Aps3 Service Support Officer
5 days ago
**Web Ref: 17651**
12-month contract with possibility of extension | Brisbane Location | $43.00 Per Hour plus 10.5% Superannuation | Working with Children (WWC) and/or Vulnerable People Checks/Clearance is Mandatory | Must hold a current valid Police Check
**OVERVIEW**
Our Federal Government client is currently seeking a Service Support Officer to join their team at the APS3 level. Within this role you will provide administrative and operational support, which may include a mix of telephony, clerical, administration, procedural, information technology and other corporate activities.
**YOUR RESPONSIBILITIES**
- Provide customer service support at initial point of contact, streaming customers to the appropriate service channel, completing simple first contact resolution enquiries, identifying and prioritising customers.
- Process referrals, reschedules and cancellations.
- Be available to work in a rostered environment and adhere to work schedules.
- Ensuring escalated cases are identified and promptly transferred to an Intake Clinician.
- Liaison with internal and external stakeholders in relation to the service provided by the Client Assist Contact Centre.
- Relevant and quality record keeping and documentation regarding client information.
- Ensuring compliance with the Department’s Contact Centre and clinical practice policy, including the mandated use of specific clinical forms/templates.
- Support the ongoing range of quality improvement approaches within the Contact Centre
- Exercise appropriate delegations in accordance with legislation and guidelines.
**EXPERIENCE / REQUIREMENTS**
- Communicate in an effective way
- Research and make sound decisions using appropriate judgement
- Analyse and evaluate customer needs, requesting support as appropriate
- Tailor services to customers
- Understand and make connections with community, government, and other services
- Build relationships and engage with diverse groups of people
- Collaborate with other staff in immediate work area, across a virtual team and with other areas of the department
- Support and train others, undertake ongoing training
- In the context of a clinical team composed of allied health professionals, identify, respond to, and escalate customer aggression and/or customer interactions
- Work in and adapt to a changing environment
- Demonstrate relevant computer literacy skills
- Commitment to holistic customer service
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