Service Delivery Officer

2 months ago

Russell, Australia Australian Government Department of Defence Full time

About the Role

The Australian Government Department of Defence is seeking a highly skilled Service Delivery Officer to join our team. As a Service Delivery Officer, you will play a critical role in enhancing Defence capabilities and personnel readiness through innovative service delivery and support mechanisms.

Key Responsibilities

  • Provide exceptional customer service to Defence personnel, ex-serving members, and the public through various communication channels.
  • Build effective working relationships with stakeholders to enhance and provide a quality customer experience.
  • Switch between answering customer enquiries, responding to emails, and assisting walk-in customers as required.
  • Interpret knowledge articles to effectively assist enquiries and provide advice.
  • Complete basic research and analysis activities as required.
  • Perform administrative duties such as data entry, processing, and filing.

About Our Team

Our team enables Defence personnel to focus on performing their core responsibilities through delivery of excellent customer services. We are a part of a broader Customer Service Network, which includes teams providing access to ADF personnel records, travel services, printing and distribution services, and library services.

What We're Looking For

  • A team-orientated and customer service focused individual with excellent communication skills.
  • A commitment to learning new skills and participation in activities to build and maintain customer service skills, systems knowledge, and product understanding.
  • Ability to communicate with all customers across various channels, including face-to-face, email, and phone queries.
  • Ability to work collaboratively and actively participate in group activities, both in person and remotely via platforms such as Skype or MS Teams.
  • Initiative to resolve customer enquiries through accurate interpretation of internal knowledge articles, policy, and procedures.
  • Comfortable working in an environment where you are required to meet Key Performance Indicators and contact centre metrics.

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