APS3 Client Contact Officer – Lismore

Job Location: Lismore & Far North Coast
Employer: DFP Recruitment
$39 per hour

DFP Recruitment is proudly working with our Federal Government client who is seeking a Client Contact Officer to provide support to the team which may include a mix of inbound calls and administrative tasks.

As the Client Contact Officer you’ll be the first point of contact via telephone for clients who may be facing significant or complex challenges. You’ll be responsible for the accurate data entry of clients’ details before transferring the client to a clinician for an intake assessment. The ideal candidate will have extensive and recent customer service experience within a call centre environment. 

As a Client Contact Officer you will:

  • Provide customer service support at initial point of contact.
  • Referring clients to the appropriate services
  • Completing simple first contact resolution enquiries, identifying and prioritising customers who are potentially vulnerable, in distress or who have accessibility issues, and escalating potential issues to the leadership group.
  • Process referrals, reschedules and cancellations
  • Liaise with internal and external stakeholders in relation to the service provided by the Client Assist Contact Centre.
  • Relevant and quality record-keeping and documentation regarding client information.
  • Support the ongoing range of quality improvement approaches, including identifying opportunities for business and process improvement, offer solutions and support change.
  • Exercise appropriate delegations in accordance with legislation and guidelines.

To be successful, you will need to have:

  • Extensive experience within an inbound customer service role preferably within a call centre environment
  • Demonstrated experience handling sensitive information
  • Availability to work in a rostered environment and adhere to work schedules.
  • Communicate professionally, discretely and respectfully
  • Ability to research and make sound decisions using appropriate judgement
  • Analyse and evaluate clients’ needs and tailor services to the client
  • Understand and make connections with community, government and other services
  • Ability to build relationships and engage with diverse groups of people
  • Collaborate with other staff in immediate work area, across a virtual team and with other areas of the department
  • Ability to easily adapt to changing work environment
  • Must be an Australian Citizen and willing to undertake a National Police Clearance

In return you will:

  • Full Time Hours – 37.5 hours per week
  • Receive ongoing and comprehensive training
  • Attractive Hourly Rate – $39.00 per hour + super
  • Approximately 3 months. strong possibility of extension
  • Monday to Friday – between 7am and 6:00pm
  • Supportive team, with a positive culture

If you have the relevant experience and are interested, please don’t delay and apply now! We look forward to speaking with you.

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 [email protected] 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.

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