Client Engagement Officer

Health and Community Services Directorate; Canberra; On-site; AUD 60,000 - 80,000; Full time

Job summary

Health and Community Services Directorate in Canberra is seeking candidates for a Customer Services role within the Client Engagement Team, comprising Call Centre, Rebates, and Housing Service Centre functions. Team members rotate through each function and support service delivery across intake, housing applications, and rent rebate assessments.

Aboriginal and/or Torres Strait Islander Identified position; WWVP registration required prior to commencing.

Responsibilities

• Serve as front-line contact for housing, rebates, and call centre inquiries.
• Collaborate across teams to support service delivery and workload management.

Job description

Health and Community Services Directorate - Canberra ACT

Details:

The Client Engagement Team comprises the Call Centre Team, the Rebates Team, and the Housing Service Centre Team. Team members work collaboratively across these areas, regularly rotating through each function and applying their skills and experience to support service delivery.

The Call Centre Team manages up to 200 calls per day and is also responsible for a range of administrative tasks. Work is undertaken on a rotational basis, with all team members contributing to the effective management of workload and client enquiries.

The Housing Service Centre Team provides face-to-face service to clients and assists with a broad range of enquiries. The team also manages a dedicated inbox through which applicants submit housing applications and supporting documentation electronically.

The Rebates Team processes approximately 18,000 rebate assessments annually. This work involves calculating tenants' rent and assessing eligibility for rental rebates over a 12-month period, ensuring accurate and timely outcomes for clients.

Health and Community Services Directorate (HCSD) is an inclusive employer where all people are respected and valued for their contribution. We strongly encourage and welcome applications from Aboriginal and/or Torres Strait Islander people, People with Disability, people from culturally and linguistically diverse backgrounds, veterans, mature age workers and lesbian, gay, bisexual, transgender, intersex and queer (LGBTIQ) people.

Eligibility/Other Requirements:

• Please note, this is an Aboriginal and/or Torres Strait Islander Identified position. This is an Identified position in accordance with Section 27(4) of the Public Sector Management Act 1994 and is only open to an Aboriginal and/or Torres Strait Islander person.
• Prior to commencing this role, a current registration issued under the Working with Vulnerable People (Background Checking) Act 2011 is required. For further information on Working with Vulnerable People registration refer to - Apply for or renew a WWVP registration - Access Canberra

Note:

A merit pool or merit list will be established from this selection process and will be used to fill vacancies over the next 12 months.

Applicants should note that a Joint Selection Committee (JSC) established in accordance with the collective/enterprise agreement provisions will assess all applications for this position.