This is a unique opportunity to join a team that delivers meaningful outcomes for Australians through the administration of an important national program. If you have strong customer service, case management, administration or government experience and are looking for a role where your work can make a genuine difference, we'd love to hear from you.
About the Role As an APS5 Case Officer, you will support the end-to-end management of applications, working directly with applicants and stakeholders to progress outcomes. You will assess information, manage case-related tasks, maintain accurate records and provide a high level of customer service in a sensitive and complex environment.
This role requires excellent communication skills, attention to detail, sound judgement and the ability to handle emotionally challenging conversations with professionalism and empathy.
Key Responsibilities
- Manage aspects of the application assessment process from receipt through to outcome.
- Make and receive calls from applicants and nominees to progress applications.
- Gather and record sensitive information accurately and professionally.
- Prepare, review and quality assure correspondence and notices.
- Research and analyse information to support recommendations and decision-making.
- Maintain accurate records across internal systems.
- Manage competing priorities and meet performance expectations.
- Escalate risks, issues and complex matters as required.
- Build productive relationships with internal and external stakeholders.
- Apply relevant legislation, policies and operational procedures.
- Strong written and verbal communication skills.
- Excellent attention to detail and organisational skills.
- Experience in customer service, administration, case management or government environments.
- The ability to make sound decisions using evidence and judgement.
- Resilience and emotional maturity when working with sensitive information.
- A demonstrated ability to manage competing priorities and work effectively within a team.
- Strong interpersonal skills and a genuine commitment to delivering quality service.
- The ability to adapt to changing priorities and business needs.
- Experience working within a government, regulatory or service delivery environment.
- Experience engaging with Aboriginal and Torres Strait Islander peoples, communities and service providers.
- Understanding of cultural competency and contemporary issues affecting Aboriginal and Torres Strait Islander peoples.
- Be an Australian Citizen.
- Be able to obtain and maintain any required security clearances.
- Declare any actual, perceived or potential conflicts of interest throughout the recruitment and employment process.
At Chandler Macleod, we are committed to fostering a diverse workforce where everyone is welcome. We encourage applications from Aboriginal and Torres Strait Islander peoples, women, neurodiverse, people living with a disability and the LGBTIQA+ community.
You can read more about our commitment to diversity and inclusion at https://www.chandlermacleod.com/diversity-and-inclusion.
