Customer Support Officer

More Than Just a Job!

At Communities we play a vital role in supporting and strengthening communities across Western Australia. We provide services and work with our partners to keep children safe, provide vital community services, including in emergencies, address homelessness, prevent family and domestic violence and provide stewardship for the disability sector. Our work also includes regulating early childhood education and care and leading initiatives across women’s interests, youth, seniors and ageing, carers, and volunteering.

Why Work With Us?

• We offer some of the most competitive public sector wages in Australia.
• Flexible work options – flexi leave, banked leave and public service holidays.
• More for your future – 12 per cent employer super contributions.
• Smart salary packaging – novated leases & work laptops.

Read more about the benefits of working with us.

Your Role. Your Impact.

Step into the world of Working with Children Screening or NDIS Screening, where your work is more than just a job.

As a Customer Support Officer, you will be the first point of contact for members of the community accessing the Working with Children Screening Unit’s or NDIS Worker Screening Unit’s services, and you will be responsible for:

• liaising with and informing stakeholders regarding processes and requirements to comply with the Working with Children (Screening) Act 2004 (WWC Act) or the National Disability Insurance Scheme (Worker Screening) Act 2020 (NDIS Worker Screening Act),
• Answering queries and correspondence received from stakeholders about the services of the Screening Units and the operation and scope of the relevant legislation.
• Referring requests for information or assistance appropriately, internally or externally, with supporting documentation if required, as well as preparing written responses in accordance with legislative requirements, policy and procedures.
• Processing applications, trouble shooting, resolving issues and seeking additional information from stakeholders while undertaking low-level complaint resolution towards positive outcomes for customers.

We believe all our people are leaders, regardless of their role. Our Leadership Expectations, outlined in Building Leadership Impact, describe the behaviours and mindsets we value. The leadership context for this position is Personal Leadership.

If you’d like to know more about the team or the role, connect with Lisa Macri, Customer Support Coordinator, on (08) 6215 2***.

For more details, please refer to the attached Job Description Form (JDF).

Opportunities Available

This recruitment pool may be used to fill various fixed term and/or permanent, full-time and part-time positions arising within the next 12 months.

Applicants will be considered for vacancies in the location of the advertised role/location preferences specified in their application

How to Apply – It’s Easy

Select “Apply for Job” and upload the following documents (Word or PDF only):

1. Your current resume/CV.
2. A short-written statement up to two [2] pages, answering the following questions:

Question 1 - Please tell us how you have successfully resolved a problem for a customer and include the following in your response:

• The issue your customer faced (the situation).
• What you said and did (the tasks and actions you took).
• The outcome achieved for the customer (the results you achieved).

Question 2 - Please tell us how you have worked as part of a team to provide a positive outcome for a customer and include the following in your response:

• The issue you faced (the situation).
• What you said and did (the tasks and actions you took).
• The outcome you achieved for your customer (the results you achieved)

      3. A copy of all qualification/s (regardless of the relevance to the role) as specified in your application or resume/CV (if applicable).

Applicants who are shortlisted will be assessed on all the Work-Related Requirements (Selection Criteria) during the selection process, which are the same for both attached JDFs.

Applicants will be assessed on their ability to meet the following Suitability Requirements:

Personal Attributes:

1. Able to cope with exposure to and discussions related to highly sensitive information including criminal history.
2. Initiative to seek appropriate support to manage complex situations such as aggressive customers and personal reactions to exposure to sensitive information.
3. Ability to use multiple systems simultaneously.
4. Ability to identify, understand and resolve customer issues in relation to online application services on the phone or via email.
5. Capacity to comprehend and relay large volumes of complex information over the telephone.

Organisational:

1. Ability to understand, interpret legislation and relay this information to others.
2. Understanding of the requirement to adhere to role specific legislative delegations

The Suitability Requirements may be assessed at any stage of the recruitment process, which may include interview, referee reports and/or other assessment methods.

Appointment is subject to meeting all Suitability Requirements.

Equity and Diversity Communities’ welcome applications from people from a diverse range of backgrounds and lived experiences, including Aboriginal and Torres Strait Islanders, people with disability, people with diverse sexualities and genders, youth, women, and people from culturally and linguistically diverse backgrounds.

Please let us know if there are adjustments we can make to allow you to fully participate in the application and interview process, as well as in the workplace. Please contact Margia Munoz, Human Resources Advisor at *************@communities.wa.gov.au and via phone 0466 171 ***.

If you are an Aboriginal person who would like assistance with your application, please contact Jobs and Skills WA on 13 64 64.

Integrity and Honesty
In line with Communities policies, applicants may be asked for consent to undergo criminal record screening and integrity checks during the application process. To read more, click here.  

Need Assistance?

If you would like to discuss:

• adjustments,
• alternative formats,
• recruitment enquiries or,
• technical issues

We can also be contacted via the National Relay Service on the following numbers

National Relay Service:
TTY/Voice: 133 677
Speak & Listen: 1300 555 ***
SMS Relay: 0423 677 ***

Privacy Notice

Personal information is collected and managed in accordance with the Privacy and Responsible Information Sharing Act 2024 (PRIS Act). By submitting your application, you acknowledge the collection of your personal information. For further details on how your information is handled, please view our Privacy Policy.

Please note: This recruitment process may be closed or withdrawn at any stage. Applicants will be notified if this occurs.

Lodgement is system generated. Any emailed applications or late submissions on or after 4:00pm will not be accepted. 

Attachments:
- Application Form
- Information for Job Applicants.pdf
- JDF - Customer Support Officer (NDIS Screening) - L2
- JDF - Customer Support Officer (WWC Screening) - L2

You can view and print these PDF attachments by downloading Adobe Reader.