AO3 Processing Officer

3 weeks ago

Townsville, Queensland, Australia Empire Group Full time
- A03 Processing Officer
- Full-time, Temporary Contract
- Initial contract to 31/12/2025 + possible extension
- QLD Government
- Brisbane CBD
- $50.37 per hour + super
- ASAP Start | No WFH

Great opportunity to be part of a team that provides high-quality, person-centred support services to a diverse clientele, facing complex housing and rent challenges. You will be responsible for delivering frontline customer service, assessment and administrative services.

The Role

- Conduct annual reviews for customers on the social housing register
- Provide high quality customer support through inbound and outbound calls
- Maintain accurate records and perform data entry into internal systems
- Complete rent calculations and process applications
- Determine customer eligibility within policy guidelines
- Manage shared mailboxes and support workflow coordination across the team
- Assist team members with escalated enquiries as required
- Liaise with internal teams to refer and resolve customer requests

About You

The successful candidate will have previously worked in a customer-facing role and be able to manage priorities, meet tight deadlines and deliver consistent quality service. You will also be able to demonstrate the following skills and attributes:

- Previous call-centre, banking, insurance claims or assessment experience highly desirable
- Intermediate Microsoft Office skills and confidence to quickly learn additional IT systems
- Excellent verbal communication and empathy (through targeted conversations)
- Initiative and strong attention to detail
- Ability to manage a high volume of work and meet KPIs
- Confident in decision making, critical thinking and problem solving

Apply

To be considered for this position, please apply directly through Seek, with your CV and cover letter in MS Word format.

At Empire Group, we value diversity and are committed to equitable recruitment. We encourage Aboriginal and Torres Strait Islander peoples, people from culturally diverse backgrounds, people with disability, and other underrepresented groups to apply. Our focus is on creating fair, accessible, and culturally safe recruitment processes that genuinely reflect and respect the communities we serve.

Please note, only shortlisted candidates will be contacted.

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