Aps Level 2

**Job Reference Number **23-FMDIV-16278

**Classification **APS Level 2

**Job Title **Customer Service Officer

**Division **Financial Management Division

**Branch **Corporate and Financial Services Branch

**Section **Contact Centre Section

**Location **Woden, ACT

**Status **Ongoing & Non-ongoing

**Employment type **Full-time

**Salary Range **$56,295 - $61,432

**Contact Officer Name**:Vasko Petrovski
**Phone**:02 6289 6852

**Eligibility**
- To be eligible for employment with the Department of Health and Aged Care

applicants must be an Australian citizen at the time an offer of employment is made
- An applicant’s suitability for employment with Health will also be assessed through a

variety of pre-employment check processes, such as:

- Satisfactory completion of an Australian Federal Police criminal history check,

and where relevant a Working with Children and Vulnerable People Check.
- Completion of a medical declaration and pre-employment medical (where

required).
- Providing evidence of qualifications.

**Division Responsibilities**

Financial Management Division provides support to the Department of Health through a

range of financial and budget management services and advice, property and asset

management, payroll, and other corporate services, including shared services for the Health

Portfolio.

**Branch Responsibilities**

The Corporate and Financial Support Branch provides a range of essential corporate services

including financial services, payroll, and the department's contact centre, that enables the

effective operation of the department and portfolio. The branch also leads engagement on

the whole-of-Government Shared Services agenda and manages our corporate service

delivery to Portfolio Agencies.

**Section Responsibilities**

The Contact Centre section partners with program, policy, and corporate business areas to

answer community, health provider and employee enquiries about Health policy, programs,

and services through the Health Contact Centre. Every year more than 300,000 members of

to the community. The Contact Centre also provides transaction processing services. The

broader section undertakes projects to improve the delivery of customer contact services

across Health.***

**Key Responsibilities**
- liaise with supervisors, colleagues, and stakeholders to resolve enquiries
- provide outstanding customer service and contribute to service improvement

activities
- navigate multiple systems to provide accurate record keeping
- provide on the job training to support new staff
- accurately process transactions in Departmental systems.***

**Key Capabilities**
- The ability to establish and maintain positive relationships with stakeholders,

colleagues and supervisors through strong verbal and written communication skills
- an ability to quickly learn and navigate new systems and information
- an ability to work autonomously and collaboratively within a team to achieve

positive, timely and accurate results
- an ability to understand, perform and contribute to service and process

improvements
- be positive, adaptable, and flexible in a changing environment.

**Minimum Requirements**

RecruitAbility is a scheme which aims to attract and develop applicants with disability and

also facilitate cultural changes in selection panels and agency recruitment. All vacancies for

the Department of Health and Aged Care are advertised under the RecruitAbility Scheme.

Job applicants with disability who:

- opt into the scheme
- declare they have disability, and
- meet the minimum requirements of a vacancy advertised under the scheme

are advanced to a further stage in the selection process.
More information on RecruitAbility can be found here: RecruitAbility scheme: A guide for
applicants

Minimum requirements for this role include:

- The ability to establish and maintain positive relationships with stakeholders,

colleagues and supervisors through strong verbal and written communication skills
- an ability to quickly learn and navigate new systems and information
- an ability to work autonomously and collaboratively within a team to achieve

positive, timely and accurate results
- an ability to understand, perform and contribute to service and process

improvements
- be positive, adaptable, and flexible in a changing environment.

**Desirable Experience**
- experience in providing outstanding customer service
- basic IT knowledge or experience
- experience in financial processing or financial services activities, but not required.

the real potential to develop, the required skills, knowledge, experience and qualifications

to perform the role. These requirements are based on the information provided to you as

part of the job advertisement, in line with the APS Work Level Standards.

Applicants are required to provide a statement of claims framed around the key duties and

key capabilities. **Your statement of claims should be no more than one page in total with a**

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