APS4 Child Support Service Officer

Customer service means a lot to Services Australia (the agency). When you work with us, you’ll help Australian families by providing guidance, education and support to separated parents as they navigate the Child Support Scheme.

In Child Support, we transfer and pay money between parents of children when the parents are not in a relationship. Child Support helps separated parents support their children financially based on what each parent can afford. Most work is done over the phone, where Service Officers answer incoming calls, gather information about each situation, discuss changes with both parents, and make decisions about assessments. They also make outbound calls, update systems, explain outcomes, discuss debt and negotiate and set up payment arrangements.

Service delivery roles:

• are rewarding and challenging.
• are different every day and every customer you encounter will be different.

Service Delivery officers are:

• empathetic, resilient, and flexible.
• ready to help people.
• willing to move between different customer service channels and tasks as workload demands change.

You will be working in a rostered contact centre environment where your activities, including start and finish times, are scheduled. Operating hours are primarily between 8:30am – 5:30pm.

We will invest in your learning and development starting with an initial training program (currently 20 weeks), during which you will learn a bit, then be provided with time to consolidate what you’ve learned.

Work arrangement: This vacancy has been advertised as "Hybrid" to align with the available options in the SEEK advertising platform. At Services Australia, flexible work arrangements are available and are considered in accordance with business needs, operational requirements and the Enterprise Agreement. Office arrangements may be negotiated with the successful candidate aligned to the gazettal and job pack.