Client Contact Officer

Description:

Full Job Description

We are looking to fill a number of vacancies for APS3 equivalent Client Service Officer contractors at a Federal Government Department.

• The positions are office based and located at Broadbeach QLD
• This is a contract role with commencement in March 2023 through to 30 June 2023, with a high chance of extension beyond that date. Commencement date is dependant on security clearance.
• Easy to fill weekly time sheets

ESSENTIALS:

• You MUST be an Australian Citizen to be eligible
• Call centre experience
• IT agility and ability
• Reliability
• Ability to handle difficult conversations.
• Shows initiative and problem-solving skills
• Shows initiative and problem-solving skills - Computer Literacy and Internet Knowledge Test - Ten Key Test (data entry accuracy)

Client Contact Officers assist members of the community by answering enquiries via the telephone, face to face and electronic access channels. Officers make referrals if needed and undertake processing and system entry activities related to client needs

Information is provided in relation to a wide range of enquiries regarding eligibility for services, claims processes and how clients can access ongoing payments, health care and other eligible services.

To be successful in this rewarding role, Client Contact Officers need high levels of personal resilience to address sometimes emotional and challenging client circumstances and high workload demands.

Job Description

Answer incoming calls and respond to counter enquires from members of the community.

DUTIES: In accordance with the principles of workplace diversity, Work Health and Safety, participative work practices, APS values and APS Employment Principles

• Delivering a professional telephone enquiry service and provision of information on the range of benefits and services provided.
• Guiding and assisting members of the community to appropriate information resources, including the website and registration for online services.
• Referring complex enquires to specialist sections in line with procedures and escalation protocols
• Recording all telephone enquiries on a client contact database, and forwarding appropriate written correspondence where required
• Providing administrative support and assisting in the preparation of relevant resource materials as required
• Positive participation in process improvement, team planning and own professional performance development

Work Environment

Staff participate in a rostered environment to respond to customer enquiries during core operational hours, working 7.5 hour shifts primarily between 8.00am-5.00pm.

This is a dynamic and fast paced environment to work in, currently undertaking a major transformation to improve services for our clients. This role provides an excellent opportunity to join and contribute within the team to assist the community.

Key skills/knowledge to undertake the role:

• Experience handling high volume inbound calls and enquires
• Strong community centric client focus
• An ability to communicate effectively, display personal resilience, problem solve and think innovatively
• Demonstrated ability to prioritise and adhere to schedules
• Ability to adapt to change and support strategic direction
• Flexibility to adapt to a changing environment
• Sound computer literacy/technology skills
• Ability to manage and organise work in the context of competing priorities.
• Attention to detail, especially when conducting proof of identity.
• Well-developed written skills and the ability to write in a clear and concise manner.
• Well-developed verbal communication skills and the ability to de-escalate contentious calls.