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APS 3 Contact Centre Support Officer

APS 3 Contact Centre Support Officer

  • Contract for 12 months with scope for extension
  • Brisbane, QLD
  • Inbound Call Centre experience

The successful candidate provides the front line of customer service for clients who may be facing significant or complex challenges.  You will be responsible for the accurate recording of clients’ details before transferring the client to an Intake Clinician for an intake assessment.
Please note this is a full-time position, 7.5hrs per day – shifts ranging from 7:00am– 8:00pm, Monday – Friday. You will need to be willing to work in a rostered environment and adhere to work schedules.


  • Provide customer service support at initial point of contact, streaming customers to the appropriate service channel, completing simple first contact resolution enquiries, identifying and prioritising customers who are potentially vulnerable, in distress or who have accessibility issues, and escalating potential issues to the leadership group
  • Process referrals, reschedules and cancellations
  • Ensuring escalated cases are identified and promptly transferred to an Intake Clinician
  • Liaison with internal and external stakeholders in relation to the service provided by the Client Assist Contact Centre
  • Relevant and quality record keeping and documentation regarding client information

We are seeking suitable candidates who can effectively communicate, enjoy engaging with various people, are IT savvy and enjoy a fast paced, busy environment. Inbound call centre experience is desirable.
This opportunity is within the Australian Public Service.  In order to be considered, please note that candidates must be an Australian Citizen at time of application.

If you would like additional information on this role please contact Kathryn on 0493 138 978 or email Kathryn.buttigieg@calleo.com.au
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