Service Delivery Officer

5 days ago

Sydney, New South Wales, Australia Australian Taxation Office Full time

Overview
Service Delivery Officer / Debt Collection Officer
— Australian Taxation Office (ATO). We are looking for passionate, client-focused individuals to join our Frontline Operations group in a variety of
APS 3
roles.
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 the 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.
Some roles will 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 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, and 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 your knowledge to collaboratively resolve issues and contribute to continuous improvements.
Locations, terms and eligibility
Locations: 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.
Employment type: Full-time
Seniority level: Entry level
Job function: Customer Service
Industries: Government Administration
Role type: Service Delivery Officer / Debt Collection Officer (APS 3)
This role may be offered on an ongoing or non-ongoing basis.
Diversity, Inclusion and Recruitment
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.
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