Service Delivery Officer

3 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 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.

You will be responsible for answering customer enquiries regarding a broad range of internal products and services through various communication mediums. This will involve engaging with serving ADF members, ex-serving and Reservists, the Australian Public Service, and the public in their daily interactions.

To be successful in this role, you will need to be able to build effective working relationships with all stakeholders to enhance and provide a quality customer experience.

Key Responsibilities

  • Answer customer enquiries through various communication mediums, including phone, email, and face-to-face interactions.
  • Interpret internal knowledge articles to effectively assist enquiries and provide advice.
  • Listen carefully to identify customer needs and provide relevant information within agreed performance metrics.
  • Complete basic research and analysis activities as required.
  • Perform administrative duties, such as data entry, processing, and filing, in line with various legislative requirements.

About Our Team

Our team enables Defence personnel to focus on performing their core responsibilities/functions 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 Offer

  • A dynamic and supportive work environment.
  • Opportunities for professional growth and development.
  • A competitive salary and benefits package.

Requirements

  • A passion for customer service delivery 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.

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