Beaumont&Beaumont are seeking an APS5 equivalent Contact Officer within the Contact & Indigenous Service Delivery Stream team of a Commonwealth Government-managed scheme. The Scheme conducts meaningful work, providing support and redress to applicants.

This role is offered on a full-time basis, with benefits such as annual leave, personal leave accrual, and 15.4% super. Successful candidates will also receive role-specific training and wellbeing support.

The team are responsible for conducting inbound and outbound calls, predominantly providing application updates and outcomes to applicants and their nominees, as well as redirecting specific enquiries to relevant internal teams.

Contact Officers assist applicants to access support services and provide assistance through all stages of the application process. These roles require candidates to interact directly with applicants and their nominees, ensuring all interactions are trauma-informed and respectful.

What you will do:

• Provide inbound and outbound telephony support to applicants, their nominees and other callers.
• Under limited direction, be accountable for organising workflow and escalating risks and issues when needed.
• Develop and maintain relationships with internal and external stakeholders to progress outcomes for applicants.
• Resolve routine and non-routine enquiries, where necessary collaborating with other teams within the Scheme to resolve complaints or systemic issues.

Our ideal candidate:

• Communicates confidently and presents verbal and written messages in a clear, concise and articulate manner.
• Understands trauma-informed principles and their importance in providing a high-level service.
• Applies legislation, policies, procedures and information management requirements.
• Demonstrates high-level accuracy and attention to detail in the processing and recording of information.
• Has the ability to self-manage in a complex, changing environment with a high workload.

To be eligible for this role, you must be willing to obtain a Baseline Security Clearance with the Australian Government Vetting Agency and be an Australian citizen.

Please note these positions require you to work on-site.

For a discreet conversation about this role, please contact the Labour Hire team on 02 6126 4500 or email [email protected], citing reference number 5542. To apply, please submit your CV in Microsoft Word format via Seek.