Aps4 Customer Service Officers

4 weeks ago

Brisbane, Australia DFP Recruitment Services Full time

**Job description**:
Our Federal Government client is currently seeking Employment Services Officers to join their team for a 8 month assignment with a view to the roles becoming ongoing.

Positions are to commence immediately in the Brisbane CBD, and will be paid at the attractive hourly rate $48.72+ super per hour.
- Providing a first point of contact for participants including provision of guidance, support and advice tailored to individual needs.
- Investigating, managing, and resolving complex cases with assistance from staff of higher classification levels where needed.
- Conducting thorough investigations and using effective management strategies to address the concerns of complainants.
- Identifying learning opportunities and providing mentoring to staff of lower classification levels where required.
- Employing a flexible approach to day-to-day work changes and shifting priorities.
- Maintaining accurate records within the Customer Relationship Management System (CRM)
- Researching, analysing, and making informed decisions based on the resources and guidelines provided.
- Navigating across multiple IT systems in real-time.
- Demonstrating excellent workplace behaviours including working within a team and promoting positive team culture.

The successful applicant should demonstrate the following:

- demonstrated experience in a contact centre environment or the employment services industry
- strong customer service and communication skills
- ability to work autonomously, navigate complex information and use sound judgement in making decisions
- strong digital literacy including the ability to navigate across multiple IT platforms in real time and type proficiently
- Communication skills to interpret complex information, tailor messaging and resolve issues. Web chat skills and knowledge highly regarded.

These roles are due to commence from 22nd May 2024.

This is an opportunity to work in a Federal Government environment, therefore we are only able to consider Australian Citizens. A current National Police Check will be required prior to commencement, and successful staff will complete a Baseline Security Clearance.

Please note: You can only be represented by one agency, therefore if you have already spoken with another recruiter about these opportunities please do not apply.

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