APS4 Customer Contact Officer

5 days ago

Brisbane, Queensland, Australia Hudson Full time $60,000 - $90,000 per year

We are looking for Customer Contact Officer to work with our client in the Federal Government space

  • APS4 Level
  • Location: Melbourne Or Brisbane

Key Accountabilities:

  • Communicate with internal and external stakeholders and provide advice on a range of matters including moderately complex enquiries and out of scope enquiries
  • Provide accurate and timely support and guidance to consumers via phone, email, online and post
  • Collect, collate and consider information about complaints in preparation for allocation
  • Assess and escalate risks regarding more complex enquiries, and complaints to senior officers
  • Applying knowledge of procedures, legislation and delegation to resolve enquiries and escalate matters in a timely manner while meeting agreed SLA
  • Identify and priorities consumer who may be experiencing vulnerable circumstances, in distress or who have accessibility needs, and escalating potential issues to the leadership team
  • Maintain accurate records of interactions in the case management system

Ideal candidate will have:

  • Demonstrated customer service experience providing advice and responses to customer enquiries
  • Ability to research, analyse and apply judgement of procedures and legislation to appropriately escalate as required
  • Developed interpersonal and written communication skills to actively listen, be resilient, tailor communication to various audiences, and confidently discuss customer concerns and expectations
  • Experience having difficult conversations or challenging customer enquiries
  • Good attention to detail
  • Demonstrated internal and external stakeholder management skills
  • Ability to work collaboratively with the team to share knowledge and contribute to continuous improvements to enhance service delivery and customer satisfaction
  • Effective time management skills to manage high-volume customer enquiries in accordance with the agreed service level agreement.

These positions are open only to Aboriginal and Torres Strait Islander applicants under Affirmative Measures – Indigenous

If you're interested in this unique opportunity to help shape better healthcare outcomes for First Nations peoples at a national level, working in a supportive environment where your expertise and lived experience will be valued, we'd love to hear from you 

Diversity, Equity & Inclusion at Hudson

Hudson is committed to helping you find a workplace where you feel respected, supported, and free to thrive. We welcome applications from all backgrounds, identities, and lived experiences—because when different voices come together, amazing things happen. Casual Loading *Please note for all Australian* based contract and temporary roles only, the pay rate is inclusive of mandatory 25% casual loading. This excludes permanent and fixed term roles.

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