About the Opportunity
We are seeking multiple dynamic and motivated Employment Services Officers to join a prominent Federal Government Department based in Canberra. This is a rewarding opportunity to provide exceptional support to employment services participants, employers, and the public within a fast-paced contact centre environment.
As a part of this team, you will be at the forefront of equipping Australians with the skills and support needed to gain or regain employment and achieve their life aspirations.
Key Responsibilities
In this role, your duties will include:
... Acting as the first point of contact for participants, providing tailored guidance and support.
Managing and resolving complex cases and addressing complainant concerns using effective management strategies.
Applying sound judgement to assess customer needs and referring them to relevant government or community services.
Maintaining high levels of data integrity within the Customer Relationship Management (CRM) system.
Navigating multiple IT systems in real-time to research, analyse, and make informed decisions.
Managing Digital Employment Fund (DEF) requests via email, phone, and digital channels.
Contributing to a positive team culture and mentoring staff where required.
Skills & Capabilities
The ideal candidate is a "people person" who thrives in a digital landscape and possesses:
- Relevant experience: Relevant and transferable experience in employment services, case management, client services, customer service or other relevant roles.
Strong Customer Focus: An inherent desire to offer great service and help others.
Communication Excellence: The ability to interpret complex information and tailor messaging to resolve issues.
Decision-Making: The ability to work autonomously, navigate complex guidelines, and use sound judgement.
Adaptability: A flexible approach to shifting priorities and changing day-to-day work requirements.
Integrity: A commitment to demonstrating behaviours in line with the APS Values and Code of Conduct.
Mandatory Requirements
To be considered for this role, you must:
Be an Australian Citizen.
Be willing to undergo a Nationally Coordinated Criminal Check.
Be willing to obtain and maintain a Baseline Security Clearance.
Additional Information
Hours: Full time hours, operating between 7:00 am and 7:00 pm AEST, Monday to Friday (subject to change/daylight savings).
Flexibility: The Department supports flexible working arrangements upon successful completion of the probation period.
