Client Services Officer

The Opportunity

This is a fantastic opportunity for experienced customer service professionals to join a Federal Government client on an initial 6-month contract, with the potential for a 12-month extension.

As a Client Services Officer, you will play an important role in supporting veterans and their families by providing clear, accurate and compassionate guidance on available services. You'll assist with enquiries, assess eligibility and help clients navigate support processes, often during complex or sensitive conversations.

To succeed, you'll bring strong client service experience, excellent communication skills and the ability to adapt confidently to a range of situations. You'll be comfortable handling challenging conversations while providing clear, professional and empathetic support.

Based in Melbourne's CBD, the role offers an initial period of on-site training, followed by the potential for a blended working arrangement. With a short recruitment window, applications will be reviewed as they are received -so if this sounds like the right opportunity for you, don't hesitate to apply!

Key responsibilities include, but are not limited to:

• Deliver responsive client service to veterans, providers and stakeholders via phone and other approved channels.
• Process treatment requests, policy or service transactions, eligibility checks and administrative activities accurately and within required timeframes.
• Provide accurate information, guidance and routine correspondence in line with relevant policies, procedures, scripts and delegated authorities.
• Maintain accurate records and client data, managing workload priorities and reporting requirements effectively.
• Identify and promptly escalate complex, high-risk or sensitive matters, including complaints, privacy concerns and suspected fraud.
• Collaborate with the team to achieve business outcomes, contribute to continuous improvement and actively develop knowledge and capability.

Success Criteria:

• Demonstrated experience in a client support role, including multiple communication channels, and available services.
• Clear and accurate verbal and written communication skills.
• An ability to adapt to various clients' needs that may be complex, high-risk or urgent.
• An ability to follow and learn policy and legislation and interpret them in decision making processes.
• A passion for supporting communities and making a difference to everyday lives!

To be considered for this role, candidates must be an Australian Citizen and can pass a Baseline Security Clearance.

If this is the perfect opportunity for you, please click 'Apply Now' and submit your resume and cover letter to this job advert. Should you have any questions regarding the position please don't hesitate to contact Josh at '[email protected]' or [03 9828 6565](tel:03 9828 6565).