APS4 Customer Contact Officer

Posted 07 July 2022
Salary$41 per hour
LocationMelbourne CBD
Job type Contract
DisciplineGovernment Federal, Customer Service/Call Centre

Job description

The Customer Contact Team (CCT) is one of the first points of contact for consumers, providers, and other members of the public to engage with this organisation. The CCT responds to contacts via phone, email, web, and post.

Customer Contact Officers are responsible for providing an accessible, efficient, consistent and user orientated experience in accordance with guidelines and procedures. The Team also plays an important role in identifying risks and opportunities to improve the customer experience and efficiency.

Reporting to the Customer Contact Manager, your main responsibilities will include:
  • Responding to contacts via phone, email and web forms during business hours based on a team roster
  • Providing timely resolution of contacts using standardised information from business areas
  • Collecting sufficient information to document, triage, and refer more complex contacts to the right officer/team
  • Ensuring accurate and timely recording of contacts using record and business systems, including Resolve, MS Teams, SharePoint, Outlook, and Excel
  • Providing information to educate customers on the role of the organisation or where appropriate, refer customer to other organisation better placed to respond to their contact
  • Developing positive and collaborative working relationships with team members and liaise with both internal and external stakeholders
  • Obtaining and maintaining a basic and up to date understanding of an aged care provider’s responsibilities and seek supervisor support and guidance when needed
  • Contributing to the priorities of a team and effectively manage individual workloads
  • Attending, and participating in, team meetings or training when required.
To be successful in this role you will need to demonstrate the following:
  • Experience working in a contact centre or fast-paced environment eg: hospitality
  • Capacity to work in a busy environment with demonstrated skills in time management, multi-tasking, attention to detail, working with competing priorities and the ability to manage workloads
  • Strong and clear written and verbal communication skills
  • The ability to maintain a positive, empathetic, and professional attitude
  • Demonstrated problem-solving skills, including the ability to identify risk and work within guidelines
  • Demonstrated ability to work effectively and collaboratively as part of a team to achieve positive outcomes and a positive workplace culture
  • Sound computer skills, with the ability to learn internal programs and work with multiple applications
  • The ability to adhere to Commonwealth documentation guidelines and internal procedures
These positions are Melbourne CBD based, with an initial term of 3 months and multiple 6 month extension options, paying $41 per hour + super. The roles require availability between 9am - 5pm Monday to Friday and are offering 37.5 hours per week.

As these roles are within Federal Government, applicants must hold Australian Citizenship. 

To express interest, please apply now by clicking the available link. Interviews will commence immediately. 


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.