Aps3 Client Contact Support Officer

2 days ago

Brisbane, Australia Department of Veterans' Affairs Full time

Salary Range: $65,937-$70,832 + Attractive Superannuation
- Contact Officer: Kim Stanley (07) 3223 8357

Client Contact Support Officers assist members of the veteran community by answering enquiries via the telephone, face to face and electronic access channels. Officers make referrals if needed and undertake processing and system entry activities related to client needs. Information is provided in relation to a wide range of enquiries regarding eligibility for services, claims processes and how clients can access ongoing payments, health care and other eligible services.

Client Contact Support Officers are responsible for answering incoming calls and responding to counter enquires from members of the veteran community, including current and former members of the Australian Defence Force - their families and representatives, other government departments and agencies and ex-service organisations.

**Duties**
- Delivering a professional telephone enquiry service and provision of 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 online services.
- Referring complex enquires to specialist sections of DVA in line with VAN procedures and escalation protocols
- Recording all telephone enquiries on a client contact database, and forwarding appropriate written correspondence where required
- Providing administrative support and assisting in the preparation of relevant resource materials as required
- Positive participation in process improvement, team planning and own professional performance development

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

**Notes**

A merit pool will be established that may be used to fill similar positions (ongoing and non-ongoing) within the next 18 months.

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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