JADE CRANE
Brisbane
Overview
1
1
year of professional experience
Work History
Service Officer
Services Australia
06.2023 - Current
- I work with more complex issues
- I help customers who are experiencing significant disadvantage and have complex issues
- Assessing Customer needs
- Determining customer’s entitlements and obligations
- Provide advice, procedural guidance and on-the-job support to other service officers
- Quality checking Service officers work
- Advise customers on legislation, policy, procedures payments and services administered by the department
- Resolve routine customer complaints, and escalate complex complaints and/or systemic issues.
Service Officer
Services Australia
06.2022 - 06.2023
- Assist customers to access, navigate or interpret services across a range of payments, programmes and services
- Actively promote, demonstrate and, where appropriate, refer customers to the department's self-managed and digital services
- Resolve routine customer enquiries and escalate where appropriate through formal channels
- Assess customer's needs, requirements, entitlements and obligations
- Determine and facilitate payments to customers, including payments made by customers
- Advise customers on legislation, policy, procedures payments and services administered by the department
- Resolve routine customer complaints, and escalate complex complaints and/or systemic issues
- Provide customer service support at initial point of contact, including meeting, greeting and streaming customers to the appropriate service channel
- Completing simple first contact resolution enquiries, identifying and prioritising customers who are potentially vulnerable, in
- Page 2 distress or who have accessibility issues, and escalating potential issues to the leadership team
- Work with service officers to ensure the correct provision of services, payments and information, and escalate enquiries through formal channels where appropriate
- Participate in quality assurance activities and check adherence with relevant legislation
- Actively participate in business improvement programmes involving changes to processes and functions
- Exercise appropriate delegations in accordance with legislation and guidelines
Education
DIPLOMA OF GOVERNMENT -
CANBERRA INSTITUTE OF TECHNOLOGY
2023
Timeline
Service Officer
Services Australia
06.2023 - Current
Service Officer
Services Australia
06.2022 - 06.2023
DIPLOMA OF GOVERNMENT -
CANBERRA INSTITUTE OF TECHNOLOGY
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