Job Description

ACT Government Contract(Full Time)

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Federal Government opportunity for an experienced client service professional. $48.60/hr, full-time contract based in Canberra CBD.

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- Client service, processing and administration focused role
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- Canberra CBD | Onsite training with potential hybrid work
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McArthur is seeking experienced Client Service Officers for an exciting opportunity with a Federal Government Department based in Canberra CBD.

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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.

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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.

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The opportunity

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- APS3 Client Service Officer
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- $48.60 per hour
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- 37.5 hours per week
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- Immediate commencement
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- Contract through to 1 March 2027
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- Potential 12-month extension
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- Based in Canberra CBD
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- Initial training must be completed onsite
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- 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
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Key responsibilities

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As a Client Service Officer, your responsibilities will include:

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

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We are particularly interested in candidates who can demonstrate:

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

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Security and eligibility requirements

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Applicants must:

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

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📌 Client Service Officer - Federal Government (Canberra)
🏢 Wellington Shire Council
📍 Canberra