The purpose of the role is to provide support to job seekers and other stakeholders who reach out to the department through their Contact Centre.
Our client is focused on providing and delivering a high standard of services to job seekers and other stakeholders.
The role entails: Making inbound and outbound contacts to job seekers; providing guidance, support and coaching. Resolving issues related to employment services policy, procedures and guidelines, and escalating enquiries which require substantial investigation and analysis. Preparing correspondence and documentation including written responses to customers on routine and more complex matters, with a high level of quality of production. Reviewing and handling complaints within set complaint handling procedures. Identifying compliance issues and enforcing compliance actions. Contributing to a professional and positive team culture.
Candidates will possess the following skills: Have a high level of computer literacy, ability to synthesise complex information quickly, and strong customer service skills. Desirable: Knowledge of Australian Government employment programs such as jobactive services, and a typing speed of 30+ words per minute.