Service Delivery Officers

3 months ago

Russell, Australia Australian Government Department of Defence Full time


The Role
Come join the Service Delivery Division to be at the forefront of enhancing Defence capabilities and personnel readiness through innovative service delivery and support mechanisms. 

Here, your work directly contributes to the operational excellence and welfare of our Australian Defence Force (ADF) members, offering supreme opportunities to make a meaningful impact. As a Service Delivery Officer (SDO) you will answer customer enquiries regarding a broad range of internal products and services through a wide range of communication mediums. SDOs engage with serving ADF members, ex serving and Reservists, the Australian Public Service, and the public in their daily interactions. 

To be successful in the role, it is essential for you to be able to build effective working relationships with all stakeholders to enhance and provide a quality customer experience. Now that we have your attention 

Here is what a day would look like as a SDO:

Switch as required by our workforce planning team; between answering our 1800DEFENCE phone enquiries, responding to emails in our National email inbox or assisting walk-in customers (Navy, Army, Air-force, contractors); Interpret our extensive knowledge articles to effectively assist enquiries and provide advice; Listen carefully to identify our customers’ needs and provide relevant information to them within agreed performance metrics; Complete basic research and analysis activities as required; You will complete administrative duties such as data entry, processing, filing, entering details of customer engagements into Defence records systems, which all require accurate and effective processing in line with various legislative requirements. 
SDOs are supported with a modern adult learning principled approach to ongoing training, coaching and performance development through our Quality Framework. This framework is designed to ensure every SDOs skills and knowledge are expanded to enhance and maintain the delivery of quality and consistent customer service excellence. 

With over 16,000 civilians employed Australia wide, Defence offers dynamic public service careers across our diverse and unique internal groups. Although these roles are predominantly full time positions, we will also consider part-time work hours. We do offer flexible work arrangements for the right candidates within operational requirements of the customer service network.

About our Team
Defence’s primary mission is to protect Australia and its national interests, promote security and stability in the world and support the Australian community as directed by the Government. 

Our team enables Defence personnel to focus on performing their core responsibilities/functions through delivery of excellent customer services through our phone, email and face-to-face access channels. We are a part of a broader Customer Service Network, which includes teams providing: access to ADF personnel records, travel services, printing and distribution services, and library services. 

One of the best things about our team is the variety of our work; every day is different, with new puzzles to solve and interesting work crossing our desks. 

Our Ideal Candidate
 The successful candidate will be a team-orientated and customer service focused individual.
To be successful in the role, you will have:

A passion for customer service delivery with excellent communication skills;  A commitment to learning new skills and participation in activities to build and maintain customer service skills, systems knowledge and product understanding; Ability to communicate with all customers across various channels, including face-to-face, email and phone queries; Ability to work collaboratively and actively participate in group activities, both in person and remotely via platforms such as Skype or MS Teams; Initiative to resolve customer enquiries through accurate interpretation of internal knowledge articles, policy and procedures; and Be comfortable working in an environment where you are required to meet Key Performance Indicators and contact centre metrics, as part of the service centre environment.

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