Service Delivery Officer

4 weeks ago

Russell, Australia Australian Government Department of Defence Full time
About the Role

The Australian Government Department of Defence is seeking a highly skilled and customer-focused individual to join our Service Delivery Division as a Service Delivery Officer. In this role, you will play a critical part 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.
  • Answer customer enquiries regarding internal products and services, interpreting knowledge articles and policy to provide accurate advice.
  • Work collaboratively with stakeholders to build effective relationships and enhance the customer experience.
  • Complete administrative tasks, including data entry, processing, and filing, while maintaining accurate records in line with legislative requirements.
  • Participate in ongoing training and coaching to expand skills and knowledge, ensuring delivery of quality and consistent customer service excellence.
About Our Team

Defence's primary mission is to protect Australia and its national interests, promote security and stability in the world, and support the Australian community as directed by the Government. Our team enables Defence personnel to focus on performing their core responsibilities through delivery of excellent customer services.

What We Offer
  • A dynamic and supportive work environment with opportunities for growth and development.
  • A comprehensive training program to enhance your skills and knowledge.
  • A competitive salary and benefits package.
  • The chance to make a meaningful impact in the Defence community.
Requirements
  • A passion for customer service delivery with excellent communication skills.
  • A commitment to learning new skills and participating in activities to build and maintain customer service skills, systems knowledge, and product understanding.
  • Ability to work collaboratively and actively participate in group activities.
  • 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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