Job description
Agency NT Police Work unit Screening Assessment for Employment NT
Job title Customer Service Officer Designation Administrative Officer 3
Job type Full time Duration Ongoing
Salary $64,773 - $69,746 Location Darwin
Position number 34137 RTF 297939 Closing 18/06/2024
Contact officer Ruth Harvey, A/Manager, Employment Screening at
About the agency
Apply online
APPLICATIONS MUST INCLUDE A ONE-PAGE SUMMARY ABOUT YOU, A DETAILED RESUME AND COPIES OF
YOUR TERTIARY QUALIFICATIONS.
Information for applicants – inclusion and diversity and Special Measures recruitment plans:
The NTPS values diversity. The NTPS encourages people from all diversity groups to apply for vacancies and accommodates
people with disability by making reasonable workplace adjustments. If you require an adjustment for the recruitment
process or job, please discuss this with the contact officer. For more information about applying for this position and the
merit process, go to the OCPE website.
Aboriginal applicants will be granted priority consideration for this vacancy. For more information on Special Measures
plans, go to the OCPE website.
Primary objective
Under the direction of the Customer Service Manager, provide a high level of administrative and customer service excellence
as the primary contact point to individuals enquiring about the Working With Children Check (Ochre Cards), National Police
Check (NPC), the National Disability Insurance Scheme (NDIS) and other enquiries.
Context statement
The position is responsible for processing a high volume of applications and requests for sensitive and confidential
information through front line, online and telephone customer service avenues. The suitable applicant will have a high level
of customer service experience, strong aptitude for data input and proficient use of data base systems and programs.
Key duties and responsibilities
1. Be the primary point of contact for all customers through front line, online and telephone customer service avenues.
2. Investigate and resolve application problems with appropriate communication to the customer, colleagues, and senior
leadership staff as required.
3. Use of Police information management systems, including the use of the LiveScan Fingerprint system and the creation of
Ochre Cards.
4. Data entry and customer interactions regarding the application of Ochre Cards, NPCs, the National Disability Insurance
Scheme and other enquiries.
5. Utilisation of banking and transactional services for customers in person, online and via telephone services.
6. Deliver a continuously high standard of customer service to meet the needs of all internal and external clients and provide
administrative support to internal and external Agencies and Departments.
7. Contribute to the development and maintenance of documented procedures to provide consistent and quality services
to client.
Selection criteria
Essential
1. Proven well-developed customer service skills including strong written and oral communication skills as well as
experience in dealing with customers and clients from diverse cultural backgrounds face to face and over the phone.
2. Demonstrated self-motivation, time management and organisational skills, with ability to perform multiple tasks
simultaneously, prioritise tasks and work to meet performance measures and set deadlines in a fast paced environment.
3. Demonstrated experience and proficiency with a high level of accuracy in data entry and administration, with experience
in preparing routine business correspondence, and proven skills in the effective use of office equipment, computers and
a range of software applications.
4. Demonstrated ability to use initiative, problem solve within delegation and maintain a high degree of confidentiality,
discretion and integrity at all times.
5. Ability to perform as an effective team member and participate in a learning environment where there is a continual need
to train to embrace process efficiencies as well as the ability to work with limited supervision in a high volume
environment.
Further information
The successful applicant must have no significant criminal history record confirmed by a Police criminal history and
intelligence check.
