Job description
An Australian Government department is seeking motivated and customer-focused Employment Service Officers (APS4 equivalent) to join a high-volume contact centre environment supporting individuals, employers and the broader community.
These roles suit candidates who are passionate about public service, thrive in fast-paced settings and are committed to delivering high-quality, people-centred outcomes across multiple service channels.
This is a initial FT hours 3 month contract commencing 24th March - 30th June 2026 with a possibility of extension
Employment Service Officers provide a first point of contact for service users, delivering tailored guidance, support and advice. You will manage a range of enquiries and cases, apply judgement to assess individual needs, and refer matters to appropriate services where required. The roles involve working across phone, digital and written channels, maintaining accurate records, and navigating multiple IT systems simultaneously.
Duties may include:
Successful candidates will demonstrate:
Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.
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.
By clicking 'apply', you give consent that DFP may use your personal information to process your job application and to contact you for future employment opportunities. For further information on how DFP process your personal information please review the DFP Information Collection and Privacy Policy via https://www.dfp.com.au/about-us-1/policies. Do not submit any sensitive personal information in your resume.
These roles suit candidates who are passionate about public service, thrive in fast-paced settings and are committed to delivering high-quality, people-centred outcomes across multiple service channels.
This is a initial FT hours 3 month contract commencing 24th March - 30th June 2026 with a possibility of extension
Employment Service Officers provide a first point of contact for service users, delivering tailored guidance, support and advice. You will manage a range of enquiries and cases, apply judgement to assess individual needs, and refer matters to appropriate services where required. The roles involve working across phone, digital and written channels, maintaining accurate records, and navigating multiple IT systems simultaneously.
Duties may include:
- Managing and resolving enquiries and cases, including more complex matters with support as required
- Conducting assessments and applying appropriate management strategies
- Supporting requests related to Freedom of Information and the Ombudsman
- Processing and managing Digital Employment Fund (DEF) requests in line with established guidelines
- Recording accurate information in customer relationship management systems
- Researching and analysing information to support sound decision-making
- Demonstrating strong teamwork, professionalism and positive workplace behaviours
Successful candidates will demonstrate:
- A strong commitment to delivering excellent customer service
- Clear and adaptable communication skills
- The ability to work autonomously while contributing positively to a team
- Sound judgement when navigating complex information and guidelines
- Flexibility to manage changing priorities in a digital service environment
- Behaviour consistent with the APS Values and Code of Conduct
- Be an Australian citizen
- Consent to a Nationally Coordinated Criminal History Check
- Be willing to obtain and hold a Baseline Security Clearance
Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.
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.
By clicking 'apply', you give consent that DFP may use your personal information to process your job application and to contact you for future employment opportunities. For further information on how DFP process your personal information please review the DFP Information Collection and Privacy Policy via https://www.dfp.com.au/about-us-1/policies. Do not submit any sensitive personal information in your resume.
