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Nt Department Of Veteran Affairs - Aps3 Service Support Officer

DFP Recruitment Services Pty Ltd - Darwin, NT

Administration & Secretarial
Source: uWorkin


  • Full time hours, Winnellie, NT
  • 12 month contract with possible extension
  • Flexible start times

Open Arms – Veterans & Families Counselling Service is Australia’s leading provider of mental health and wellbeing support to veterans and their families.
The Opportunity
A Service Support Officer will provide operational and administrative support to the regional service delivery teams which may include a mix of front reception, administration, procedural, information technology and other service delivery activities.
The successful candidate must also be prepared to work alternating weeks in the Palmerston Office on an ongoing basis.
The key role for a Service Support Officer is to provide the front line of customer service for clients who may be facing significant or complex challenges. This customer service will be provided in person (at front reception) or via telephone. The Service Support Officer will be required to exercise a degree of discretion to assist the clients with less complex requests. This may involve collaborating with others and connecting with other regional offices, relevant government or community services to deliver the best service offer.

  • Provide client service support at initial point of contact, including meeting, greeting and streaming clients to the appropriate service channel, completing simple first contact resolution enquiries, identifying and prioritising clients who are potentially vulnerable, in distress or who have accessibility issues and escalating potential issues as required
  • Assist with client appointments, counsellor diary management and SMS reminders
  • Assist with client file management including ROIs, AfS Referrals, data entry, scanning and uploading documents
  • Process Outreach client allocations, referrals and other file management activities
  • Process invoices accurately and in a timely manner
  • Process travel requests for the regional staff
  • Manage the region’s correspondence workflows (email, mail, TRIM)
  • Assist in meeting National Office requests by collating data and reports, audits

About you:
You will present with a high level of personal resilience and the ability to deal with emotional and challenging customer circumstances and high workload demands. This role will involve liaising with clients on a face-to-face basis and at times, handling challenging conversations.
To be successful in this role you will ideally have proven experience within a customer service environment, ideally within a Government setting.
In addition, you will demonstrate the following skills and experience:

  • Advanced MS Office Suite
  • Sound Office Support/Administration skills and experience
  • Strong Customer Service experience
  • Strong communication skills, both verbal and written
  • Excellent interpersonal skills
  • Strong organisational skills
  • A high attention to detail

Should you wish to be considered for this great government opportunity please submit your CV via the Apply Now button. We look forward to speaking with you soon.
8400 4400