Aps Level 4 Employment Service Officers

APS Level 4
- Brisbane, QLD; Adelaide, SA; Perth, WA; Canberra ACT
- $75,996 - $81,274

**About the Department of Employment and Workplace Relations**
If you want to be part of a team supporting individuals and our nation to prosperRead on.

Amid fast-paced, social, economic, and global changes, we focus on equipping Australians who are starting, advancing, or changing their career with the relevant skills, knowledge, and experience to gain or regain employment to achieve their aspirations in life.

**About the Contact Centres Branch Team**

**The Role**
The Contact Centres Branch of the Workforce Australia for Individuals Division is seeking dynamic and motivated people to provide exceptional support to our employment services participants, employers, students, and members of the public. Our team works together to achieve the strategic direction of the department and of the Australian Public Service by driving innovation, cultivating a culture of service delivery excellence, demonstrating personal drive and integrity. We are committed to delivering outstanding service and are looking for individuals who share our passion for excellence.

Every interaction matters
- Our staff are committed to understanding the needs of our callers and achieving quality outcomes. Successful applicants will possess excellent communication skills and are adept at managing a range of inbound and outbound channels with the utmost professionalism.

**Duties and Responsibilities**
As an **APS4 Employment Service Officer,** your duties will involve:

- Providing a first point of contact for participants including provision of guidance, support and advice tailored to individual needs.
- Reviewing, managing, and resolving complex cases with assistance from staff of higher classification levels where needed.
- Conducting thorough investigations and using effective management strategies to address the concerns of complainants.
- Identifying learning opportunities and providing mentoring to staff of lower classification levels where required.
- Employing a flexible approach to day-to-day work changes and shifting priorities.
- Maintaining accurate records within the Customer Relationship Management System (CRM)
- Researching, analysing, and making informed decisions based on the resources and guidelines provided.
- Navigating across multiple IT systems in real-time.
- Demonstrating excellent workplace behaviours including working within a team and promoting positive team culture.

**APS4 Contact Centre Business Support Officer.** The Contact Centres Branch encompasses a broad range of specialist, technical and enabling functions. These functions play a critical role in supporting our frontline staff in the Contact Centre.
- Recruitment/HR
- Learning and Development
- Finance and Procurement
- General Administration and Data Entry

**How to Apply**
Applicants are required to provide up to a one-page summary (no more than 500 words) that outlines skills, knowledge, and experience and why you should be considered for this vacancy. You should take into consideration the position overview (including any detailed position specific requirements) when drafting your response. Where possible include specific relevant examples of your work.

The APS work level standards accommodate the diversity of roles across the APS and are structured to clearly differentiate between the work expected (i.e. responsibilities and duties) at each classification level.

In the eRecruit (the department’s online recruitment system) you will also need to:

- upload a Curriculum Vitae
- provide contact details for 2 Referees.

**Eligibility**

**Citizenship** - to be eligible for employment with the Department, you must be an Australian Citizen or, in limited circumstances, in the process of obtaining it.

**Please refer to the Job Information Pack for more information about the role.**

Job Information Pack Opens in new window