Job Number: EXT-APSL-2024-1703
Classification: APS Level 5
Salary Range: $82,427 - $88,944 +15.4% Superannuation
Job Type: Ongoing,Non-ongoing
Employment Type: Full-time
Group/Division: Customer Service Delivery / Various
Location/s: National
Job Description
We are recruiting to fill a range of APS5 Customer Service roles as they become available. If you are interested in these roles and have experience in a complex customer service environment helping vulnerable Australians, we encourage you to apply.
APS5 Customer Service roles connect with customers directly, or via community groups to deliver Centrelink, Child Support and Medicare payments and services – in person, on the phone, via email and through innovative online services – in ways that are meaningful to customers and respectful of their time and situation.
Staff in APS5 Customer Service roles engage directly with Australian citizens as customers, as their primary focus. The jobs on offer may have a specific function when interacting with customers or community groups including, but not limited to:
- community engagement
- personalised customer services
- review of decisions and appeals
- complex assessment and/or
- case management including investigation and resolution of customer issues.
Staff in these roles develop a deep knowledge and understanding of their program and payment subject area/s to provide services to customers with multiple complex needs or that are facing significant disadvantage. They investigate, analyse and assess complex, sensitive and/or contentious customer issues to negotiate appropriate support or payment outcomes.
APS5 Customer Service Officers rely on their interpersonal and communication strengths to liaise with customers and community groups. Being able to interpret complex information to customers or community groups in a way they understand their obligations and/or entitlements is paramount to success in these roles.
The merit pool created from this recruitment can be used to fill either Identified and Non-Identified APS5 Customer Service roles, including: Service Officer (SO5), Indigenous Service Officer, Multicultural Service Officer, Community Engagement Officer, Grandparent, Foster and Kinship Carer Adviser, Medicare Engagement Officer, Farm Household Officer, Complex Assessment Officer, Customer Service Officer-Child Support, Complex Assessment Officer and Remote Servicing Trip Leader.
Work Environment
Roles involve liaising with customers on a day-to-day basis, either face to face, on the phone or via email. Some roles may involve regular travel and/or being a member of a geographically dispersed team. Services Australia’s workforce operates using an agile approach, and all staff should be prepared to redeploy to critical frontline functions as required. Should you need to redeploy, as part of the agency’s surge workforce, all learning and development and technical/pastoral support will be provided to you to enable you to undertake that work.
