Information Officer

About the role

This is an Information Officer role focused on managing client enquiries, maintaining accurate records, and providing high-quality customer service. You will record and maintain details of enquiries, requests, and correspondence in internal databases and case management systems, refer complex matters to senior officers or subject matter experts, and issue relevant forms, guidance materials, and official resources to employers and other interested parties.

Key responsibilities

• Record and maintain details of enquiries, requests, and correspondence in internal databases and case management systems

• Refer complex enquiries and policy-related matters to senior officers or subject matter experts for further assessment and resolution

• Issue relevant forms, guidance materials, information packs, and official resources to employers and other interested parties

• Access and operate computerised information and communication systems to retrieve, update, and manage client records and service requests

• Assist clients by directing them to appropriate government agencies, services, or information sources where required

• Monitor and follow up on enquiries to ensure timely responses and effective customer service in accordance with organisational procedures

About you

• Minimum one (1) year of full-time relevant work experience (or equivalent part-time experience) as an Information Officer or in a closely related role

• Demonstrated experience in providing accurate information, advice, and assistance to clients, customers, or stakeholders through various communication channels

• Strong administrative and organisational skills, including maintaining records, preparing reports, and managing confidential information

• Excellent written and verbal communication skills, with the ability to communicate effectively with people from diverse backgrounds

• Proven ability to interpret and explain organisational policies, procedures, and relevant information accurately

• Experience handling enquiries, resolving issues, and providing high-quality customer service

• Strong attention to detail and ability to manage multiple tasks while meeting deadlines

• Proficiency in Microsoft Office Suite and computer-based information management systems

• Ability to work both independently and collaboratively within a team environment

• Experience in the healthcare, disability, aged care, community services, or government sector is desirable