APS4 Senior Customer Service Officers

Posted 05 May 2022
Salary$41 per annum
Job type Contract
DisciplineCall Centre Operator, Customer Service

Job description

We are seeking a number of experienced Senior Customer Service Officers to join this Federal Government team based in Canberra. These are 12 month assignments initially, with view to continuous extension, offering $41 per hour, Monday to Friday between 9.00am - 6.00pm. 

The Role:

The Senior Customer Service Officer (SCSO) works as part of a virtual team with centralised line management. The Senior Customer Service Officer interacts with members of the public in the context of sensitive or complex issues and provides an escalation point for Customer Service Officers and will undertake negotiation and conflict resolution for complex enquiries.

As a Senior Customer Service Officer you will:
  • Apply thorough knowledge of policy, procedures and guidelines to resolve complex and escalated enquiries which require substantial investigation and analysis.
  • Manage more complex and escalated enquiries via telephone, email and written correspondence in the context of non-routine circumstances.
  • Resolve escalated and complex cases.
  • Provide supervision and guidance to assist other staff members to resolve routine cases according to the Department’s complaints handling guidelines.
  • Prepare correspondence and documentation including written responses on routine and more complex matters.
  • Provide on the job coaching and mentoring to less experienced employees.
  • Be innovative and collaborate to improve systems, knowledge and processes, including quality coaching and training needs.
About You
  • You will have a positive attitude and enjoy working in front line customer service, providing a true customer experience.
  • A proven track record of customer service in resolutions for complaints. 
  • You enjoy the challenge, knowing each day that you've made a positive difference.
  • You enjoy a structured work environment, with policy and procedure guiding your daily tasks.
  • You are self-motivated and possess the ability to prioritise multi-layered high work volumes.
  • You like working autonomously and as part of a team, contributing to a positive customer focused environment.
  • Have a genuine interest in supporting team members.
The successful candidates will need to be equipped with working in a fast pace call centre environment, where you will engage with clients, build and sustain relationships to gain an understanding of their individual circumstances.

Full training is provided and staff are set up to succeed.   Full time and part time options are available. 

These roles are due to commence from 17th May 2022.

Applicants must hold Australian Citizenship and the completion of a National Police Check is essential prior to commencement.

If you are interested in this role, 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.