Service Delivery Officers (SDOs) respond to customer enquiries regarding a broad range of products and services through a combination of email and phone channels. SDOs engage with serving Australian Defence Force members, ex‑serving and Reserve members, the Australian Public Service, and the general public in their daily interactions.
A day in the life of a SDO, as part of our nationally dispersed teams:
* Work in a scheduled contact centre environment answering 1800DEFENCE phone enquiries, respond to emails to our national inbox and complete various administrative tasks.
* Interpret our extensive knowledge articles to effectively assist enquiries and provide advice.
* Identify our customers' needs and provide relevant information to them within agreed performance metrics.
* Complete basic research and analysis activities as required.
* Complete administrative duties such as data entry, processing, virtual filing and redaction of records, which all require accurate and effective processing in line with various legislative requirements.
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. The Customer Service Network (CSN) comprises contact centres, email and face‑to‑face customer services, archives, travel, publishing, e‑resources and library functions. We enable Defence personnel to achieve their mission through delivery of excellent customer services through our phone, email and face‑to‑face access channels.
One of the best things about our team is the variety of our work; every day is different, with new challenges to solve and interesting work crossing our desks. The South East Zone is one of three zones within the Service Delivery Division that provide essential, on‑the‑ground services and support to Defence personnel around Australia.
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 commitment to learning new skills and participation in activities to build and maintain customer service skills, systems knowledge and product understanding.
* The ability to communicate with internal and external customers across various channels, including email and phone enquiries.
* The ability to work collaboratively and actively participate in group activities, both in person and remotely.
* Initiative to resolve customer enquiries through accurate interpretation of internal knowledge articles, policy and procedures.
* 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
Application Closing Date: Sunday 1 February 2026
What can I earn as a Service Delivery Officer
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