APS5 Contact Officer

7 days ago

Canberra, ACT, Australia DFP Recruitment Full time
About the Role

We are seeking highly skilled and empathetic APS5 Contact Officers to join our team at DFP Recruitment. As a key member of our Service Delivery Branch, you will play a critical role in providing exceptional customer service and support to applicants and their nominees.

Key Responsibilities
  • Provide inbound and outbound telephony support to applicants, their nominees, and other callers to the relevant NRS 1800 number.
  • Apply the National Redress Scheme for Institutional Child Sexual Abuse Act 2018 and relevant policies, procedures, and guidelines to all interactions.
  • Under limited direction, be accountable for organizing workflow and escalating risks and issues when needed.
  • Develop and maintain relationships with internal and external stakeholders to progress outcomes for applicants.
  • Resolve routine and non-routine enquiries, where necessary collaborating with other teams within the Scheme to resolve complaints or systemic issues.
  • Assist callers to navigate and access a range of Redress Support Services.
  • Contribute new ideas, including the identification of efficiency improvements for service delivery.
Requirements
  • Communicates confidently and presents verbal and written messages in a clear, concise, and articulate manner.
  • Understands trauma-informed principles and their importance in providing a high level of service.
  • Applies legislation, policies, procedures, and information management requirements.
  • Demonstrates high-level accuracy and attention to detail in the processing and recording of information.
  • Has the ability to self-manage in a complex, changing environment with a high workload.
  • Demonstrates critical thinking and problem-solving with a solution-focused approach.
What We Offer

As a valued member of our team, you will have the opportunity to work in a dynamic and supportive environment, with a focus on delivering exceptional customer service and support. We welcome applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds, and people with disability. We are committed to providing reasonable adjustments for individuals with disability throughout the recruitment process.

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