Aps3 Client Contact Officer Nt/sa

1 day ago

Adelaide Region SA, Australia Department of Veterans' Affairs Full time

Location: Darwin, NT and Adelaide, SA
- Contact Officer: Shelley Rogers on 08 8290 0338

**Duties**
- Delivering a professional telephone enquiry service and providing information on the range of benefits and services provided by DVA.
- Guiding and assisting members of the veteran community to appropriate information resources, including the DVA website and registration for MyService.;
- Conducting client assisted claiming and processing client related tasks via the Department’s income support ICT system, ‘Process Direct’.
- Providing services to the local veteran community that are tailored to their needs.
- Redirecting more complex enquires to the relevant sections of DVA in line with the Veterans’ Access Network (VAN) procedures and escalation protocols.
- Recording all telephone enquiries on a client contact database, and forwarding appropriate written correspondence where required.
- Liaising with other DVA work areas, Government agencies and Ex-Service organisations as required.
- Providing administrative and clerical support within the Team and assisting in the preparation of relevant resource materials.
- Positive participation in process improvement, team planning and own performance management activities.

**Eligibility**:
Applicants must be an Australian citizen to apply.

**Notes**:
This recruitment process is being used to fill an ongoing and/or non-ongoing position(s).

A merit pool of suitable applicants may be created which may be used to fill future ongoing and non-ongoing vacancies should they become available over the next 18 months.

Where a non-ongoing position is offered, the role will be filled for a specified term of up to 18 months. A specified term may be extended up to a maximum period of 3 years.

DVA is committed to improving the data skills and capability of our workforce to underpin our goal of becoming a leading data-driven organisation.

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