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    We are looking for passionate, client-focused individuals to join our Frontline Operations group in various (APS 3) roles.Responsibilities may include:Assisting clients through channels such as phone, web chat, email, paper, and online portals to meet their taxation, superannuation, and registration obligations.Understanding individual client circumstances...

Service Delivery Officer

3 weeks ago


Burnie, Tasmania, Australia Australian Taxation Office Full time

We are looking for passionate, client-focused individuals to join our Frontline Operations group in various (APS 3) roles.Responsibilities may include:Assisting clients through channels such as phone, web chat, email, paper, and online portals to meet their taxation, superannuation, and registration obligations.Understanding individual client circumstances and providing tailored advice in accordance with current legislation, policy, and procedures.Engaging in meaningful conversations to support clients' payment, lodgment, and registration outcomes.Navigating challenging interactions with empathy and professionalism, including supporting vulnerable clients and those experiencing hardship or crisis.Some roles require working within a scheduled contact centre environment, providing 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 behavior and encourage ongoing participation in the taxation and superannuation systems.You will build and maintain positive client relationships, make informed decisions to resolve inquiries, and maintain the integrity of ATO records by accurately recording client information and applying relevant policies and procedures.Working as part of a team, you will share knowledge to collaboratively resolve issues and contribute to continuous improvement.These roles may be offered on an ongoing or non-ongoing basis in locations including 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 established to fill future similar vacancies in these and other metropolitan areas.We value diversity and are committed to inclusive recruitment practices.
We encourage applications from people with disabilities or neurodivergence, Aboriginal and Torres Strait Islander peoples, and individuals from all backgrounds.
Reasonable adjustments are available throughout the recruitment process.
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