Customer Service Officer

In Services Australia, our vision is to make government services simple so people can get on with their lives. As one of Australia's largest service delivery organisations, we support around 10 million customer interactions each week and deliver hundreds of billions of dollars in payments each year. Through our national network of service centres, community access points and digital services, including myGov, we help Australians access the support and services they need.

Customer Service Officers are experienced professionals who support customers and community groups to access government payments and services through a range of channels, including face-to-face, over the phone, by email and through online services. These are not entry-level positions. They require sound judgement, resilience and the ability to work with customers experiencing complex circumstances, vulnerability or significant disadvantage. Drawing on a strong understanding of government programs and services, Customer Service Officers investigate, analyse and assess sensitive information to help customers navigate their options, understand their obligations and entitlements, and access the support they need. Through respectful and empathetic engagement, they help deliver outcomes that make a meaningful difference in people's lives.

Success in these roles relies on strong communication, interpersonal and problem-solving skills. Customer Service Officers build trusted relationships with customers, community groups and stakeholders, working collaboratively to gather information, resolve issues and provide appropriate support. They can interpret complex policies and legislation, explain information clearly and confidently, and help customers make informed decisions in often challenging situations. By balancing professionalism, empathy and sound judgement, they contribute to delivering services that are accessible, fair and responsive to individual needs.

• Engage customers and community groups: in person, via telephone and emails, to tailor assistance for people facing significant challenges or multiple barriers. Help them access and navigate services across a range of payments, programs and services.
• Develop and nurture stakeholder relationships; identify opportunities for partnerships and build service delivery capability. 
• Review, assess, and provide complex information or determinations to customers or community groups, in a way that helps them understand their obligations, entitlements or the decisions made.
• Assist customers in crisis, via their representatives or community group, by problem solving and ensuring connection to appropriate services, payments, and programs.
• Collaborate and share information with staff, stakeholders and specialists, to resolve complex customer needs quickly and effectively.
• Use initiative and judgement in the interpretation of policy and in application of practices and procedure and exercise appropriate delegations to make ethical evidence-based decisions in accordance with legislation and guidelines. 
• Manage customer aggression and/or inappropriate behaviour in a respectful way that ensures safety to all. 
• Oversee or contribute to a team including setting work direction, adherence to work health and safety policies, training, mentoring and guidance for staff.

All employees must comply with the Australian Public Service Values, Code of Conduct and Employment Principles.

The advertised roles liaise directly with customers, stakeholders and staff on a day-to-day basis, either face to face, on the phone or via email. Some roles may involve regular travel and/or being a member of a geographically dispersed team.

Some positions may require the following: 

• A security clearance: Baseline (or ability to obtain and maintain).
• A Working with Children or Vulnerable Persons Check in the relevant state (or ability to obtain and maintain)
• A current driver's license or ability to travel between workplaces. Community engagement roles require a licence.

For detailed information about this role, please view the Job Pack which can be downloaded from our website - the Apply Now link will take you there.

The agency's workforce operates using an agile approach, and all staff should be prepared to redeploy to critical frontline functions as required. Should you need to redeploy as part of the agency’s surge workforce, all learning and development and technical/pastoral support will be provided to you to enable you to undertake that work.

Some positions within Services Australia may be required to work in settings where mandatory vaccinations are required. Staff in such positions will need to demonstrate that they meet the vaccination requirements or have a relevant exemption.