McArthur is seeking experienced Client Service Officers for an exciting opportunity with a Federal Government Department based in Canberra CBD.

Working at the APS3 level, you will provide high-quality service to clients, providers and other stakeholders while undertaking a range of customer service, processing and administrative activities.

This is an excellent opportunity for candidates with experience in contact centres, government service delivery, health, insurance, banking, claims, member services or other highly regulated customer service environments.

The opportunity

- APS3 Client Service Officer
- $48.60 per hour
- 37.5 hours per week
- Immediate commencement
- Contract through to 1 March 2027
- Potential 12-month extension
- Based in Canberra CBD
- Initial training must be completed onsite
- Following training, a blended working arrangement of up to 2 days per week remotely may be available at the Department's discretion and subject to operational requirements

Key responsibilities As a Client Service Officer, your responsibilities will include:

- Responding to enquiries through rostered and ad hoc telephone queues
- Providing accurate information in accordance with established policies, procedures and guidelines
- Processing client requests and undertaking associated administrative activities
- Checking client eligibility and referring complex matters for further assessment where required
- Preparing routine correspondence and maintaining accurate client records
- Accurately entering client and service information into departmental systems
- Liaising with internal staff, external providers and other stakeholders
- Managing individual workloads and priorities in line with service standards
- Identifying and appropriately escalating complex, sensitive or higher-risk matters
- Working collaboratively with team members to achieve service delivery outcomes
- Contributing to improvements in work practices, processes and procedures





About you We are particularly interested in candidates who can demonstrate:

- Previous experience in a customer service, contact centre or client service environment
- Strong telephone communication skills and confidence managing a high volume of enquiries
- Experience undertaking administrative processing and maintaining accurate records
- Strong attention to detail and data-entry accuracy
- Ability to interpret and follow established policies, procedures and guidelines
- Confidence dealing professionally with a broad range of customers and stakeholders
- Experience handling sensitive, complex or challenging customer enquiries
- Ability to manage competing priorities and work effectively within a team environment
- Strong computer literacy and the ability to learn recent systems quickly

Experience within Federal or State Government, health services, Services Australia, DVA, NDIS, insurance, claims, banking, superannuation or another regulated service environment will be highly regarded.

Security and eligibility requirements

Applicants must

- Be an Australian Citizen
- Hold a current Baseline Security Clearance or have the ability and willingness to satisfy Baseline security clearance requirements
- Understand that successful candidates will be required to undergo security clearance processes
- Be willing to complete all initial training onsite in Canberra
- Be available to work full time, 37.5 hours per week
- Be comfortable working with sensitive and confidential information
- Be willing to sign any required confidentiality, security and related acknowledgements

If you are an experienced client service professional looking to build or continue your career within the Australian Public Service, we encourage you to apply. Apply now with an up-to-date resume outlining your relevant customer service, processing and administrative experience. If you would like to discuss any aspects fo this role further, please contact Stuart Sebiranda on (02) 9277 7042 9277 7042).

📌 Client Service Officer - Federal Government (Canberra)
🏢 Mcarthur
📍 Canberra