APS3 Client Contact Officer

Posted 01 June 2022
Salary$39 per hour
LocationLaunceston
Job type Temporary
DisciplineAdministration, Data Entry/WPO
ReferenceJO-2205-481813

Job description

The Opportunity:

This Federal Government department based in Launceston is a provider of high-quality mental health assessment and clinical counselling services for Australian veterans and their families through the Veteran’s Access Network.

The key role for a Client Contact Officer is to provide customer service for clients who may be facing significant or complex challenges.  This customer service will be provided by limited face-to-face interaction and via telephone.

This is an opportunity until June 2023 working across 5 days (Monday – Friday), 37.5 hours per week.

Responsibilities:
  • Provide client service support at initial point of contact via face-to-face and telephone interactions.
  • Identify and prioritise clients who are potentially vulnerable, in distress or who have accessibility issues and escalating potential issues as required.
  • Assisting clients in claiming and processing tasks via internal database.
  • Recording telephone enquiries within contact database, forwarding where appropriate correspondence is required.
  • Liaising with other departmental working groups, government agencies and external organisations where required.
  • Providing administrative and clerical support within the Team and assisting in the preparation of relevant resource materials.
  • Positive participation in process improvement, team planning and own performance management activities.
  • Entering data accurately and efficiently whilst running multiple applications simultaneously
  • Managing time, resources, and accuracy of work processing to effectively meet agreed targets and performance standards.
About you:

You will present with a high level of personal resilience and the ability to deal with emotional and challenging customer circumstances and high workload demands.

To be successful in this role you will ideally have proven experience within a customer service environment, ideally within a government setting.

In addition, you will demonstrate the following skills and experience:
  • Advanced MS Office Suite
  • Office Support/Administration (minimum of 2 years)
  • Strong Customer Service experience
  • Strong communication skills, both verbal and written
  • Excellent interpersonal skills
  • Strong organisational skills
  • A high attention to detail
Applicants are required to be Australian Citizens at time of application to be considered.
 
If you're interested in applying but have a few more questions, please don't hesitate to contact DFP Recruitment on 03 8632 9900, otherwise hit APPLY NOW!

DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.

Note: You may be required to provide evidence of your COVID-19 vaccination status.