Services Australia Temporary Service Officer Register – APS3 to APS4

About this role

Services Australia maintains a register of people interested in temporary (non-ongoing) employment opportunities in various roles, levels, and locations throughout Australia. Customer service means a lot to our agency. When you work with us, you’ll support the Australian community when they need government services. You’ll help make accessing these services simple so people can get on with their lives. Our service delivery staff respond to a broad range of complex customer circumstances in a fast-paced, dynamic environment. Our roles connect with customers in person, over the phone and online to deliver Centrelink, Child Support and Medicare services. This register may be used fill positions on a non-ongoing or casual basis for either a specified term or the duration of a specified task. Non-ongoing opportunities may be offered with an initial engagement of up to 12 months, plus one extension of up to 6 months (totalling a maximum contract period of 18 months). In these roles, you could be responsible for delivering a range of customer service functions, including call centre or processing work; face to face services; debt management; compliance; program management; service desk support and exercising delegations in accordance with legislation and guidelines. The types of positions that may be filled from this register include, but are not limited to: APS3 Service Officer Assist customers across a range of payments, programs and services and work across one or more service delivery channels (inbound and outbound telephony, face-to-face or processing). Assess customer and stakeholder needs and encourage the use of self-service or digital service options. Deliver integrated and connected services that meet customer needs. APS4 Service Officer Work across one or more service delivery channels (inbound and outbound telephony, face-to-face or processing) to provide tailored service to customers, some of whom may be facing significant disadvantage or multiple complex challenges. Assess the customer needs and determine entitlements and obligations. Work in close partnership with key stakeholders to support the delivery of quality programs and services. Provide peer support to staff, review decisions, provide quality assurance and manage complaints from customers.