including data entry, filing and document preparation
• Maintain office supplies and equipment as required
• Respond to enquiries received via phone, email and in person
• Provide clear and accurate information about Melba's services and supports
• Support people with disability, their families and representatives with empathy and professionalism
• Assess enquiries and connect people with the appropriate team or department
• Maintain accurate and confidential records of enquiries and interactions
• Assist with reporting on enquiry trends, service needs and outcomes
• Identify recurring or high-volume enquiries and escalate trends where appropriate
• Work collaboratively with teams across Melba to ensure information provided is current and accurate
• Coordinate with facilities management regarding office maintenance and repairs
• Participate in training and development activities to stay informed about the disability sector and best practice

What Makes a Great Enquiries and Reception Officer?

We're looking for someone who enjoys helping people, building positive relationships and delivering exceptional customer service. You'll be organised, adaptable and confident managing a variety of tasks while creating a welcoming experience for everyone who interacts with Melba.

You will bring:

• Experience working in reception, customer service, administration or a similar role
• Strong interpersonal skills and a friendly, professional approach
• Excellent written and verbal communication skills
• The ability to manage multiple priorities and work independently
• Strong organisational skills and attention to detail
• Confidence using Microsoft Office applications including Outlook, Word, Excel and PowerPoint
• A customer-focused mindset and commitment to quality service
• The ability to remain calm and professional when handling sensitive or complex enquiries
• Strong problem-solving skills and sound judgement
• The ability to build positive working relationships across teams and departments
• A commitment to confidentiality, professionalism and continuous improvement
• An understanding of, or interest in, the disability sector will be highly regarded

Requirements

To be successful in this role, you'll need:

• Current NDIS Worker Screening Check, or willingness to obtain
• Current Working with Children Check, or willingness to obtain
• A current Australian Driver Licence and willingness to travel between Melba locations as required
• Availability to work onsite Monday, Tuesday and Wednesday, with flexibility to provide additional coverage when required
• Successful completion of pre-employment screening, mandatory training and ongoing compliance requirements
• Commitment to workplace health, safety and wellbeing responsibilities

Ready to Apply?

If you're passionate about helping people, enjoy creating positive customer experiences and want to be part of an organisation making a genuine difference in people's lives, we'd love to hear from you. Apply today and join the team at Melba Support Services.

Inclusion at Melba

Melba Support Services recognises the contribution that a diverse workforce makes to continuous improvement and service delivery and is an Equal Opportunity Employer. Melba Support Services values diversity and encourages applications from Aboriginal and Torres Strait Islanders. People with disabilities and from culturally and linguistically diverse backgrounds are also encouraged to apply. Melba Support Services is committed to making reasonable adjustments to the recruitment process and day-to-day work. 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.