The role
In these roles, you could be responsible for delivering a range of customer service functions, including call centre or processing work; face to face services; debt management; compliance; program management; service desk support and exercising delegations in accordance with legislation and guidelines.
The types of positions that may be filled from this register include, but are not limited to:
APS3 Service Officer
Assist customers across a range of payments, programs and services and work across one or more service delivery channels (inbound and outbound telephony, face-to-face or processing). Assess customer and stakeholder needs and encourage the use of self-service or digital service options. Deliver integrated and connected services that meet customer needs.
APS4 Service Officer
Work across one or more service delivery channels (inbound and outbound telephony, face-to-face or processing) to provide tailored service to customers, some of whom may be facing significant disadvantage or multiple complex challenges. Assess the customer needs and determine entitlements and obligations. Work in close partnership with key stakeholders to support the delivery of quality programs and services. Provide peer support to staff, review decisions, provide quality assurance and manage complaints from customers.
Job description
Services Australia maintains a register of people interested in temporary (non-ongoing) employment opportunities in various roles, levels, and locations throughout Australia.
Customer service means a lot to our agency. When you work with us, you’ll support the Australian community when they need government services. You’ll help make accessing these services simple so people can get on with their lives.
Our service delivery staff respond to a broad range of complex customer circumstances in a fast-paced, dynamic environment.
Our roles connect with customers in person, over the phone and online to deliver Centrelink, Child Support and Medicare services.
This register may be used fill positions on a non-ongoing or casual basis for either a specified term or the duration of a specified task.
Non-ongoing opportunities may be offered with an initial engagement of up to 12 months, plus one extension of up to 6 months (totalling a maximum contract period of 18 months).
Eligibility requirements
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.
Some positions within Services Australia may be required to work in settings where mandatory vaccinations are required. Staff in such positions will need to demonstrate that they meet the vaccination requirements or have a relevant exemption.
About the agency
We touch the lives of nearly every Australian. We’re responsible for helping people meet life’s challenges, but we don’t just serve the community we work with, we’re part of it. As one of Australia’s largest public sector employers, we offer meaningful work in every corner of the country. We’re one agency with many possibilities. When you work with us, you’ll be doing something that matters, and you’ll be valued for the unique views and skills you bring to the agency. We embrace and celebrate our diversity, and we’re proud to be a leading employer of First Nations Australians and a Platinum tier LGBTQIA+ inclusive employer. Are you interested in being part of a large organisation with a strong future? We’re looking for people who want to work with us to deliver our vision of making government services simple so people can get on with their lives. - https://www.servicesaustralia.gov.au/why-you-should-work-with-us?context=22Notes
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.
Temporary Employment Registers are open for candidates to submit interest for non-ongoing employment within Services Australia. Submitting an application to a Temporary Employment Register does not guarantee you will receive an offer of temporary employment.