Provide information, advice and preparing documentation for staff, customers and their representatives in relation to arrears management issues.- Deliver quality customer services through accurate product and procedural advice and prompt and responsive service delivery.- Examine allocated arrears accounts and provide consistent and effective arrears actioning.- Negotiate appropriate arrangements to clear arrears while monitoring arrangements to ensure they are kept.- Conduct interviews with customers who are in arrears.- Provide information regarding safety net options available to customers experiencing financial hardship.- Comply with procedures, systems and policies to make recommendations, where necessary, for changes to more effectively achieve the unit's objectives and responsibilities.- Work independently and with other staff within the Arrears and Debt Management, and other units and service areas to facilitate effective working relationships.- Support and help maintain a workplace safety culture by ensuring that all policies and practices concerning Workplace Health and Safety are applied and a part of day to day operations. What we are looking forWe are looking to find the person best suited for the role and will be considering your knowledge, skills, experience, potential for development and future contribution to the department as well as your personal qualities and how they contribute to our department's equity and diversity objectives which aim to build a workforce that reflects the Queensland community.It is recognised that everyone is a leader regardless of classification level. Refer to the Individual Contributor stream of the Leadership competencies for Queensland framework to understand the expectations for this role. The skills you will need include being able to:- Act proactively and can work unsupervised with a self-directed approach.- Respond flexibly to changes in business processes and procedures.- Seek clarity of tasks and organise yourself to meet consecutive deadlines and report progress.- Communicate and work collaboratively with internal and external stakeholders, ensuring that their needs are met.- Act professionally at all times and adopt a principled approach by adhering to public service values including the Code of Conduct, taking responsibility for accurate completion of work. Mandatory Requirement- Nil How to applyFind out more about what we offer our employees and the recruitment and selection process, includingpre-employment checks, in the Applicant Guide.You can apply for this role by providing your cover letter and resume via the Smartjobs and careers website www.smartjobs.qld.gov.au. About usAs a valued employee in the Department of Housing and Public Works, you will play a vital role in delivering a range of services that make a real difference to the lives of Queenslanders. This includes supporting the Queensland Government's vision for a fair and sustainable housing system and supporting Queensland's construction sector in building government infrastructure projects in the lead-up to Brisbane 2032, and empowering young Queenslanders for a bright future.Your role will support the department's work providing housing assistance, homelessness support services, elevating youth perspectives, boosting the night economy, managing critical procurement and supply arrangements, public works building and design, and industry regulatory reform.