Service Delivery Officer

2 weeks ago

Central Coast, Australia Australian Taxation Office Full time

Overview
Service Delivery Officer / Debt Collection Officer – Australian Taxation Office
We are looking for passionate, client focused individuals to join our Frontline Operations group in a variety of (APS 3) roles.
Duties and responsibilities
assisting clients through various channels including phone, web chat, email, paper and online portals to help them meet their taxation, superannuation, and registration obligations
understand individual client circumstances and provide tailored advice aligned with current legislation, policy and procedures
engage in meaningful conversations to support and facilitate client's payment, lodgment and registration outcomes
navigate challenging interactions with empathy and professionalism, including support for vulnerable clients and those experiencing hardship or crisis
work within a scheduled contact centre environment (where applicable) to provide high quality service to clients between 7am and 7pm
Through active and strategic engagement, you will deliver tailored, contemporary and outcome focused solutions that shape client behaviour and encourage ongoing willing participation in the taxation and superannuation systems.
You will build and maintain positive client relationships while making informed decisions to resolve enquiries.
You'll maintain the integrity of ATO records by accurately recording client information and applying relevant policy and procedures.
You will work as part of a team, sharing knowledge to collaboratively resolve issues and contribute to continuous improvements.
Locations and engagementThese roles may be offered on an ongoing or non-ongoing basis in Adelaide, Albury, Box Hill (VIC), Brisbane CBD, Burnie, Dandenong, Geelong, Gosford, Hobart, Melbourne CBD, Moonee Ponds, Newcastle, Parramatta, Penrith, Perth, Townsville, Upper Mount Gravatt or Wollongong.
A merit pool may be formed and used to fill future similar vacancies in these locations and other locations within the same metropolitan area.
About diversity and inclusion
We embrace the strength of diversity — through our people and the perspectives they bring.
We are committed to inclusive recruitment practices and encourage applications from people with disability or neurodivergence, Aboriginal and Torres Strait Islander peoples, and individuals from all backgrounds.
Reasonable adjustments can be provided throughout the recruitment process.
Seniority level
Entry level
Employment type
Full-time
Job function
Customer Service
Industries
Government Administration
We are not accepting referrals as a condition for interview; eligibility criteria and roles are described in the job advertisement.
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