APS3 Front of House Service Officer
We are seeking an experienced Front of House Service Officer to join the team within a Federal Government Agency based in Epping. The Role: The Service Officers assist customers in a face to face environment by answering their enquiries, making assessments on a customer's eligibility for payments and undertaking processing and system entry activities related to a customer's needs. You will handle a wide range of matters regarding eligibility, participation and ongoing access to payments and services for participants.
Responsibilities include: Providing face to face customer service to participants, families and carers Dealing with challenging and at times, emotional discussions and issues Providing general administrative support and contributing to the operations of the work area Providing of excellent customer service to internal and external stakeholders Undertaking of monthly accruals of accounts and reconciliation of cab charges and credit cards Data entry and analysis, including collation of reports Manage relationships with internal and external stakeholders Identify and resolve complex enquiries from participants and providers About you: Front of House Service Officers must have high levels of personal resilience to be able to deal with emotional and challenging customer circumstances and high workload demands. This role will involve liaising with participants on a face to face basis and at times, delivering difficult news / handling challenging conversations. To be successful in this role you must have proven experience within a Government department, ideally within a similar role.
In addition, you will demonstrate the following skills and experience: Advanced MS Office Suite Office Support/Administration Experience with appointment bookings Customer Service Strong communication skills, both verbal and written Excellent interpersonal skills Organisation skills A high attention to detail Having a strong interest or previous experience with the Disability Sector would be an advantage. As this role is within the Federal Government, applicants are required to hold Australian Citizenship. If you are interested in this role, please APPLY NOW By submitting an application you agree to our Privacy and Information Collection Policy located at www.