About the Company
Services Australia is a key Australian Government agency responsible for delivering a range of social and health services and payments. We are committed to providing high-quality, accessible, and responsive services to the Australian community. Join our dedicated team and contribute to making a tangible difference in people’s lives through support, information, and service delivery.
Job Description
We are seeking a dedicated and empathetic APS3 Customer Service Officer to join our team in Wollongong. This ongoing role involves working directly with the public, providing information, assistance, and support across a variety of government services and payments. You will be responsible for resolving customer inquiries, processing applications, and ensuring a positive and efficient service experience for all Australians. This is an excellent opportunity to start or further your career in the Australian Public Service, offering comprehensive training and pathways for professional growth.
Key Responsibilities
- Provide accurate, timely, and empathetic customer service via phone, face-to-face, or written correspondence.
- Assess and process applications for various government payments and services in accordance with established guidelines.
- Resolve customer inquiries and complaints efficiently, escalating complex issues when necessary.
- Maintain detailed and accurate records of customer interactions and transactions.
- Educate customers on available services, eligibility criteria, and application processes.
- Contribute to a positive team environment and uphold the APS Values and Code of Conduct.
- Participate in ongoing training and development to enhance skills and knowledge.
Required Skills
- Excellent communication skills, both verbal and written, with a clear and empathetic approach.
- Strong interpersonal skills with the ability to build rapport with diverse clients.
- Demonstrated ability to follow procedures and apply policy guidelines accurately.
- Proficiency in basic computer skills and the ability to learn new systems quickly.
- Ability to work effectively in a team-oriented environment and adapt to changing priorities.
- Resilience and a calm demeanor when dealing with challenging customer interactions.
Preferred Qualifications
- Previous experience in a customer service role, particularly within a government or complex regulatory environment.
- Familiarity with Services Australia's programs, payments, or services.
- A Certificate III or IV in Customer Engagement or a related field.
Perks & Benefits
- Competitive salary and superannuation contributions.
- Comprehensive induction and ongoing professional development opportunities.
- Supportive and inclusive work environment.
- Flexible working arrangements (subject to operational requirements).
- Generous leave entitlements.
- Access to Employee Assistance Program (EAP).
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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