Job description
We are currently seeking motivated and passionate Customer Service Officers for a federal government agency, based in Adelaide.
About the Role
As a Customer Service Officer, you will be the first point of contact for participants, employers and members of the public, delivering high-quality service across a range of channels. You will manage enquiries, resolve complex cases and apply sound judgement in line with legislative and policy frameworks, all within a fast-paced contact centre environment.
Key Responsibilities
Successful candidates will be contacted by a DFP recruitment specialist.
Please forward any questions to Sophie Haines via shaines@dfp.com.au or 08 8400 4400.
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.
About the Role
As a Customer Service Officer, you will be the first point of contact for participants, employers and members of the public, delivering high-quality service across a range of channels. You will manage enquiries, resolve complex cases and apply sound judgement in line with legislative and policy frameworks, all within a fast-paced contact centre environment.
Key Responsibilities
- Provide guidance, support and advice tailored to individual participant needs
- Manage and resolve complex cases, escalating where required
- Conduct assessments and apply effective issue resolution strategies
- Maintain accurate records within CRM systems
- Navigate multiple IT systems simultaneously in a real-time environment
- Assess and manage participant funding requests in line with guidelines
- Apply judgement to determine eligibility and approve payments within delegation
- Identify learning opportunities and mentor lower-level staff as required
- Strong customer service focus with a genuine desire to help others
- Excellent communication skills, with the ability to tailor messaging and resolve issues
- Ability to work autonomously and exercise sound judgement
- Comfortable working in a high-volume, digital contact centre environment
- Adaptable, resilient and able to manage changing priorities
- Experience working within large or geographically dispersed teams will be highly regarded
- Australian citizenship
- Willingness to consent to a National Police Check
- Ability to obtain and maintain a Baseline Security Clearance
- APS4-equivalent casual contract
- Full-time hours with flexibility available after probation
- Adelaide-based role within a federal government agency
- Opportunity to contribute to meaningful public service outcomes
Successful candidates will be contacted by a DFP recruitment specialist.
Please forward any questions to Sophie Haines via shaines@dfp.com.au or 08 8400 4400.
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.
