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Customer Support Specialist

2 months ago

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

The Information Access Unit (IAU) is a key part of the Defence Customer Service Network, providing a single point of contact for applicants seeking information from Defence. As a Customer Support Officer, you will work closely with internal and external stakeholders to deliver high-quality services to ADF members, ex-members, families, and representatives.

Key Responsibilities
  • Provide information, education, and case management for individuals with complex needs
  • Work independently with reasonable autonomy and be accountable for achieving deliverables
  • Exercise initiative and judgement in interpreting policy and applying practices and procedures
  • Collaborate with the team to enhance the customer experience and identify opportunities for improvement
  • Contribute to the resolution of problems and identify issues that require attention
Our Ideal Candidate

We are looking for a motivated and customer-focused individual who can demonstrate the following characteristics:

  • Genuine interest in providing a positive and professional experience for customers
  • Excellent communication skills, both written and verbal
  • Confidence in engaging with stakeholders at all levels, including those with complex needs
  • Resilience, personal drive, and a focus on enabling others in support of Defence capability
  • Ability to adapt to change in a positive and flexible manner
What We Offer

In return for your skills and experience, we offer:

  • Performance-related salary progression
  • Negotiated flexible work arrangements
  • Ongoing training and development
  • 20 annual leave days per year
  • 15 personal/carers' leave days per year
  • An additional leave day per calendar year
  • Christmas stand-down (paid break during the Christmas and New-Year period in addition to regular leave)
  • Parental and reservist leave
  • Wellbeing and diversity networks
  • Access to the Defence Employee Assistance Program