Employment Services Officer

Every interaction matters- Our staff are committed to understanding the needs of our callers and achieving quality outcomes for job seekers, employers, and students. Successful applicants will possess excellent communication skills and are adept at managing a range of inbound and outbound channels with the utmost professionalism.Rostered hours: 9:00 – 19:00 AEST, Monday to Friday but are subject to change.As an APS4 (equivalent) Employment Service Officer, duties will involve:

• 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

Successful candidates will have demonstrated the capability to deliver outcomes in a rapidly
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

Applicants should be able to demonstrate the following:

• 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

Applicants must be an Australian citizen and hold a current police check (conducted within the last 6 months) OR be willing to obtain a police check prior to interviewing.Apply now or email your updated CV to Tayla.Baillie@Randstad.com.auAt Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.Skillscustomer service, call cente, inbound calls, inbound customer service, admin, gov, government,, aps4EducationSecondary School/High School