Our client is a government department responsible for delivering essential services to the community, operating in a fast-paced and high-volume environment where accuracy, professionalism, and care are critical.

About the Role

We’re seeking a resilient, empathetic, and customer-focused Dispute Customer Service Officer to join a dedicated team supporting frontline operations. In this role, you will be a key point of contact for the public and internal stakeholders, responsible for receiving enquiries, prioritising requests, and dispatching services efficiently while maintaining a calm and supportive approach.

This position is well suited to someone who thrives under pressure, can manage sensitive situations.

Key Responsibilities

• Receive, assess, and prioritise calls, emails, and service requests in line with departmental procedures;

• Accurately dispatch tasks and information to relevant internal teams within required timeframes;

• Provide professional, respectful, and empathetic customer service to members of the public, including during challenging interactions;

• Maintain accurate records and update information across government systems with a high level of attention to detail;

• Liaise with internal stakeholders to ensure service delivery outcomes are met;

• Follow confidentiality, privacy, and compliance requirements at all times; and

• Contribute to continuous improvement by identifying opportunities to enhance processes and customer experience.

To thrive in this role, you’ll demonstrate:

• High levels of resilience and emotional regulation in a fast-paced, high-pressure environment;

• A genuine level of empathy and the ability to communicate with sensitivity and professionalism;

• Strong attention to detail and accuracy in data entry and record-keeping;

• Excellent verbal and written communication skills;

• The ability to prioritise tasks and manage multiple competing demands; and

• A calm, solution-focused mindset when responding to complex or time-sensitive situations.

Your Background Might Include:

• Previous experience in Dispute, call centre, customer service, or government environments;

• Experience dealing with high-volume enquiries and diverse customer needs;

• Strong computer skills and confidence using multiple systems simultaneously;

• Well-developed organisational and time-management skills; and

• The ability to work effectively both independently and as part of a team.

How to Apply 
 
For more information or a confidential discussion please call Carly Aungle at u&u on 0401 046 119 quoting reference number 44036.
 
At u&u Recruitment Partners, we value diversity, equity and inclusion. We welcome applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. 
 
Should you require reasonable adjustments or have a preferred method of communication throughout the recruitment process, we encourage you to make a request via adjustments@uandu.com or phone the above-mentioned u&u consultant to discuss. In response to these requests, we will collaborate closely with you to implement the appropriate adjustments.

Additionally, for a barrier-free and inclusive online experience, you can access u&u’s opportunities using accessibility software Recite Me at https://www.uandu.com/jobs.  
 
Please submit your resume in Word format only.