IMPORTANT - How to apply

Select 'Apply Now' then select 'Continue to Site' to access the job application.

We strongly recommend that you read the full job pack before commencing your application, as it provides significant information about the recruitment process and instructions you need to follow when completing your application.

There are currently no vacancies. This recruitment process will establish a merit pool to fill future APS4 Child Support Service Officer roles in our 13 Smart Centre locations across Australia over the next 18 months, as vacancies arise.

Customer service means a lot to Services Australia (the agency). When you work with us, you’ll help Australian families by providing guidance, education and support to separated parents as they navigate the Child Support Scheme.

In Child Support, we transfer and pay money between parents of children when the parents are not in a relationship. Child Support helps separated parents support their children financially based on what each parent can afford.

Most work is done over the phone, where Service Officers answer incoming calls, gather information about each situation, discuss changes with both parents, and make decisions about assessments. They also make outbound calls, update systems, explain outcomes, discuss debt and negotiate and set up payment arrangements.

Service delivery roles are rewarding and challenging. Every day is different and every customer you encounter will be different. You need to be empathetic, resilient, flexible and be willing to move between different customer service channels and tasks as workload demands change.

The key duties of the position include:

- coordinate and deliver customer service support across service delivery channels, including identifying and prioritising customers who are vulnerable (including customers experiencing financial hardship and/or Family and Domestic Violence), in distress or have accessibility needs, and escalating issues where appropriate.
- resolve routine and non-routine customer enquiries at first point of contact, including directing customers to appropriate service channels and escalating complex matters where required.
- assess customer circumstances and obligations to determine and facilitate appropriate payments between separated parents,



including having conversations with customers about their income, care arrangements for children, debt, as well as negotiating payment arrangements.
- educate customers to access, navigate and interpret the Child Support Scheme, including promoting the use of self-managed and digital services.
- provide advice to customers on legislation, policy, procedures, payments and services administered by the agency.
- collaborate with team members and provide on-the-job support, guidance and feedback to support service delivery outcomes.
- identify issues and contribute to improvements in processes, service delivery and customer experience, and escalate systemic issues where appropriate.

Eligibility

Some positions may require a Current Driver’s licence or ability to travel between workplaces.

In accordance with section 22(6) of the Public Service Act 1999, Services Australia requires applicants to be Australian citizens to be eligible for employment with Services Australia.

An applicant’s suitability for employment with the agency will be assessed through a pre-employment screening process. This process includes but is not limited to a national police history check, referee checks, code of conduct check and an employment history integrity check.

You must be willing and eligible to undergo and maintain an Australian Government security clearance to the appropriate level, if applicable to the position.

You should be aware that our employees may be required to undergo ongoing suitability assessments as part of their employment with the agency.

Should you be found suitable for a role you will be required to provide proof of citizenship and if you have recently received a redundancy benefit, evidence that you have served your exclusion period. You may also be required to provide evidence of your APS employment.

The information you provide on your application, may be used as required by the agency for checks relating to your employment with us.

Notes

Working environment:





You will be working in a rostered contact centre environment where your activities, including start and finish times, are scheduled. Operating hours are primarily between 8:30am – 5:30pm.

We will invest in your learning and development starting with an initial training program (currently 20 weeks), during which you will learn a bit, then be provided with time to consolidate what you’ve learned.

During training;

- you will be supported by your trainer, Team Leader and peers.
- you are required to work standard full-time hours (8:30am to 5:00pm) to get the most out of this learning period. Once you complete your initial training, we’ll provide you with ongoing support while you continue to learn and develop your skills.

Services Australia’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.

Getting to know the Services Australia

We are one of Australia’s largest public sector employers. We are located in every capital city and over 400 local, regional, and remote locations across Australia. Job opportunities in Services Australia can be right where you are or might be right where you want to be. We are looking for people who want to work with us to deliver a simple, helpful, respectful, and transparent experience for our customers. We offer diverse employment opportunities so you can plan to take your career anywhere you want to. We celebrate people with different cultural backgrounds and disabilities. We are also a leading employer of First Nations Australians and a Platinum tier LGBTQIA+ inclusive employer. When you work with us, you will be doing something that matters and be respected for the unique views and skills that you bring. What our people say about working with us: 'It’s rare you find a job that provides such a direct link to the community’ 'You can work for the same agency for your whole career but have the opportunity to work in many different roles' 'Highly supportive team and flexible working conditions where you can be at your best'

📌 Child Support Service Officer (Perth)
🏢 Services Australia
📍 Perth