Job description
DFP Recruitment is a preferred supplier for Federal Government and is proudly working with our client who is seeking a Service Support Officer to provide support to the team which may include a mix of inbound calls and administrative tasks.
As the Service Support Officer you’ll be the first point of contact via telephone for clients who may be facing significant or complex challenges. You’ll be responsible for the accurate data entry of clients’ details before transferring the client to a clinician for an intake assessment. The ideal candidate will have extensive and recent customer service experience within a call centre environment.
As a Service Support Officer you will:
To be successful, you will need to have:
In return you will:
If you have the relevant experience and are interested, please don't delay and apply now with a covering letter! Should you have questions, please call Mel Ireland on 0406 436 464.
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.
As the Service Support Officer you’ll be the first point of contact via telephone for clients who may be facing significant or complex challenges. You’ll be responsible for the accurate data entry of clients’ details before transferring the client to a clinician for an intake assessment. The ideal candidate will have extensive and recent customer service experience within a call centre environment.
As a Service Support Officer you will:
- Provide customer service support at initial point of contact.
- Referring clients to the appropriate services
- Completing simple first contact resolution enquiries, identifying and prioritising customers who are potentially vulnerable, in distress or who have accessibility issues, and escalating potential issues to the leadership group.
- Process referrals, reschedules and cancellations
- Liaise with internal and external stakeholders in relation to the service provided by the Client Assist Contact Centre.
- Relevant and quality record-keeping and documentation regarding client information.
- Support the ongoing range of quality improvement approaches, including identifying opportunities for business and process improvement, offer solutions and support change.
- Exercise appropriate delegations in accordance with legislation and guidelines.
To be successful, you will need to have:
- Extensive experience within an inbound customer service role preferably within a call centre environment
- If you have worked taking 000 calls, we want to hear from you
- Demonstrated experience handling sensitive information
- Availability to work in a rostered environment and adhere to work schedules (between 7am & 8pm, Monday to Friday
- Communicate professionally, discretely and respectfully
- Ability to research and make sound decisions using appropriate judgement
- Analyse and evaluate clients’ needs and tailor services to the client
- Understand and make connections with community, government and other services
- Ability to build relationships and engage with diverse groups of people
- Collaborate with other staff in immediate work area, across a virtual team and with other areas of the department
- Ability to easily adapt to changing work environment
- Must be an Australian Citizen and willing to undertake a National Police Clearance
- Qld Working with Children and / or Vulnerable People Check (must be willing to obtain)
In return you will:
- Full Time Hours - 37.5 hours per week
- Receive ongoing and comprehensive training
- 12 month initial contract
- Attractive Hourly Rate - $39.00 per hour + super
- Monday to Friday – between 7:00am and 8:00pm
- Supportive team, with a positive culture
- Provide assistance to Veterans and their families!
If you have the relevant experience and are interested, please don't delay and apply now with a covering letter! Should you have questions, please call Mel Ireland on 0406 436 464.
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.