Angela Abbott

Role Overview:

Support customers to self-manage their affairs by providing tailored guidance, education, and access to integrated services. Partner closely with internal and external stakeholders to deliver high-quality programs that maximize outcomes for customers and government. Work with individuals experiencing significant disadvantages or complex challenges, coordinating assistance across multiple service delivery channels. Operate within legislative and policy frameworks while exercising sound judgment in interpreting procedures and guidelines.

Key Responsibilities Within the Role:

• Coordinate and tailor support for customers facing multiple barriers, including individual support, and assisting with vocational skill development to enhance training and employment opportunities.
• Collaborate with colleagues, and connect customers with relevant government and community services to ensure a holistic and effective service experience.
• Provide frontline customer service, including greeting and triaging customers, resolving simple inquiries, identifying vulnerable or distressed individuals, and escalating issues to leadership when required.
• Identify opportunities for business and process improvement, propose solutions, and support the implementation of change initiatives.
• Deliver on-the-job coaching, guidance, and training to other service officers to support capability development, and consistent service delivery.