About the Company
Services Australia is a crucial Australian Federal Government agency responsible for delivering a range of social, health, and welfare payments and services. Our purpose is to support individuals, families, and communities through accessible and efficient service delivery. Joining our team means contributing to the well-being of all Australians in an environment that values integrity, respect, and professional development.
Job Description
We are seeking dedicated and compassionate individuals to join our team as an APS3 Customer Service Officer in an ongoing full-time capacity. Based in Wagga Wagga, this role is fundamental to providing direct support and information to the Australian public. You will be the first point of contact for many, assisting with enquiries, processing applications, and navigating complex government services. This is an exciting opportunity to build a career within the Federal Government, making a tangible difference in people’s lives every day.
Key Responsibilities
- Provide accurate, timely, and empathetic customer service to clients via various channels, including face-to-face, phone, and written correspondence.
- Assess and process applications for government payments and services in accordance with legislative and policy guidelines.
- Explain complex information clearly and concisely, ensuring clients understand their entitlements and obligations.
- Resolve customer enquiries and complaints efficiently, escalating complex issues when necessary.
- Maintain accurate client records and data within relevant government systems.
- Collaborate effectively with team members and other government agencies to achieve service delivery goals.
- Adhere to all departmental policies, procedures, and ethical standards.
Required Skills
- Exceptional verbal and written communication skills with the ability to listen actively and convey information clearly.
- Proven ability to empathize with clients from diverse backgrounds and handle sensitive situations with discretion.
- Strong problem-solving abilities and a methodical approach to task completion.
- Proficiency in using computer systems and various software applications, including word processing and data entry.
- Ability to work effectively in a fast-paced, high-volume environment while maintaining accuracy and customer focus.
- A commitment to continuous learning and professional development.
Preferred Qualifications
- Previous experience working within a government environment or a large service delivery organization.
- Demonstrated understanding of social security legislation or other relevant government policies.
- Formal qualifications in customer service, business administration, or a related field.
Perks & Benefits
- Generous leave entitlements, including annual leave, personal leave, and long service leave.
- Attractive superannuation contributions (15.4% employer contribution).
- Access to professional development programs and career advancement opportunities within the Australian Public Service.
- A supportive and inclusive work environment committed to diversity.
- Flexible working arrangements to promote work-life balance (subject to operational requirements).
- Health and wellbeing programs.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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