Aps3 Service Support Officer
2 weeks ago
Chandler Macleod are currently recruiting a Service Support Officer for our Federal Government Client. This role is to provide operational and administrative support which may include a mix of front reception, telephone, administration, procedural, information technology and other service delivery activities. Front-line customer service role with clients who may be facing significant or complex challenges.
Benefits and Culture:
Enjoy a 12-month initial contract with a opportunity of extension
Competitive rate plus superannuation
A supportive, inclusive, and respectful professional environment
Rewarding client and professional relationships
Genuine opportunity to make a difference
About the role:
Provide customer service as an initial point of contact
Process referrals, reschedules and cancellations
Be available to work in a rostered environment and adhere to work schedules.
Ensuring escalated cases are identified and promptly transferred to an Intake Clinician.
Liaison with internal and external stakeholders in relation to the service provided by the Client Assist Contact Centre.
Relevant and quality record keeping and documentation regarding client information.
Ensuring compliance with Open Arms Client Assist Contact Centre and clinical practice policy, including the mandated use of specific clinical forms/templates.
Support the ongoing range of quality improvement approaches within the Client Assist Contact Centre, including identifying opportunities for business and process improvement, offer solutions and support change.
Exercise appropriate delegations in accordance with legislation and guidelines.
Mandatory skills and experience:
Excellent written and spoken communication skills
Proven expertise in analysing and evaluating client needs, and tailoring services accordingly
Ability to manage workload with competing priorities
Ability to make meaningful connections with the community, government and other services
High level of relevant computer literacy
Ability to identify, respond, and escalate sometimes challenging customer interactions
Proven experience dealing with clients in a respectful, discreet and professional manner
Applicants must hold an Australian citizenship
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