Aps 3 - Customer Service Officers

2 weeks ago

Bullsbrook, Australia Australian Government Department of Defence Full time

$62,863 - $69,265 (plus Super)
- Bullsbrook - WA, Rockingham - WA

**The Role**
Customer Service Officers (CSO) accurately answer enquiries and efficiently address customer issues regarding a broad range of internal products and services.

To be successful in the role, you will build effective working relationships with internal and external stakeholders to enhance the customer experience.

There are two Customer Service Centres in Perth - one at HMAS Stirling (based in Rockingham) and the other at RAAF Base Pearce (based in Bullsbrook). The CSCs are comprised of CSOs who report to their CSC’s APS 4 Team Leader.

There are currently two vacancies available, one at HMAS Stirling and one in RAAF Base Pearce. There will be occasions where, due to operational requirements, RAAF Base Pearce staff will work from the HMAS Stirling CSC.

**About our Team**
The role works as part of a nationally dispersed team delivering:

- Frontline customer service
- Enquiry and issue management within agreed performance metrics
- Basic research and analysis activities
- Administrative duties such as data entry, processing and follow-up calls
- Manual handling of physical Defence personnel files including storage and retrieval
- Ongoing self-improvement and professional development.

CSOs are supported with ongoing training, coaching and performance development through a Quality Framework. This ensures skills and knowledge are expanded in support of consistent and quality service for all customers.

CSOs are employed Australia-wide, enabling our tri-services - Navy, Army and Air Force - to do their job. Your career is limitless as a public servant in the Department of Defence.

With over 16,000 civilians employed Australia-wide, Defence offers dynamic public service careers across our diverse and unique internal groups and agencies.
- Demonstrated experience in a customer service or service delivery environment.
- Demonstrated commitment to on-the-job training and participation 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 where solutions are documented in knowledge articles, policy and procedures.

In turn, we will provide you with:

- Performance-related salary progression
- 15.4% superannuation
- Standard hours of 37.5 hours per week
- Negotiated flexible work arrangements
- Ongoing training and development
- Annual leave of 20 days per year
- Personal/carers leave of 15 days per year
- An additional day of leave per calendar year in addition to regular leave
- Christmas stand down (a paid break during the Christmas and New Year period in addition to regular leave)
- A range of Parental and Defence Reserve leave
- A number of Health, Wellbeing, Diversity and Inclusion networks
- Defence Employee Assistance Program provided by Converge International.

This role is ideal for energetic and motivated individuals with a passion for customer service and ongoing learning and development.

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