APS4 Client Contact Officer

Posted 24 June 2022
Salary$44 per hour
Job type Temporary
DisciplineCall Centre Operator, Customer Service

Job description

APS4 Client Contact Officers

We are currently seeking multiple experienced Client Contact Officers to join a Federal Government Department based in Hobart. The ideal candidate/s will have demonstrated customer service experience, ideally within a contact centre or similar environment.
The role:
Working within an outbound call team, you will be aiming to improve individual’s experiences and outcomes within the claims process, providing proactive check-ins to clients with claims awaiting allocation. The team’s core function is to manage expectations on the claim outcome wait times, ensuring claimants are educated on their entitlements.
Role responsibilities will include but not be limited to:
  • Contact clients with unallocated claims and manage expectations of claim outcome wait times.
  • Support claim prioritisation
  • Support clients to connect with the Department’s online services
  • Answer client questions, update changes of circumstances and referred to other business areas when required
  • Take escalated calls related to claim processing
  • Identify at-risk claims and make referrals to support services
In addition, successful candidates will demonstrate the following:
  • Strong client centric focus
  • An ability to communicate effectively, display personal resilience, problem solve and think innovatively
  • 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
To Apply

As this role is within the Federal Government, applications are required to hold Australian Citizenship in order to be considered.
If you are interested in this role, please APPLY NOW or call DFP Recruitment on 8632 9900 for more information.

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.