About the Company
Services Australia is an agency of the Australian Government, delivering essential services such as Centrelink, Medicare, and Child Support. We are committed to supporting Australians by providing accessible and high-quality services. Our mission is to make government services simple so people can get on with their lives. We value integrity, respect, and professionalism in all our interactions and offer a supportive work environment where employees can grow and make a real difference in the community.
Job Description
Join Services Australia as an APS3 Customer Service Officer and play a vital role in assisting Australians with their government services needs. This ongoing full-time position is based in our Newcastle office. You will be the first point of contact for clients, providing information, processing claims, and resolving inquiries across a range of complex services including Centrelink, Medicare, and Child Support. We are looking for empathetic and resilient individuals with excellent communication skills and a commitment to public service. Full training will be provided to ensure you have the knowledge and tools to succeed in this rewarding role.
Key Responsibilities
- Respond to customer inquiries via phone, email, and in-person, providing accurate and timely information.
- Process applications, claims, and updates in accordance with relevant legislation and guidelines.
- Assist clients with navigating online services and understanding their entitlements.
- Identify and resolve customer issues efficiently, escalating complex matters where necessary.
- Maintain accurate records of customer interactions and service delivery.
- Adhere to privacy, confidentiality, and data security policies.
- Contribute to a positive team environment and continuous improvement initiatives.
Required Skills
- Demonstrated experience in a customer service environment.
- Excellent verbal and written communication skills.
- Strong problem-solving abilities and attention to detail.
- Ability to work effectively in a fast-paced and high-volume environment.
- Proficiency in using computer systems and databases.
- Australian Citizenship is required for this Federal Government position.
Preferred Qualifications
- Experience with government services or complex administrative processes.
- Knowledge of Centrelink, Medicare, or Child Support programs.
- Certificate III or IV in Customer Engagement or a related field.
Perks & Benefits
- Competitive salary and superannuation contributions.
- Generous leave entitlements, including personal, annual, and long service leave.
- Comprehensive training and professional development opportunities.
- Supportive team environment and a culture of continuous learning.
- Access to Employee Assistance Programs (EAP).
- Opportunity to make a tangible difference in the lives of Australians.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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