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 Environment**
In VAN, staff participate in a rostered environment 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 professional 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