Customer Service Officers - Adelaide / Sydney

The Australian Health Practitioner Regulation Agency (Ahpra) works in partnership with 15 National Boards to implement the national regulatory scheme for health professionals. The purpose of health practitioner regulation is to protect the public by ensuring that only health practitioners who have the skills, qualifications, and knowledge to provide safe care are registered.  

At Ahpra, our Customer Service team plays a critical role in supporting health practitioners and the community. As a Customer Service Officer, you will be the first point of contact for a wide range of enquiries, helping customers access information and services through phone, webchat and online channels. 

You will join a supportive team environment where customer service, teamwork and professional development are highly valued. Working in a structured contact centre setting, you will have clear schedules and support from experienced leaders while contributing to meaningful work that helps protect the public through effective health practitioner regulation. 

We are currently seeking Customer Service Officers for full-time and part-time fixed-term opportunities in our Adelaide and Sydney offices, with immediate start dates available. Full-time roles are 37.5 hours per week, worked Monday to Friday. Part-time opportunities are anticipated to be 20 hours per week, typically worked as 4 hours per day, with shift times negotiated to meet both business and operational needs.

Previous applicants from the past six (6) months need not reapply.

• Respond to enquiries from health practitioners and the public via phone, email, webchat and online channels, including support for multi-factor authentication (MFA) and online account access enquiries.  

• Deliver a positive customer experience by demonstrating empathy, professionalism and a solutions-focused approach while taking ownership of enquiries through to resolution.  

• Accurately record customer interactions and maintain comprehensive, confidential records in Ahpra's systems in line with policies and procedures.  

• Refer registration, notification and other specialised enquiries to the appropriate teams and stakeholders for further action.  

• Meet service standards and key performance indicators, including quality, productivity and customer service measures.  

• Contribute to a collaborative team environment, support continuous improvement initiatives, and participate in a rotating roster between 9am and 7pm (until 8pm in AEDT), Monday to Friday, with occasional weekend work during peak periods. 

• Experience in a customer service, contact centre or other fast-paced environment where delivering a positive customer experience is a priority.  

• Strong verbal and written communication skills, with the ability to interpret, explain and relay information clearly and professionally.  

• Excellent attention to detail, including strong notetaking, accurate record keeping and the ability to maintain customer information with a high degree of accuracy.  

• Confidence using a range of computer systems and Microsoft applications (including Outlook, Teams, Word and Excel), with experience accessing and updating databases or customer management systems.  

• The ability to multitask effectively, managing routine and complex customer enquiries while navigating systems, recording information and maintaining productivity.  

• A commitment to professionalism, confidentiality and teamwork, with the ability to collaborate effectively and contribute to a positive team culture.  

• Resilience, empathy and professionalism, with the ability to support customers through sensitive or emotionally challenging situations while maintaining a high standard of service. 

Role Description: Customer Service Officer L2

• Inclusive and supportive colleagues, enjoy coming to work and collaborating with your team. 

• Hybrid work environment – a blend of office and work from home means the best of both worlds  

• Discounted Private Health Insurance, novated leasing, and self-education expenses  

• Attractive salary of $69,689 per annum plus superannuation 

• View the position description (attached)
• Click ‘Apply Now’ to submit your application

• Your application must include a resume and a cover letter addressing the experience required for the role.

• Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa. Work eligibility will be checked as part of the recruitment process
• For any queries or a confidential discussion regarding this position, please contact recruitment at ***********@ahpra.gov.au using the subject line: Customer Service Officers - Adelaide / Sydney enquiry via EthicalJobs.

Please note applications will be screened and shortlisted during the advertising period.  Should we receive suitable candidates during this time, the advertising period will cease. 

Offer of employment is subject to successful background (pre-employment screening) and Criminal History checks.  

Ahpra requires all employees to comply with Ahpra policies, including the Hybrid and flexible working policy. 

Ahpra is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. We strongly encourage people of all abilities to apply, particularly people of Aboriginal and Torres Strait Islander heritage, and those who may experience diversity or disability related barriers in securing employment.  If you have any support or access requirements, we encourage you to advise us at time of application.

With respect, no agencies please.

A position description is attached.