Aps 4 - Customer Support Officer

2 weeks ago

Edinburgh, Australia Australian Government Full time

$79,176 - $86,438 + up to 15.4% Superannuation
- Edinburgh - SA, Melbourne CBD - VIC, Queanbeyan - NSW

**The Role**

The APS 4 Customer Support Officer (CSO) in the Registration and Release Team role will suit you if:

- You enjoy positive and challenging aspects of customer engagement and have a high level of emotional intelligence.
- Enjoy making things happen without being daunted by the unknown, enjoy a challenge and see these as learning opportunities.
- High level of attention to detail and make sound business decisions to support our customers journey.
- Can adapt in a positive and flexible manner.

The APS 4 Customer Support Team Leader role will suit you if:

- You have experience in leading in a customer service based environment.
- Skills and experience in coaching and a keen interest in developing a high performing team.
- Foster a positive and motivating attitude that supports personal growth and staff development.
- Willingness to learn, be challenged and ability to adapt to change in a flexible manner.

**About our Team**

These roles will be responsible for:

- Customer and stakeholder engagement.
- Management of information requests.
- Support for complex information requests.
- Coaching team members, identifying training needs and providing quality assurance.
- Collating, analysing and producing reports.
- Interpreting legislative frameworks, government decision making and policy documents.
- Identifying issues and contributing to the resolution of problems.

You will be working with your team to enhance the customer experience. You will be agile in your thinking, proactively engage with your peer network and stakeholders, while 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 the customer with a positive and professional streamlined experience.
- Achieving outcomes through effective negotiation skills.
- Excellent communication skills, both written and verbal.
- Confidence to engage with stakeholders at all levels, including those with complex needs.
- Resilience, personal drive and a focus on enabling others in support of Defence capability.
- Willingness to learn and be challenged.
- Ability to adapt to change in a positive and flexible manner.

In turn, we will provide you with:

- 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.

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