APS3 Contact Centre Officers

Job Description

The Opportunity Join an Australian Government agency where you can make a meaningful impact while delivering exceptional customer service. We are seeking dedicated professionals for APS3 roles across multiple departments. These positions are vital in supporting the Australian Government’s commitment to serving the community effectively. About You Friendly, patient, and dedicated to assisting clients from diverse backgrounds Strong work ethic with a positive attitude Passionate about public service and community engagement High level of personal resilience, able to handle challenging situations and manage workload demands Experience in delivering high-quality customer service, preferably in a government or Contact Centre environment Excellent attention to detail with strong written and verbal communication skills Ability to thrive in a KPI-driven environment with a structured schedule Your Role Manage inbound calls, register and allocate interpreters, and assist non-English speaking clients by connecting them to interpreters and third-party services within targeted time frames. Resolve customer inquiries by providing accurate information and referrals, both face-to-face and via phone, including handling sensitive conversations. Provide counter support and guidance for client self-help kiosks and online platforms, while coordinating appointments and managing team email inquiries and telephone communications. Create invoices, accurately record data, conduct research, and prepare reports and correspondence to deliver high-quality customer service. Meet Key Performance Indicators related to handling time, adherence, and quality assurance, ensuring outstanding service to a diverse community. Position Details Initially a casual temporary opportunity, with potential for ongoing APS contracts Variable roster from Monday to Sunday, with hours scheduled between 11am - 7pm Full-time in-office commitment required Benefits Ongoing training and support in a collaborative team environment Attractive hourly rate Location: Melbourne Requirements Applicants must be Australian Citizens Successful candidates will need to obtain a Baseline Australian Government security clearance and pass other employment suitability checks If you’re ready to contribute to public service in a rewarding role, please apply now! For further information, contact DFP Recruitment at 03 8632 9900. DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs. #J-18808-Ljbffr