Aps3 Contact Centre Officer

1 month ago

Adelaide Region SA, Australia Chandler Macleod Full time

**Mandatory: Australian Citizenship required to work within Federal Government and must to be able to obtain a Baseline Security clearance**

**Applications close by 10am Monday 6th of March 2023**

Chandler Macleod has multiple upcoming temporary assignments with our Federal Government client for
**APS3**
**Passport Contact Centre Officer. **This 12-month assignment, with possibility to extend and is conveniently located in the
**Adelaide CBD.**

**JOB PURPOSE**
To provide information, advice, and support to customers in relation to Australian Travel Documents. Staff will be required to provide customer service over the phone on a wide range of enquiries relating to Australian Travel Documents.

**Tasks include**:

- Respond to customer enquiries received through service delivery channels, predominantly via phone to provide accurate information to customers.
- Achieve a high level of customer satisfaction through first contact resolution.
- Excellent customer service and communication skills and an ability to work in a scheduled environment
- Relevant experience in a contact centre, government department or a similar business environment is an advantage.
- Problem Solving
- Navigation
- Typing

**JOB OVERVIEW (POSITION MAY INCLUDE SOME OR ALL OF THE FOLLOWING)**

**Under general supervision and direction**:

- Respond to customer needs in a professional manner and achieve a high level of customer satisfaction through first contact resolution
- Communicate effectively over the phone with members of the public, Australian Passport - Office Case Officers, relevant authorities (such as Australia Post) and other government agencies.
- Communicate clearly in plain English, without using jargon and convey information succinctly and with empathy.
- Undertake phone related processes to the required service standards and defined procedures using required business systems
- Achieve individual Key Performance Indicators (KPIs) and work collaboratively in a team to achieve team goals.
- Provide business insights from customers to continuously improve the services provided
- Contribute to the delivery of a high-quality service by providing a courteous, efficient, prompt, and professional customer service to the public on travel document matters
- Support the interpretation and analysis of relevant legislation, regulations, guidelines, and procedures relating to the issue of Australian travel documents, with guidance as required.
- Attend appropriate training on passport legislation, policy and guidelines and develop and maintain an understanding of relevant legislation and policy frameworks.
- Assist and support the resolution of straightforward or routine issues arising from the provision of Australian travel documents
- Meet deadlines, required outcomes and performance expectations in line with APO Performance Frameworks
- Work within a rostered environment to meet customer and service delivery expectations

**Desirable Experience**:
The successful applicant is expected to have strong attention to detail, excellent customer service and communication skills, and ability to work in a scheduled environment.

**Core Capabilities**
- Work collaboratively across the department to achieve as a team
- Negotiate, advocate, represent and influence with excellence
- Solve problems using judgement while managing risk
- Display personal resilience
- Maintain highest levels of integrity
- Value and promote diversity
- Self-management to achieve timelines

**Technical Capabilities**
- Demonstrated understanding of the priorities of the Australian passport office
- Demonstrated ability to perform customer service duties.
- Demonstrated understanding of legislative and broader government policies relevant to the issuance of passport services.

**What's on Offer?**
- Position located in Adelaide CBD
- APS3 $38.05/hr + super
- Temporary contract for 12 months, (with possibility to extend)
- Monday to Friday 38hrs per week

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