About the job Service delivery – work that rewards “Every customer’s experience is different. You’ll go above and beyond because you care.” Customer service means a lot to our agency. When you work with us, you’ll support the Australian community when they need government services. You’ll help make it simple to access these services so people can get on with their lives. Our service delivery staff respond to a broad range of complex customer circumstances in a fast-paced and dynamic environment. In these roles, you may connect with customers in person, on the phone and through online services to deliver Centrelink and Medicare services. Our workforce operates using an agile approach, and staff can be redeployed to critical frontline functions as required. If you’re required to redeploy, all learning, development, technical and pastoral support will be provided to you to enable you to undertake that work. You can find out what it’s like to be a Service Officer by watching this video or by visiting the Services Australia website. About the role We’re looking to fill a range of entry level service delivery roles at the APS3 level. Service delivery roles are rewarding and challenging. Every day is different and every customer you encounter will be different. You need to be empathetic, resilient, flexible and be willing to move between different customer service channels and tasks as workload demands change. To be successful in these roles, you’ll bring a desire to deliver exceptional customer service by: • interacting with a diverse range of individuals, including people in vulnerable circumstances, with professionalism, empathy and a willingness to help • delivering a range of customer service functions including call centre or processing work, face to face services (most roles are a blend of processing work and telephony support) • building an awareness of our digital services and helping customers use them to conduct their business with us. You’ll work under the support and general direction of senior staff to make decisions within defined legislative, policy and procedural parameters. These entry level positions involve working in a rostered and/or scheduled environment and may involve shiftwork. Dependent on operational requirements you may: • preference rostered days of work between 7am and 7pm Monday – Friday • work a set roster and undertake scheduled activities.
Business Details
- Business Name
- Services Australia
- Business Location
- Batemans Bay NSW
Job Details
- Salary
- $70k-$80k
- Job Hours
- 07:50am to 5:20pm
Skills Required
Key duties • Provide customer service support at the initial point of contact, including identifying and prioritising customers who may be vulnerable, in distress or have accessibility needs, and escalating issues where appropriate. • Resolve routine customer enquiries and support first contact resolution, including directing customers to the appropriate service channels and escalating matters to the leadership team where required. • Assess customer needs and support the delivery of payments and services, including facilitating payments to customers and payments made by customers. • Encourage, promote and support customers to use self-managed and digital services. • Provide accurate information and advice to customers on legislation, policy, procedures, payments and services administered by the agency. • Undertake quality assurance and assessment activities to support the accurate delivery of payments and services. • Provide on-the-job support to colleagues and work collaboratively within a team environment. • Review and check information across agency data sources to support correct payment outcomes. Key capabilities • Communicate effectively with a diverse range of customers and build working relationships. • Deliver a simple, helpful, respectful and transparent experience for customers while upholding the APS values and code of conduct. • Demonstrate empathy and provide appropriate support to customers, including those in vulnerable or challenging circumstances. • Interpret and apply legislation, policies and procedures. • Research information, solve problems and make sound decisions using appropriate judgement. • Work in and adapt to a changing and dynamic environment while working collaboratively with others. • Respond to challenging situations with resilience, empathy and professionalism. • Effectively use digital systems and quickly learn new software platforms.
Contact Details
DFP Recruitment servicesaustralia.aps3@dfp.com.au 1300 760 000