Service Delivery Officer

3 weeks ago

Adelaide, South Australia Australian Taxation Office Full time

Join to apply for the Service Delivery Officer role at 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.

These 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.

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.

Responsibilities
  • Interact with clients over the phone in a scheduled contact centre environment to provide high-quality service
  • Assist clients in meeting tax, superannuation and registration obligations
  • Process account activities received through phone, paper, web-chat, email, and online portals
  • Apply relevant policies and procedures to inform decision making
  • Record outcomes, actions and agreements with attention to detail
  • Collaborate with team members and contribute to continuous improvement
  • Adapt to changing client and business needs and manage competing priorities
Qualifications/Requirements
  • Service Delivery Officer role is described as APS 2 level (entry level)
  • Ability to work in a frontline, customer-service environment
  • Availability to work across the stated hours (7am–7pm) and in listed locations
Job details
  • Employment type: Full-time
  • Job function: Customer Service
  • Industry: Government Administration

Reasonable adjustments can be provided throughout the recruitment process.


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