Customer Service Officer

5 months ago

Greater Adelaide SA, Australia Department of Employment and Workplace Relations Full time

APS Level 3
- Adelaide, SA
- $69,863 - $72,767

**About the Department of Employment and Workplace Relations**
We enable access to quality skills, training and employment services to support Australians find secure work in fair, productive and safe workplaces - supporting individuals and our nation to prosper.

The Unique Student Identifier (USI) is a Council of Australian Government initiative delivered by the Australian Government. It links the training records of over 14 million Australians and international students collected from over 4,000 Registered Training Organisations.

The Student Identifiers Registrar is responsible for administering the USI initiative nationally and manages the USI Registry System which creates and stores USIs; and helps students and education and training providers access the USI Registry System to create, find and update USIs securely.

The Office of the Student Identifiers Registrar (OSIR) is comprised of staff from DEWR who support the Registrar.

**The Role**
Reporting to the Team Supervisor, the Customer Service Officer will be part of the contact centre which involves both inbound and outbound calls, assisting students and training or educations providers with their enquiries and interacting with a range of IT systems.

The successful applicants will be required to work to a roster during standard business hours, generally 8.00am to 6.00pm (Australian Central Time) Monday to Friday, excluding public holidays.

On-the-job training will be provided to successful applicants.

**Duties and Responsibilities**
Responsibilities of the APS Level 3 may include:

- Deliver high quality customer service to achieve business outcomes.
- Demonstrate commitment to on-the-job training and participate in activities to build and maintain customer service skills, system knowledge and understanding.
- Deliver prepared scripts to students and providers to assist them with their enquiries and solve problems where solutions can generally be found in procedures.
- Review student details and update where necessary to ensure data integrity.
- Take the initiative to interpret and comply with legislation, privacy policy and regulatory framework.
- Respond to other duties as required and take directions from Team Supervisors in a positive and proactive manner.

**How to Apply**
Applicants are required to provide up to a one-page summary (no more than**1000 **words) that outlines skills, knowledge, and experience and why you should be considered for this vacancy. You should take into consideration the position overview (including any detailed position specific requirements) when drafting your response. Where possible include specific relevant examples of your work.

The APS work level standards accommodate the diversity of roles across the APS and are structured to clearly differentiate between the work expected (i.e. responsibilities and duties) at each classification level.

In the eRecruit (the department’s online recruitment system) you will also need to:

- upload a Curriculum Vitae
- provide contact details for 2 Referees.

**Eligibility**

**Citizenship** - to be eligible for employment with the Department, you must be an Australian Citizen or, in limited circumstances, in the process of obtaining it.

**Please refer to the Job Information Pack for more information about the role.**

Job Information Pack Opens in new window

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