Job Details
  • Reference361121C_1595925171
  • LocationCanberra, Australian Capital Territory
  • Job TypeContract
  • Posted11 days ago
  • ConsultantAshish Bhetwal

As one of the Australia's largest providers of human resources solutions, Chandler Macleod has a proven track record of unleashing potential in people and companies. For over 40 years Chandler Macleod's recruitment business has connected leading-edge projects and employers with outstanding business professionals.

We are seeking expression of interest for the APS3 Customer Service Delivery Officer.

Position Overview

Chandler Macleod are proud to be partnering with the Australian Federal Government for an upcoming, long term, casual recruitment project. As such, we are currently looking for experienced customer service professionals to join our growing team in roles that are due to commence in August 2020.

Customer Support Officers assist in the assessment and review of customer data from a range of sources, ensuring that evidence is accurate, and records are updated accordingly. They play a key role in explaining outcomes to customers as a result of assessments. They maintain up-to-date knowledge of legislation and policies relevant to the work area.

Customer Support Officers work under the support and general direction of senior staff. They exercise a degree of independent judgement and make decisions within defined parameters that require some reliance on skills and knowledge. They undertake their work to achieve results in line with agreed goals and business plans.

Duties & Responsibilities:

  • Provide information to customers in a telephony or online environment using established policies and procedures as a guide, and escalate to an appropriate staff member where appropriate
  • Work to agreed priorities, outcomes and time constraints
  • Understand the functions, activities, structure and operations of the work area
  • Assist customers to access, navigate or interpret the Agency's payments and services
  • Update customer records from information acquired from customers, ensuring a high level of quality and accuracy in information being provided
  • Under general direction, assist in collecting and assessing basic customer data
  • Assist in assessing accuracy and completeness of customer data
  • Assist customers to access, navigate or respond to the requirements of the Agency's payments and services through the Agency's self-managed and digital services
  • Tailor communication style and language according to the needs of customers

KEY SKILLS/PERSONAL ATTRIBUTES

  • Ability to understand and apply legislation, rules and procedures
  • Good level of English language, written and strong verbal communication
  • Work effectively as part of a team environment to achieve own, team and programme objectives
  • Display personal resilience and an ability to deal with challenging situations
  • Ability to explain complex information and effectively manage challenging conversations
  • Demonstrate general financial literacy skills
  • Basic analytical skills with ability to interpret and analyse data
  • Demonstrate sound organisation and coordination skills and apply attention to detail
  • Display intermediate computer literacy skills and able to follow a process/script
  • Ability to undertake and complete specified training
  • Manage time and organise own workload against performance expectations

You must be an Australian citizen and willing to undergo an entry level background check. You will be expected to work full-time hours, Monday to Friday and will be rewarded with an hourly rate of $31.31 plus super.

This is a fantastic opportunity to gain experience within the government space and strong performance in the role is sure to be recognised and rewarded. We are commencing our recruitment process immediately and would encourage you to apply today.

Chandler Macleod is an equal opportunity employer as part of our commitment to creating a diverse and inclusive workplace, Aboriginal and Torres Strait Islander people, disability and culturally and linguistics candidates are also encouraged to apply.

Due to the amount of applications please do not call the office, we will contact you should you be shortlisted.

PREVIOUS APPLICANTS WILL NOT NEED TO APPLY