Answer incoming calls and respond to counter enquires from members of the veteran community, including current and former members of the Australian Defence Force - their families and representatives, other government departments and agencies and ex-service organisations.
Work Setting
In VAN, staff participate in a rostered setting to respond to customer enquiries during core operational hours, working 7.5 hour shifts primarily between 8.00am-5.00pm.
This is a dynamic and fast paced environment to work in, with DVA currently undertaking a major transformation to improve services for our clients. This role provides an excellent opportunity to join and contribute within the team to assist the veteran community.
DUTIES:
In accordance with the principles of workplace diversity, Work Health and Safety, participative work practices, APS values and APS Employment Principles:
Delivering a professional telephone enquiry service and provision of information on the range of benefits and services provided by DVA.
Guiding and assisting members of the veteran community to appropriate information resources, including the DVA website and registration for online services.
Referring complex enquires to specialist sections of DVA in line with VAN procedures and escalation protocols
Recording all telephone enquiries on a client contact database, and forwarding appropriate written correspondence where required
Providing administrative support and assisting in the preparation of relevant resource materials as required
Positive participation in process improvement, team planning and own skilled performance development
KEY SKILLS
Ability to manage and organise work in the context of competing priorities.
Attention to detail, especially when conducting proof of identity.
Well-developed written skills and the ability to write in a clear and concise manner.
Well-developed verbal communication skills and the ability to de-escalate contentious calls.
ESSENTIALS:
An Australian Citizen
Call centre experience
IT agility and ability.
Reliability
Ability to handle difficult conversations.
Shows initiative and problem-solving skills
Must be vaccinated