Customer Service Officer – Services Australia

Be the first point of contact for Australians accessing essential government services.

Location: Multiple locations across Australia (Sydney, Melbourne, Brisbane, Adelaide, Perth, Regional Centres)

Job Overview

As a **Customer Service Officer (CSO)** at Services Australia, you’ll be the first point of contact for Australians accessing government services such as Medicare, Centrelink, and Child Support. This role is ideal for compassionate individuals who are skilled in communication and enjoy helping others navigate complex systems with clarity and empathy.

Job Details

  • Position Title: Customer Service Officer (CSO)
  • Organization: Services Australia
  • Location: Multiple locations across Australia (Sydney, Melbourne, Brisbane, Adelaide, Perth, Regional Centres)
  • Job Type: Full-Time / Ongoing & Non-Ongoing Opportunities
  • Department: Customer Service Delivery

What’s on Offer

  • Competitive salary (APS Level 3–4) with salary packaging options.
  • **15.4% superannuation**.
  • Flexible work hours and leave benefits.
  • Extensive training and professional development.
  • Pathways for career progression within the Australian Public Service (APS).
  • Inclusive, diverse, and supportive team environment.

Key Responsibilities

  • Assist customers in person, online, and via phone with inquiries about government payments and services.
  • Guide customers through digital platforms and self-service options.
  • Handle sensitive or confidential personal information with professionalism and integrity.
  • Resolve queries, escalate issues, and follow through to ensure satisfactory outcomes.
  • Promote a customer-focused culture and adhere to service delivery standards.
  • Maintain accurate records and case notes using internal systems.

Direct Impact on Australians

This role offers a chance to directly assist and support Australians in accessing critical government services, making a tangible difference in people's lives every day.

Required & Desirable Attributes

Required Qualifications

  • Education: Year 12 completion or equivalent work experience.
  • **Australian Citizenship (mandatory for government roles)**.
  • Communication: Strong communication, listening, and interpersonal skills.
  • Technical: Basic proficiency with computer systems and ability to learn new software quickly.
  • Soft Skills: Demonstrated ability to remain calm under pressure and manage difficult conversations with empathy.

Desirable Attributes

  • Multilingual skills or experience working with diverse communities.
  • Prior experience in customer service, call centres, social work, or community services.
  • Knowledge of Centrelink, Medicare, or Child Support processes (training provided).
  • Commitment to public service and supporting vulnerable Australians.

Ideal Candidate Profile

We are seeking empathetic and resilient individuals with excellent communication skills, a knack for problem-solving, and a genuine desire to provide high-quality support to the Australian public.

How to Apply

Visit the **Services Australia Careers Portal**, search for “Customer Service Officer” under current vacancies, and submit an application including your resume, cover letter addressing selection criteria, and any supporting documents as listed.

Application Tips

  • Ensure your resume highlights any customer service experience and your ability to work with diverse populations.
  • Your cover letter should explicitly address how you meet the selection criteria, providing specific examples of your communication and problem-solving skills.
  • Emphasize your understanding of and commitment to public service.