APS4 Client Services Officer

Onpoint 365; Canberra; On-site; AUD 74,000 - 80,000; Full time

Job summary

Onpoint 365 in Canberra is seeking an APS4 Client Services Officer to provide information, guidance and support to individuals navigating sensitive personal circumstances. You will work in a trauma-informed environment, handling enquiries and coordinating outcomes with care and professionalism.

The role demands empathy, resilience and strong communication as you engage a diverse range of stakeholders, manage records, and contribute to continuous improvement while delivering accurate advice and

Qualifications

• Strong communication and interpersonal skills.
• Empathetic client service approach.
• Experience handling sensitive matters with discretion.
• Excellent organizational and multitasking abilities.
• Analytical and problem-solving capabilities.
• Ability to build stakeholder relationships.
• Resilience and adaptability in a dynamic environment.

Responsibilities

• Serve as central point of contact for clients via phone, email, and written correspondence.
• Provide trauma-informed client service for complex matters.
• Assess needs and apply policies to determine outcomes.
• Manage enquiries in fast-paced environment with sound judgement.
• Maintain records and documentation in systems.
• Support information resources and guidance materials.
• Assist with administrative, financial and supplier processes.
• Contribute to continuous improvement and system development.
• Represent organisation professionally with stakeholders.

Skills

Communication skills

Empathy

Discretion

Organization

Analytical thinking

Stakeholder management

Resilience

Job description

APS4 Client Services Officer

Location: Canberra, ACT. Duration: 12 months with potential 12-month extension. Rate: $54-$58 per hour. Clearance: Baseline.

About the Role

Our federal government client is seeking a compassionate and client-focused APS4 Client Services Officer to provide information, guidance and support to individuals navigating sensitive and often complex personal circumstances. Working within a trauma-informed service environment, you will assist clients and stakeholders by providing accurate advice, managing enquiries, coordinating outcomes, and supporting the delivery of important services. This role requires a high level of empathy, emotional intelligence and resilience when engaging with people who may be experiencing distress, grief or other challenging situations. You will work both independently and as part of a collaborative team, liaising with a diverse range of stakeholders to ensure enquiries and requests are managed professionally, efficiently and with care.

Key Responsibilities

• Act as a central point of contact for clients and stakeholders, providing accurate, timely and sensitive information and support via phone, email and written correspondence.
• Deliver trauma-informed client service by professionally managing complex or sensitive matters and supporting individuals experiencing difficult circumstances.
• Assess client needs, interpret relevant information and apply policies, procedures and guidelines to determine appropriate outcomes.
• Manage enquiries and requests within a fast-paced operational environment, exercising sound judgement, initiative and attention to detail.
• Build and maintain productive relationships with a broad range of internal and external stakeholders.
• Prepare correspondence, responses to enquiries, reports and other written materials.
• Contribute to the development and maintenance of information resources, guidance materials and communication products.
• Support administrative, financial and supplier-related processes, including monitoring work progress, actioning enquiries and assisting with invoice processing.
• Maintain accurate records and documentation within relevant systems.
• Contribute to continuous improvement activities, business process enhancements and system development initiatives.
• Work collaboratively with colleagues and represent the organisation in a professional and respectful manner.

About You

• Strong communication and interpersonal skills.
• A compassionate and empathetic approach to client service.
• Experience dealing with sensitive or emotionally complex matters with professionalism and discretion.
• Excellent organisational skills and the ability to manage competing priorities.
• Strong analytical and problem-solving capabilities.
• The ability to build and maintain effective stakeholder relationships.
• Resilience, adaptability and sound judgement in a dynamic environment.
• A commitment to delivering high-quality client outcomes and continuous improvement.

Mandatory Requirement

• Ability to work from an office location in Canberra.

Our Commitment

We are committed to inclusive and culturally safe recruitment practices and welcome applications from people of all backgrounds, experiences, and career stages. We particularly encourage Aboriginal and Torres Strait Islander peoples to apply.