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Client Service Officers - Contact Centre | Nsw State Government


Any Industry
Source: uWorkin


25 x Professional & empathetic Client Service Officers with experience working with VULNERABLE clients / Community services required to commence ASAP

  • $30 per hour + Super | 37.5hours per week, rotating rosters 8am-6pm Monday to Friday
  • Liverpool + Work from Home Opportunity | Regional NSW applicants encouraged to apply
  • ASAP Start | Estimated 6-month temp assignment, strong potential to extend

About the Company
Our NSW State Government client is one of the largest providers of social housing in the world, providing a range of housing solutions to meet the needs of today’s community.

About the Role
They are currently seeking multiple Client Service Officers with Contact Centre experience to join their team in Liverpool, with the opportunity to work remotely from home. This is an estimated 6-month temp assignment, with a potential to extend. You will be required to be flexible to work across a rotating roster between the hours of 8am-6pm, Monday to Friday.

Regional NSW, Interstate and Indigenous applicants encouraged to apply

Reporting to the Manager, you will be required to act as the first point of contact to vulnerable members of the community, providing detailed information around the Departments product and services to enhance client awareness to meet their immediate and complex needs. This role also includes processing applications and outbound calls to facilitate the completion of specialised projects and client wellbeing checks. You will be trained in a variety of initiatives ranging from General Enquiries line, Client Feedback and Complaints line, Bond Loan Accounts Line, Link2home and General Enquiries line.

In this rewarding role, you will be undertaking the following duties –

  • Act as the first point of contact within a high-volume contact centre environment
  • Respond to customer enquiries in a timely and accurate manner
  • Deliver high level, professional and empathetic customer service to vulnerable clients
  • Provide information, enhancing customer awareness of products and services available to meet their immediate and complex needs
  • Answer inbound calls on the General Enquiries Line, Client Feedback and Complaints Line, Disaster Welfare, Bond Loan and Rent Start Enquiries Line along with the Line2home Line
  • Make an assessment based on the information provided to determine eligibility
  • High volume and accurately processing of assistance applications
  • Undertake outbound calls to vulnerable clients to facilitate wellbeing checks and completion of ad-hoc projects
  • Follow up on referrals, applications and tenancy related issues facilitating the resolution of customer complaints
  • Capture, process and lodge all call records
  • Records and database management, ensuring high integrity, accuracy and confidentiality
  • Ensure compliance with best practice, standards and legislation
  • Contribute to continuous improvement initiatives
  • Comply with all privacy and confidentiality legislative obligations, ensuring information integrity is not compromised
  • Adhere to Contact Centre daily and monthly KPI’s

About you
To be successful in this great assignment you will have the following –

  • Professional, resilient and confident with a customer service delivery focus
  • Empathetic nature with remarkable interpersonal skills
  • Impeccable communication skills, both verbal and written
  • Proven experience in working with vulnerable clients or a complex/sensitive/confidential environment
  • Minimum 2-3 years high-volume contact centre experience
  • High attention to detail
  • Superior organisational skills with the ability to multi-task and prioritise conflicting deadlines
  • Strong computer literacy and proficiency with MS office suite
  • Reliable remote internet access
  • Flexibility to work a rotating roster between the hours of 8am-6pm Monday’s to Friday’s
  • Willingness to undergo a National Police Check
  • Commitment to commence on 15th June 2021
  • Ability to commence and commit to the duration of the assignment

How to Apply
Applications will be reviewed within 48 hours of the job posting. Please apply by submitting your resume (in Word format) via the “Apply Now” tab to be considered for the role. Only suitable applicants will be contacted.

For other similar roles currently available, please go to our Government jobs page https://www.alexanderappointments.com.au/advancedsearch.aspx?search=1&professionid=21

We also encourage you to visit our website and create a job alert that will immediately flag you when new opportunities appear https://www.alexanderappointments.com.au/member/createjobalert.aspx