customer service representative

entry level customer service representative

assistant director

leadership development program

apprentice

Australian Government Services Australia

A typical day at work is never the same, some days it can be wonderful, everyone who comes in is very nice and lovely, some days can be a little more difficult where almost every person wants to fight you, (those days i feel there is something in the air). I have learnt so much in this job, such as resilience, patience, that no matter who it is, how similar some people are to others, everyone's situation is different and everyone experiences it differently so you must ALWAYS approach with care and caution until you have a better understand of whats going on before you can make a decision that is best suited for everyone. My Manager is a wonderful man, he is so understand and does his best to make everyone as comfortable as possible which i understand cannot be easy. i admire him a lot as i see the types of work he needs to do, it can be very stressful but he copes very well. All of my co-works are different, they are mostly nice but when i first started i did cop a little smack because they liked things done a certain way so i received a stern hand from everyone for a little while but now i realise everyone is just like one big family, we always look out for one another and always have each other's back if needed. The hardest part of my job is the quick thinking when you have a very upset customer swearing and screaming in your face while leaning over you, that can be very imitating and scary so it can be a little difficult to think of how to handle this person. The most enjoyable part of the job is the diverse bunch of people that come in, i meet so many different people and hear so many different stories and from those stories, learn many different lessons and its amazing!

Daily basis- liaise with communitysector organisations (CSOs)- aged care, alcohol & drugs, population health priorities regarding grants funding and financial compliance reporting. Analysed CSOs annual financial statements and facilitated payments of grants to CSOs. Liased with business areas within Dept of Health and Human Services (DHHS) in HOBART regarding preparation of business cases and contracts for busines areas within DHHS to purchase communty sector services from CSOs.
Learned to work with a diverse set of people in terms of their skills and approach to problem solving and to project manage and coach them to meet agreed timeframes.
Hardest part of job was having to withhold payments when CSOs failed to fulfill the financial requirements of their contracts; whilst knowing that they are performing a vital service to the comunity. This was not done until all avenues were explored to assist the CSOs to comply.
Most enjoyable part of the job was DHHS willingness to allow me to work part time so that i could enjoy work/life balance, resulting in my being more productive and efficient at work, as i knew I had limited time to complete tasks within deadlines.

The day starts off each morning with a 15 minute stand up meeting where anyone can raise issues from days before or any other pressing issues. It may also cover health and wellbeing segments about self care and mental health at work. 
I learnt how to be resilient, manage my time, manage workloads, and how to work as a team in a fast paced service delivery environment. Management cascade instructions from their superiors and we need to follow these instructions and work as a team. The workplace culture is vibrant and multi-cultural. We create strong bonds with each other as we share common goals. The hardest part of work is it is sedentary type of work. We need to move around a lot to avoid being injured or get chronic illnesses such as diabetes, obesity, muscular - skeletal disorders. The most enjoyable part of the job is a sense of community and celebrating social events. It is a very multi-cultural organisation and we get to experience different cultures, food, languages and various life experiences and journeys of each member of our team. 

At the end of the day I feel a sense of satisfaction knowing I helped customers financially/personally and culturally with difficult circumstances in their lives.
Everyday is different, customers rely on the Department for correct information so they can live from day to day.
My co-workers do a remarkable job understanding what is expected of them.
Hardest part of the job is to see people not wanting to help themselves and better their lives knowing there is so much opportunities out there for them. 
I have worked within the Dept of Human Services for over 10 years and there is not a day goes by that I haven't enjoyed helping people, it gets difficult when you build a rapport up with individuals and then circumstances changes your way of thinking. I believe everyone deserves a chance in life and knowing that I had a small input to that is very rewarding.

