Aps3 Service Support Officer

1 week ago

Brisbane, Queensland, Australia DFP Recruitment Services Full time

Job description:

DFP Recruitment is a preferred supplier for Federal Government and is proudly working with our client who is seeking a Service Support Officer to provide support to the team which may include a mix of inbound calls and administrative tasks.


A Service Support Officer will provide operational and administrative support which will include answering inbound calls, triaging the call, administration, procedural, information technology and other service delivery activities.


The role is responsible for the front line of customer service for clients who may be facing significant or complex challenges.

The Service Support Officer is responsible for the accurate recording of clients' details before transferring the client to a Clinician for assessment.

This may involve collaborating with others and connecting with other regional offices, relevant government or community services to deliver the best service offer.


As a Service Support Officer you will:

  • Provide customer service support at initial point of contact.
  • Process referrals, reschedules and cancellations
  • Be available for work in a rostered environment and adhere to work schedules
  • Ensuring escalated cases are identified and promptly transferred to a Clinician
  • Liaising with internal and exernal stakeholders
  • Ensuring record keeping is accurate and timely

To be successful, you will need to have:

  • Experience within an inbound customer service.
  • Experience working with the vulnerable
-
High desirable is experience working within 000 or EAP environment:

  • Demonstrated experience handling sensitive information
  • Communicate professionally, discretely and respectfully
  • Ability to research and make sound decisions using appropriate judgement
  • Analyse and evaluate clients' needs and tailor services to the client
  • Understand and make connections with community, government and other services
  • Ability to build relationships and engage with diverse groups of people
  • Ability to easily adapt to changing work environment
-
Must be an Australian Citizen and willing to undertake a National Police Clearance:


  • Qld Working with Children and / or Vulnerable People Check (must be willing to obtain)

In return you will:

  • Full Time Hours hours per week
  • Receive ongoing and comprehensive training
  • 12 month initial contract + extension of up to 3 years
  • Supportive team, with a positive culture

Note:
You may be required to provide evidence of your COVID-19 vaccination status.

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