Service Delivery Officer
3 weeks ago
Service Delivery Officer (Affirmative measure – Aboriginal and Torres Strait Islander employment) – Australian Taxation Office
We are looking for passionate, client focused individuals to join our Frontline Operations group. As a Service Delivery Officer (APS 2), you will work in a scheduled contact centre environment, providing high quality service to clients between 7am and 7pm. You will spend your time interacting with clients over the phone supporting them in meeting their tax, superannuation and registration obligations. You'll also process account activities received through various channels, including phone, paper, web-chat, email and online portals.
You will use good judgment and apply relevant policies and procedures to inform your decision making. Your attention to detail will ensure outcomes, actions and agreements are accurately recorded. You will be responsive and adaptable to changing client and business needs and manage competing priorities to deliver outcomes. You'll work as a part of a team, sharing your knowledge to collaboratively resolve issues and contribute to continuous improvement.
Eligibility and diversityThis vacancy is only open to Aboriginal and Torres Strait Islander applicants. This initiative helps to increase the number of Aboriginal and Torres Strait Islander people employed in the APS, to better reflect the diversity of the Australian community. To be eligible for this role candidates must provide confirmation of their Aboriginal and/or Torres Strait Islander heritage. We embrace the strength of diversity through our people and the perspectives they bring. We are committed to inclusive recruitment practices and encourage applications from people with disability or neurodivergence, Aboriginal and Torres Strait Islander peoples, and individuals from all backgrounds. Reasonable adjustments can be provided throughout the recruitment process.
Location, engagement type and merit poolThese roles may be offered on an ongoing or non-ongoing basis in Adelaide, Albury, Box Hill (VIC), Brisbane CBD, Burnie, Dandenong, Geelong, Gosford, Hobart, Melbourne CBD, Moonee Ponds, Parramatta, Penrith, Perth, Sydney CBD, Townsville, Upper Mount Gravatt or Wollongong. A merit pool may be formed and used to fill future similar vacancies in these locations and other locations within the same metropolitan area.
Responsibilities- Provide high quality service to clients over the phone to help them meet tax, superannuation and registration obligations.
- Process account activities received through multiple channels (phone, paper, web-chat, email, online portals).
- Apply relevant policies and procedures to inform decision making.
- Ensure outcomes, actions and agreements are accurately recorded.
- Collaborate with team members to resolve issues and contribute to continuous improvement.
- Seniority level: Entry level
- Employment type: Full-time
- Job function: Customer Service
- Industries: Government Administration
Note: This description retains the original role information and context while presenting it in a clean, structured format with accessible, standards-compliant HTML.
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