Aps4 & Aps5 Complaints Handling Officers - Brisbane, Australia - DFP Recruitment Services

DFP Recruitment Services

Verified Company

Brisbane, Australia

1 week ago

Posted by:

Olivia Brown

beBee Recruiter

Description

Job description:

Brisbane based Federal Government team are currently seeking a number of Customer Service Officers to commence from 11th April 2023.

Fulltime and Flexible/ part time options are available for 4-5 hours per day between the hours of 9am - 7pm - choose the shifts that suit you

Customer Contact Officers are responsible for providing an accessible, efficient, consistent and user orientated experience in accordance with guidelines and procedures.

The Team also plays an important role in identifying risks and opportunities to improve the customer experience and efficiency.

Reporting to the Customer Contact Manager, your main responsibilities will include:

Providing timely resolution of contacts using standardised information from business areas
Collecting sufficient information to document, triage, and refer more complex contacts to the right officer/team
Ensurong accurate and timely recording of contacts using record and business systems, including Resolve, MS Teams, SharePoint, Outlook, and Excel
Providing information to educate customers on the role of the organisation or where appropriate, refer customer to other organisation better placed to respond to their contact
Developing positive and collaborative working relationships with team members and liaise with both internal and external stakeholders
Obtaining and maintaining a basic and up to date understanding of an aged care provider's responsibilities and seek supervisor support and guidance when needed
Contributing to the priorities of a team and effectively manage individual workloads
Attending, and participating in, team meetings or training when required.

To be successful in this role you will need to demonstrate the following:

Experience working in a contact centre or fast-paced environment eg: hospitality
Capacity to work in a busy environment with demonstrated skills in time management, multitasking, attention to detail, working with competing priorities and the ability to manage workloads
Strong and clear written and verbal communication skills
The ability to maintain a positive, empathetic, and professional attitude
Demonstrated problemsolving skills, including the ability to identify risk and work within guidelines
Demonstrated ability to work effectively and collaboratively as part of a team to achieve positive outcomes and a positive workplace culture
The ability to adhere to Commonwealth documentation guidelines and internal procedures

Roles are available at both the APS4 and APS5 equivalent. APS5 applicants are required to have leadership experience within a contact centre environment.

These positions are Brisbane CBD based, with an initial term of 3 months with 12 month extension options, paying $41 per hour + super.

for APS4, and $47 + super for APS5.

As these roles are within Federal Government, applicants must hold Australian Citizenship.

Note:
You may be required to provide evidence of your COVID-19 vaccination status.