Your new company

I am seeking multiple APS3 Customer Service Officers to join a leading Australian Government agency dedicated to supporting veterans, their families, and the wider community. This organisation delivers essential health, insurance, and support services while maintaining a strong focus on customer care, service excellence, and continuous improvement.

Your new role

We are seeking a motivated and customer-focused Client Service Officer to join a busy and supportive team based in Surry Hills, Sydney CBD.

In this role, you will be the first point of contact for clients, veterans, healthcare providers, and other stakeholders, providing high-quality support and administrative services. You will assist with enquiries, process requests, maintain accurate records, and contribute to the delivery of important government services.

Key responsibilities include

- Responding to client enquiries via phone and approved communication channels
- Providing accurate information in line with policies, procedures, and privacy requirements
- Processing treatment requests, insurance policy enquiries, and administrative transactions
- Preparing routine correspondence and maintaining accurate records
- Updating customer details, renewals, cancellations, and payment-related enquiries
- Checking eligibility and escalating complex matters when required
- Managing workloads and meeting service delivery standards
- Identifying and escalating complaints, vulnerable customer matters, and privacy concerns
- Liaising with internal teams and external stakeholders to support service delivery
- Contributing to team meetings,



training, and continuous improvement initiatives
- Maintaining accurate client and service records within agency systems

What you'll need to succeed To be successful in this role, you will have:
- Previous experience in customer service, client service, contact centres, administration, insurance, government, or a similar environment
- Excellent verbal and written communication skills
- Robust attention to detail and the ability to maintain accurate records
- The ability to manage competing priorities and work within established procedures
- A proactive and positive approach to client service
- Strong computer literacy and confidence using multiple systems
- The ability to work independently and collaboratively within a team
- A commitment to privacy, confidentiality, and compliance requirements
- Ability to complete required background checks and provide proof of working rights in Australia.

What you'll get in return
- $48.60 per hour plus super
- 37.5-hour working week
- 6-month contract through to 1 March 2027
- Convenient Surry Hills CBD location
- Comprehensive training provided on-site
- Potential for a blended work arrangement following training (up to 3 days in the office and 2 days from home, subject to business requirements and approval)
- Opportunity to gain valuable experience within a respected government agency
- Supportive team culture focused on service excellence

What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV to Niamh Kelly via [email protected]

📌 Client Service Officer (Sydney)
🏢 Hays | Policy u0026 Strategy
📍 Sydney