Aps 4 - Workforce Planning Officer

2 days ago

Cooma, Australia Australian Government Department of Defence Full time

$71,207 - $77,739 (plus Super)
- Cooma - NSW

**The Role**
Within the Customer Service function an APS4 Customer Service Officer is accountable under limited direction to perform and achieve moderately complex customer service and administrative work within an integrated workforce. They are accountable to have a good understanding of and compliance to relevant legislative frameworks, government decision-making and Defence’s mission and policy requirements.

An APS4 Customer Service Officer will be accountable for organising their workflow, making decisions within their defined parameters relating to area of responsibility and will seek guidance when required. They may exercise some discretion with respect to how legislation, procedures and guidelines are interpreted and applied to their work. They will provide administrative support that is informed and directed by their knowledge of the customer service function. They may undertake some research and analysis activities.

The APS4 Customer Service Officer will be required to share information, monitor work practices, set work priorities and develop local procedures. They may supervise and provide leadership to a team, providing coaching and on-the-job training for newer and less experienced team members.

The APS4 Customer Service Officer may be required to communicate with, respond and provide advice to a range of stakeholders on moderately complex operational and administrative issues to achieve work unit and Defence outcomes. They will be accountable to contribute towards ongoing self-improvement and professional development.

**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.
- Maintain and contribute to the delivery of high quality customer service activities to achieve business outcomes.
- Accountable to ensure all team members are utilising relevant business systems and processes.
- Inform, coach and develop other team members to build and maintain skills in systems knowledge, product and services.
- Understand and advise stakeholders of market products and services delivered by the service centre.
- Liaise with internal and external stakeholders to understand and meet needs and expectations.
- Motivate team members by actively participating in team work and group activities.
- Recommend solutions to issues and problems identified in processes and workflows.
- Interpret and comply with legislative, policy and regulatory frameworks.

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