Service Delivery Officer

3 weeks ago

Newcastle, New South Wales, Australia Australian Taxation Office Full time
Overview

Service Delivery Officer / Debt Collection Officer (AM) - Australian Taxation Office. This 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.

Responsibilities
  • assist clients through various channels including phone, web chat, email, paper and online portals to help them meet their taxation, superannuation, and registration obligations
  • understand individual client circumstances and provide tailored advice aligned with current legislation, policy and procedures
  • engage in meaningful conversations to support and facilitate client's payment, lodgment and registration outcomes
  • navigate challenging interactions with empathy and professionalism, including support for vulnerable clients and those experiencing hardship or crisis
  • Some roles will require working within a scheduled contact centre environment, providing high quality service to clients between 7am and 7pm
  • Through active and strategic engagement, you will deliver tailored, contemporary and outcome focused solutions that shape client behaviour and encourage ongoing willing participation in the taxation and superannuation systems
  • You will build and maintain positive client relationships while making informed decisions to resolve enquiries. You'll maintain the integrity of ATO records by accurately recording client information and applying relevant policy and procedures
  • You will work as a part of a team, sharing your knowledge to collaboratively resolve issues and contribute to continuous improvements
Location and Employment Details
  • Locations: Adelaide, Albury, Box Hill (VIC), Brisbane CBD, Burnie, Dandenong, Geelong, Gosford, Hobart, Melbourne CBD, Moonee Ponds, Newcastle, Parramatta, Penrith, Perth, 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.
  • Seniority level: Entry level
  • Employment type: Full-time
  • Job function: Customer Service
  • Industries: Government Administration
Diversity and Inclusion

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.

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