Employment Services Officer
Randstad
- Brisbane, QLD
- $48.72 per hour
- Contract
- Full-time
- Providing a first point of contact for participants including provision of guidance, support and advice tailored to individual needs.
- Investigating, managing, and resolving complex cases with assistance from staff of higher classification levels where needed.
- Conducting thorough investigations and using effective management strategies to address the concerns of complainants.
- Applying judgement to assess and determine customer needs and requirements, and referring to relevant government or community services where relevant.
- Identifying learning opportunities and providing mentoring to staff of lower classification levels where required.
- Employing a flexible approach to day-to-day work changes and shifting priorities.
- Maintaining accurate records within the Customer Relationship Management System (CRM)
- Researching, analysing, and making informed decisions based on the resources and guidelines provided.
- Navigating across multiple IT systems in real-time.
- Demonstrating excellent workplace behaviours including working within a team and promoting positive team culture
changing digital landscape, are experienced at working across large, geographically dispersed teams,
and possess the following skills and attributes:
- an inherent desire to offer great customer service
- communication skills to interpret information, tailor messaging and resolve issues
- a commitment to demonstrating behaviours in line with the APS values and Code of Conduct.
- ability to work autonomously, navigate complex information and use sound judgement in making decisions
- demonstrated experience in a contact centre environment or the employment services industry
- strong customer service and communication skills
- ability to work autonomously, navigate complex information and use sound judgement in making decisions
- strong digital literacy including the ability to navigate across multiple IT platforms in real time and type proficiently
- communication skills to interpret complex information, tailor messaging and resolve issues (web chat skills and knowledge highly regarded