Aps 4 - Product Delivery Officer

3 days ago

Hobart, Australia Australian Government Department of Defence Full time

$69,811 - $76,215 (plus Super)
- Hobart - TAS

**The Role**
The APS 4 Customer Service Officer role works as part of a team contributing to integrated service delivery in a Contact Centre environment. You will perform moderately complex customer service and administrative work under limited direction in accordance with policy, process and legislative frameworks. This includes telephony support (taking calls) as directed. You will have an ability to understand and follow service delivery processes and competently use associated systems.

The role requires a collaborative and innovative mindset with the ability to understand alternate perspectives impacting our staff and customers. You will be required to review data and information to provide support training and education to telephony operators, whilst identifying and escalating potential issues and resolutions. Additionally, communicating with both internal and external stakeholders on current and emerging issues relating to efficient service delivery will be a regular function of the role

**About our Team**

You will be working with your team to enhance the customer experience. You will be agile in your thinking, proactive in engaging with your peer network and stakeholders as well as actively identifying opportunities to implement improvements to service delivery, meeting current needs whilst looking to the future.

You will demonstrate the following characteristics:

- Genuine interest in providing customers and staff with a positive and professional streamlined experience.
- Excellent communication skills, both written and verbal and the confidence to engage with stakeholders at all levels.
- Ability to collaborate to support and inform improvements and enhancements to service delivery functions and systems.
- Resilience, personal drive and a focus on enabling others in support of Defence capability.
- Willingness to learn, be challenged and a commitment to ongoing development.
- Ability to adapt to change in a positive and flexible manner Ability to take rostered phone calls as required.

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