Aps3 Service Support Officer

2 days ago

Brisbane Central Business District, Australia HAYS Full time

Federal Government | 12-month contract | Attractive hourly rate | Brisbane CBD| Full time
**Your new company**
Working within this Federal Government Department you will provide operational and administrative support to the regional service delivery teams which may include a mix of front reception, administration, procedural, information technology and other service delivery activities. The key role for a Service Support Officer is to provide the front line of customer service for clients who may be facing significant or complex challenges.

**Your new role**
- Provide customer service support at initial point of contact, streaming customers to the appropriate service channel, completing simple first contact resolution enquiries
- Identifying and prioritising customers who are potentially vulnerable, in distress or who have accessibility issues, and escalating potential issues
- Process referrals, reschedules and cancellations
- Liaison with internal and external stakeholders in relation to the services provided
- Relevant and quality record keeping and documentation regarding client information.
- Ensuring compliance and clinical practice policy, including the mandated use of specific clinical forms/templates.
- Exercise appropriate delegations in accordance with legislation and guidelines.

**What you'll need to succeed**
- Effective communication skills
- Ability to make sound decisions using appropriate judgement
- Analyse and evaluate customer needs, requesting support as appropriate
- Collaborate with other staff in immediate work area, across a virtual team and with other areas of the department
- Support and train others, undertake ongoing training
- Demonstrate relevant computer literacy skills
- Commitment to holistic customer service
- In the context of a clinical team composed of allied health professionals, identify, respond to and escalate customer aggression and/or customer interaction
- Be available to work in a rostered environment, hours between 7am-7pm and adhere to work schedules
- Working with Children (WWCC) and/or Vulnerable People Checks/Clearance must be obtained prior to commencing in the position
- Australian Citizen

**What you'll get in return**
- Initial 12-month contract + possible extension.
- Federal government experience
- $43 p/h + Super
- Work from home/office hybrid including option for 9 day fortnight

**What you need to do now**

If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.

**LHS 297508** #2749391

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