Job Title

We are currently seeking motivated and passionateCustomer Service Officers for a federal government agency, based in Adelaide. About the RoleAs a Customer Service Officer, you will be the first point of contact for participants, employers and members of the public, delivering high-quality service across a range of channels. You will manage enquiries, resolve complex cases and apply sound judgement in line with legislative and policy frameworks, all within a fast-paced contact centre environment. Key Responsibilities Provide guidance, support and advice tailored to individual participant needsManage and resolve complex cases, escalating where requiredConduct assessments and apply effective issue resolution strategiesMaintain accurate records within CRM systemsNavigate multiple IT systems simultaneously in a real-time environmentAssess and manage participant funding requests in line with guidelinesApply judgement to determine eligibility and approve payments within delegationIdentify learning opportunities and mentor lower-level staff as requiredAbout You Strong customer service focus with a genuine desire to help othersExcellent communication skills, with the ability to tailor messaging and resolve issuesAbility to work autonomously and exercise sound judgementComfortable working in a high-volume, digital contact centre environmentAdaptable, resilient and able to manage changing prioritiesExperience working within large or geographically dispersed teams will be highly regardedMandatory Requirements Australian citizenshipWillingness to consent to a National Police CheckAbility to obtain and maintain a Baseline Security ClearanceWhat''s on Offer APS4-equivalent casual contractFull-time hours with flexibility available after probationAdelaide-based role within a federal government agencyOpportunity to contribute to meaningful public service outcomesIf you are interested in providing support to your community members in an exciting and fast-paced environment, please APPLY NOWSuccessful candidates will be contacted by a DFP recruitment specialist. Please forward any questions to Sophie Haines via or Applicants new to DFP may be asked to provide additional information including work rights status via a survey link if requested, we ask that you provide this information in order to expedite your application.DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise viaor and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.By clicking ''apply'', you give consent that DFP may use your personal information to process your job application and to contact you for future employment opportunities. For further information on how DFP process your personal information please review the DFP Information Collection and Privacy Policy viaDo not submit any sensitive personal information in your resume.