Luke Hargest

Service Officer

Services Australia

Penrith, NSW

09.1992 - 03.2024

Coordinated and tailored assistance for customers facing significant disadvantage or multiple barriers.
Collaborated with other staff and connected with relevant government or community services to deliver the best service offer for the customer.
Provided customer service support at the initial point of contact, including meeting, greeting, and directing customers to the appropriate service channel. Completed simple first contact resolution inquiries, identifying and prioritizing customers who were potentially vulnerable, in distress, or who have accessibility issues, and escalated potential issues to the leadership groups.
Identified opportunities for business and process improvement, offered solutions to the local leadership team, and supported change.
Provided on-the-job support and training to other service officers to deliver services and support their development.
Provided advice, procedural guidance, and checked the work quality for other service officers.
Assisted customers to access, navigate, or interpret services across a range of payments, programs, and services.
Actively promoted, demonstrated, and, where appropriate, referred customers to the agency's self-managed and digital services.
Resolved routine and non-routine customer inquiries.
Resolved routine and non-routine customer complaints, including those received from the feedback and complaints line, and escalated complex complaints and/or systemic issues. Assessed customer needs, requirements, entitlements, and obligations. Determined and facilitated payments to customers, and payments made by customers. Advised customers on legislation, policy, procedures, payments, and services administered by the agency. Exercised appropriate delegations in accordance with legislation and guidelines.

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