A typical day was usually to expect the unexpected. Working with people with intellectual, physical and mental issues would often put planned days off the table. So workers have to be flexible.  I learned to see the world from many perspectives, not only from our clients point of view but workers as well.  I often felt that management could have performed better, especially when it came to dealing with the families of clients, they appeared to take the easy way out, and side with the families not realising that sometimes this caused unnecessary stress on workers but clients as well.  The hardest part was working with a client who would make a constant noise. Some clients has the ability to either scream or yell for hours on end. What I enjoyed the fact that I was not stuck in one place five days a week. As a casual I was employed in many homes and many clients enjoyed going out.  I always wondered how many jobs pay their employees to go to the beach, pictures, zoo and plays?

Micromanage system. Very controlled environment. Every stressful and unrealistic expectations. Not a nice experience working for services Australia. I had high expectations when I started as this is government job and after a month of training, they will start pushing you to achieve stats and meet KPI 100% which is unrealistic. 
Lack of support will make you feel very lonely. Team leaders and managers are all in this micromanages system do they don't care about you. They only care about their targets. We are all just a number for them. It's overwhelming, stressful and mentally draining. They don't give you a lot of time to get confident in the areas you are trained. They will constanly pressure you to go different areas. Overall, very negative work environment. So many people quit just after one month training due to micromanage 
performance , high  pressure, bullying and harassment. Do not recommend to anyone. 

Get Residents up out of bed toilet them 
Then shower and dress
Put first load of washing on 
Change and make beds 
Give the pear juice then breakfask
Medication sign for meds 
Finish makiking beds 
Hang  washing 
Vacuming floors
Clean and wash floors in bathrooms and bedrooms 
Do breakfast dishes sweep and wash kitchen floors 
Maybe take one of our residents to have blood test
Or take so-one to Doctors / specialist /podiatry 
Are placement take some for a drive buy them coffee or an icecream 
Then it tea time medication /dinner /.toilet/television/or music then bed .
Depends on the day and most days you learn some thing even if it seem not important to some one else
We do not see management very much.
The staff I work with is fantastic we have a lot of fun 
The hardest part of my job is to see some one with bi polar and you came not help just listen to the screaming
Going to work and seeing something 
 that one of our residents can do even if its put a cup in the sink

I would go to my work area, check the paper in the printers, go to all working computers and make sure they were all working. Some customers didn't really need my assistance, though other customers did. Some were easy queries to answer, that I could handle myself and others would require further inquiries, where I needed to ask the staff in the office. I could have no customers to begin with, then as more customers were referred to my area and needed to do their business online, I could then have all 8 computers being used. I thrived on being busy and working in this area, as I am very much a peoples' person and providing excellent customer service. I learnt that  working in this office, they customers were a little hesitant to talk to me in the beginning, but after a few weeks, they became comfortable talking to me about their concerns and issues, so I feel I gained respect and a fair amount of trust.

My role consisted of answering and assisting customers with Centrelink enquiries such as general payment enquiries, earnings and reporting, family tax benefit enquiries, processing claims and updating/maintaining customer’s records.
Assisting customers with Child Care benefit claims and entitlements, calculating percentages and calculating total of child care rebate entitlements,
Processing earnings and reporting for customers, 
Advising the customer how much they will receive by operating customer first database,
Answering general Centrelink payment enquiries; and calculating total entitlements for customers,
Processing Family Tax Benefit Claims recorded by other staff members,
Assisting customers when using the ‘Customer First Database’.
Promoting and encouraging customers to utilize the ‘MyGov’ and ‘Centrelink Online’ services.

Shifts usually go for aorund 5 hours.

Arriving - We are required to sign in to our personal computers, start appropriate programs, which are used  incoming calls and access profiles of customers.

Next we start recieving calls which take up majorirty of our shift. These calls would require us to answer customer queries regarding family tax benefits and other payments. They may already be recieving these or interested in checking the eligibility to recieve these.

If unsure about anything we are required to transfer these calls to a more qualified team member of a supervisor.

Appropriate breaks are taken wihin this time.

Signing out of the computer when the shift is done completes this shift.

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