We are looking for Customer Contact Officer to work with our client in the Federal Government space! APS4 Level Location: Melbourne Or Brisbane Key Accountabilities: Communicate with internal and external stakeholders and provide advice on a range of matters including moderately complex enquiries and out of scope enquiries Provide accurate and timely support and guidance to consumers via phone, email, online and post Collect, collate and consider information about complaints in preparation for allocation Assess and escalate risks regarding more complex enquiries, and complaints to senior officers Applying knowledge of procedures, legislation and delegation to resolve enquiries and escalate matters in a timely manner while meeting agreed SLA Identify and priorities consumer who may be experiencing vulnerable circumstances, in distress or who have accessibility needs, and escalating potential issues to the leadership team Maintain accurate records of interactions in the case management system Ideal candidate will have: Demonstrated customer service experience providing advice and responses to customer enquiries Ability to research, analyse and apply judgement of procedures and legislation to appropriately escalate as required Developed interpersonal and written communication skills to actively listen, be resilient, tailor communication to various audiences, and confidently discuss customer concerns and expectations Experience having difficult conversations or challenging customer enquiries Good attention to detail Demonstrated internal and external stakeholder management skills Ability to work collaboratively with the team to share knowledge and contribute to continuous improvements to enhance service delivery and customer satisfaction Effective time management skills to manage high-volume customer enquiries in accordance with the agreed service level agreement. These positions are open only to Aboriginal and Torres Strait Islander applicants under Affirmative Measures – Indigenous If you’re interested in this unique opportunity to help shape better healthcare outcomes for First Nations peoples at a national level, working in a supportive environment where your expertise and lived experience will be valued, we’d love to hear from you! Diversity, Equity & Inclusion at Hudson Hudson is committed to helping you find a workplace where you feel respected, supported, and free to thrive. We welcome applications from all backgrounds, identities, and lived experiences—because when different voices come together, amazing things happen . Casual Loading Please note for all Australian based contract and temporary roles only, the pay rate is inclusive of mandatory 25% casual loading. This excludes permanent and fixed term roles.
