APS4 Employment Services Officer (Contact Centre)

Department of Employment and Workplace Relations (DEWR) – Sydney NSW

As an APS4 Employment Services Officer you will deliver high-quality frontline services to our customers. Reporting to an APS6 Team Leader, you will work in a structured, high-volume environment, supporting customers across multiple channels including but not limited to phone, email and webform.

You will assess customers’ individual needs, provide personalised assistance and tailored career support to help participants move into employment more quickly and sustainably. You will make decisions and provide guidance in line with policy and program requirements. The role requires sound judgement, strong communication skills and the ability to manage competing priorities in real time.

The Employment Services Officer role operates in a fast-paced and at times psychosocially demanding environment requiring resilience, professionalism and the ability to manage challenging or sensitive interactions.

The key duties of the position include:

Responsibilities of the APS4 Employment Services Officer include:

- Providing a first point of contact for customers including provision of guidance, support and advice tailored to individual needs in a timely manner. Tailored interventions will include guiding customers to source the information they need themselves, building their capability.
- Applying judgement and discretionary decision making to determine customer needs and requirements, tailoring servicing, and referring to relevant government or community services where relevant.
- Employing a flexible approach to day-to-day work changes and shifting priorities.
- Receiving and handling employment services complaints, ensuring issues are resolved or escalated appropriately in line with departmental guidance.




- Communicate clearly and professionally, both verbally and in writing, adapting communication style to suit different audiences and circumstances.
- Respond to a range of enquiries and requests, including those requiring sensitivity and sound judgement, within agreed timeframes and in accordance with policy and procedures.
- Maintaining privacy and accurate records within departmental systems to support the actioning of requests related to the release of information.
- Researching, analysing, and making informed decisions based on the legislation, resources and guidelines provided.
- Evaluating eligibility, assessing and considering approval for payment of items in line with relevant employment funding guidelines.
- Contributing to a positive team environment, including identifying learning opportunities in a service delivery setting and providing mentoring to staff of lower classification levels where required.
- Navigating multiple IT systems concurrently while responding to customer interactions, maintaining accuracy, efficiency, and effective communication through both verbal and written channels.
- A commitment to working in a scheduled environment, demonstrating reliability, punctuality, and strict adherence to set rosters, or standard operating hours.

Eligibility

Please note, under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the APS unless the Agency delegate has agreed,



in writing.

This is a designated security assessed position. The successful candidate will have the ability to obtain and maintain a Baseline security clearance.

This selection process may be used to establish a merit pool. The pool might be accessed to fill ongoing and non-ongoing vacancies for similar roles in the Department over the next 18 months.

Getting to know the Department of Employment and Workplace Relations (DEWR)

We are the department that helps job seeking Australians find safe, secure, and well-paid work while we ourselves strive to be a model employer. We provide the framework for fair and productive relationships between employers and employees. We also oversee skills development and training initiatives to support those entering the workforce or retraining to take advantage of emerging employment opportunities.Secure jobs are vital—driving future economic growth and providing people with the certainty. We focus on connecting Australians who are starting, advancing or changing their career with the relevant skills, knowledge and experience to gain or regain employment.Our work directly contributes to shaping the employment landscape. It is our unique purpose to help people realise their potential and we want you to be part of it.Underpinning our important work is our focus on culture. We recognise that how we do things is equally important as what we achieve. Our workplace is one where different perspective are encouraged, people feel a sense of belonging and draw on the expertise of their peers. Our people demonstrate the APS Values, which includes being open, thoughtful, curious and candid. We also value employee wellbeing and developing leadership through investment in capability.

#J-18808-Ljbffr

📌 Employment Services Officer (Contact Centre) (New South Wales)
🏢 Department of Employment and Workplace Relations (DEWR)
📍 New South Wales