APS4 Employment Services Officer (Contact Centre)

About this role

As an APS4 Employment Services Officer you will deliver high-quality frontline services to our customers. Reporting to an APS6 Team Leader, you will work in a structured, high-volume environment, supporting customers across multiple channels including but not limited to phone, email and webform.

You will assess customers’ individual needs, provide personalised assistance and tailored career support to help participants move into employment more quickly and sustainably. You will make decisions and provide guidance in line with policy and program requirements. The role requires sound judgement, strong communication skills and the ability to manage competing priorities in real time.

The Employment Services Officer role operates in a fast-paced and at times psychosocially demanding environment requiring resilience, professionalism and the ability to manage challenging or sensitive interactions.

Responsibilities of the APS4 Employment Services Officer include:

• Providing a first point of contact for customers including provision of guidance, support and advice tailored to individual needs in a timely manner. Tailored interventions will include guiding customers to source the information they need themselves, building their capability. • Applying judgement and discretionary decision making to determine customer needs and requirements, tailoring servicing, and referring to relevant government or community services where relevant. • Employing a flexible approach to day-to-day work changes and shifting priorities. • Receiving and handling employment services complaints, ensuring issues are resolved or escalated appropriately in line with departmental guidance. • Communicate clearly and professionally, both verbally and in writing, adapting communication style to suit different audiences and circumstances. • Respond to a range of enquiries and requests, including those requiring sensitivity and sound judgement, within agreed timeframes and in accordance with policy and procedures. • Maintaining privacy and accurate records within departmental systems to support the actioning of requests related to the release of information. • Researching, analysing, and making informed decisions based on the legislation, resources and guidelines provided. • Evaluating eligibility, assessing and considering approval for payment of items in line with relevant employment funding guidelines. • Contributing to a positive team environment, including identifying learning opportunities in a service delivery environment and providing mentoring to staff of lower classification levels where required. • Navigating multiple IT systems concurrently while responding to customer interactions, maintaining accuracy, efficiency, and effective communication through both verbal and written channels. • A commitment to working in a scheduled environment, demonstrating reliability, punctuality, and strict adherence to set rosters, or standard operating hours.