aps4 service officer.

Key Duties include:

• Providing a high-quality customer experience, you’ll approach situations with empathy and resilience
• Providing a first point of contact for participants including provision of guidance, support and advice tailored to individual needs.
• Investigating, managing, and resolving complex cases with assistance from staff of higher classification levels where needed.
• Maintaining accurate records within the Customer Relationship Management System (CRM)
• Researching, analysing, and making informed decisions based on the resources and guidelines provided.
• Applying judgement to assess and determine customer needs and requirements, and referring to relevant government or community services where relevant.

The ideal candidate

Applicants should be able to demonstrate the following:

• an inherent desire to offer great customer service
• communication skills to interpret information, tailor messaging and resolve issues
• a commitment to demonstrating behaviours in line with the APS values and Code of Conduct.
• ability to work autonomously, navigate complex information and use sound judgement in making decisions
• Proficiency in computer systems is a must
• A highly motivated individual, focused on achieving personal goals and actively supporting team success.

Skills/experience required:

• Prior experience in a call center is required, and experience in a government setting, employment services, complaints, or high-volume dispute resolution is highly regarded.
• Exceptional communication and negotiation skills, with experience managing complex or sensitive situations.

• Strong interpersonal abilities, with a background in working collaboratively within a team.
• Experience in interpreting and applying relevant legislation and procedures to ensure compliance.
• Ability to build relationships and effectively engage with a diverse range of customers.
• A highly motivated individual, focused on achieving personal goals and actively supporting team success.

Mandatory requirements

All candidates must:

• Be an Australian citizen.
• Hold a current National Police Check or be willing to obtain one if selected for interview

What’s in it for you?

• Be part of a supportive team that values your well-being and professional growth.
• An exciting opportunity to work within Federal Government.
• Competitive hourly rate.
• Comprehensive training programs to build your skills and advance your career.
• Enjoy employee benefits that support your work-life balance.

Undertaking a temporary contract through Randstad will give you exclusive access to our candidate benefits portal. This includes many discounts across health insurance, phone plans, grocery stores and other retail stores as well as many other discounts. You will be able to access this directly through our easy to use time-sheet portal upon commencement of your assignment.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.