Our client is dedicated to caring for Australia’s defence service community. Their purpose is to deliver high-quality, trauma-informed support across Australia through both direct and referral-based services.

Our client fosters a workplace culture that values diversity, inclusion and flexibility, with a strong focus on professional development, employee wellbeing, and work-life balance.

ROLE

We are seeking three Service Support Officers to join the Client Assist team in APS4-equivalent labour hire roles.

Client Assist is a 24/7 national telephony service and the initial point of contact for Open Arms clients and stakeholders. In this role, you will undertake frontline telephone duties and provide administrative support to help ensure the delivery of timely, high-quality services to veterans and their families.

Three positions available

Full time role, 37.5 hours per week

Hours: Rostered between 7:30 am and 5:30 pm, Monday to Friday

Location: Queen Street, Brisbane QLD 4000

Flexible work arrangements may be considered in consultation with the hiring manager.

KEY RESPONSIBILITIES

- Undertake frontline telephone duties and manage initial client and stakeholder contact
- Use multiple ICT and client information systems efficiently while meeting expected KPIs and performance targets
- Support queue management by monitoring telephony schedules and service standards
- Assist with the timely resolution of process and procedural enquiries
- Provide process knowledge and administrative support to colleagues
- Deliver front-of-house and administrative support across service delivery streams,



including data entry and record keeping
- Participate in scheduled learning and development activities and regular performance coaching
- Provide administrative training support to the Learning and Development Coordinator
- Work effectively within a rostered, multidisciplinary and remotely connected team
- Support the vision, mission and business objectives of Open Arms - Veterans & Families Counselling

REQUIREMENTS

- Current Working with Vulnerable People registration or Working with Children Check, or the ability to obtain one
- Ability to successfully complete a Nationally Coordinated Criminal History Check before commencement
- Ability to obtain and maintain a Baseline security clearance, with the process initiated or sponsored by the department
- Strong IT skills and the ability to work confidently across multiple ICT and client information systems
- Strong interpersonal and communication skills
- Experience working in a fast-paced, dynamic telephony or customer service environment
- Experience providing administrative support within a multidisciplinary environment, preferably supporting mental health or wellbeing services
- Ability to meet performance targets, follow established processes and contribute positively to team culture
- Availability to work within the required Monday-to-Friday roster

We are committed to diversity and inclusion and encourage applications from Aboriginal and Torres Strait Islander people, people with disability, and people from culturally and linguistically diverse backgrounds.

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📌 3 xSenior Service Support Officers – Federal Government (Queensland)
🏢 CS Executive Group
📍 Queensland