Overview
Australian Department of Defence – Fremantle WA
Salary: $72,275 - $79,635 + up to 15.4% Superannuation
Location note: Leeuwin Barracks is in scope for divestment under Defence Estate Audit outcomes. Your work location may change to another WA site in the next 12-24 months.
The Role
Service Delivery Officers (SDOs) respond to customer enquiries regarding a broad range of internal products and services through face-to-face, 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.
To be successful in the role, you will need to build effective working relationships with both internal and external stakeholders to provide a quality customer experience.
A day in the life
As part of our nationally dispersed teams, a day in the life of an SDO involves:
* Working in a scheduled contact centre environment answering 1800DEFENCE phone enquiries, responding to emails in our national inbox and completing various administrative tasks;
* Providing support to Defence members by assisting with their operational requirements during core business hours, with occasional work outside these hours as needed;
* Occasional work outside core hours may be required, compensated as paid overtime;
* Interpreting our extensive knowledge articles to effectively assist enquiries and provide advice;
* Identifying customers' needs and providing relevant information within agreed performance metrics;
* Completing basic research and analysis activities as required;
* Completing administrative duties such as data entry, processing, virtual filing and redaction of records in line with legislative requirements.
Ideal Candidate
The successful candidate will be team-oriented and customer service focused. To be successful, you will have:
* A passion for customer service;
* A commitment to learning new skills and maintaining product knowledge;
* Ability to communicate with internal and external customers across channels (face-to-face, email and phone);
* Ability to work collaboratively and participate in group activities, both in person and remotely;
* Initiative to resolve enquiries through accurate interpretation of internal knowledge, policy and procedures;
* Comfort with meeting KPIs and contact centre metrics within a service centre environment.
What we offer
* Competitive salary that increases over time through the Defence Enterprise Collective Agreement and performance progression;
* 15.4% Superannuation, well above the national mandate of 12%;
* Flexible working policies including work hours and part-time options; standard full-time week of 37.5 hours and minimum 20 hours for part-time;
* Development opportunities to support professional growth;
* Generous leave including annual, sick and carer's leave, plus one additional day per year and additional leave during end-of-year reduced activity period;
* Access to Health, Wellbeing, Diversity and Inclusion networks;
* Free onsite parking where available at Defence establishments.
Additional information
A Merit Pool will be established from this recruitment activity to fill future vacancies across current and future WA Customer Service Centre sites.
Defence's Customer Service Network (CSN) enables Defence personnel to achieve their mission through excellent customer service across phone, email and face-to-face access channels.
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