This role is an affirmative measure to support employment opportunities for Aboriginal and Torres Strait Islander peoples. This means only people who identify as Aboriginal or Torres Strait Islander are eligible to apply.
See Careers for Aboriginal and Torres Strait Islander people for more information.
In addition to the above, you’ll need to be an Australian citizen to work for the ATO.
We are seeking motivated APS4 Frontline Operations Officers to join our Frontline Operations group.
As a member of Frontline Operations, you will support the delivery of high-quality services, ensuring the integrity of Australia’s tax and superannuation systems.
As a Frontline Operations Offic er, you will provide support to colleagues by sharing knowledge, expertise, offering guidance on more complex or sensitive enquiries, and contributing to capability building to promote consistent and high-quality service delivery. You’ll also deliver client-focused services across a range of Frontline Operations roles, supporting individuals to meet their taxation, superannuation and registration obligations. You’ll manage higher-volume and more complex service activities while ensuring accurate, timely and professional outcomes for clients.
Service Delivery Officer
As a Service Delivery Officer, you will respond to both staff and client enquiries and provide guidance to support the management of taxation and superannuation obligations. You’ll resolve a range of queries by applying procedures and judgement, while delivering quality service across multiple communication channels. You may review work against quality standards, provide feedback, and support colleagues through day-to-day guidance.
Service Delivery Complaints Officer
As a Service Delivery Complaints Officer, you will be responsible for managing and resolving client complaints to achieve fair and timely outcomes. You’ll analyse complaint information, exercise judgement, and capture insights to help identify recurring issues and improve the client experience. You’ll work collaboratively with internal stakeholders and engage clients across multiple communication channels to support effective resolution and quality service delivery outcomes.
Debt Collection Officer
As a Debt Collection Officer, you will be responsible for working with staff, clients and stakeholders to manage and recover outstanding debts in line with taxation obligations. You’ll resolve complex debt related enquiries, prepare and process recovery actions, and maintain accurate taxpayer records. You’ll support quality outcomes by maintaining quality assurance and providing coaching and technical advice to colleagues on more complex issues, while delivering professional service across multiple communication channels.
Duties for all the above roles may include:
* supporting colleagues by providing guidance on complex or sensitive client matters, including mentoring and knowledge sharing to promote accurate, consistent and high quality outcomes
* responding to client, agent and staff enquiries across multiple channels, including phone, digital platforms and written correspondence, in line with service delivery standards
* managing client interactions relating to lodgement, payment, debt, complaints or general account enquiries, as relevant to the role
* gathering verifying and recording client information to ensure accuracy, integrity and compliance with record keeping requirements
* processing correspondence, forms and transactions in accordance with established procedures, policies and service delivery timeframes
* managing individual workloads effectively to support timely resolution of matters and positive client and staff experiences
* resolving escalated service matters or complaints within defined legislative, policy and operational frameworks
* maintaining accurate, complete and contemporaneous records across ATO systems and tools
* working collaboratively within a frontline team to deliver consistent, professional and high quality services.
Some roles will require working within a scheduled contact centre environment, providing high quality service to clients between 7am and 7pm.
These roles may be offered on an ongoing or non-ongoing basis in Kaurna Country (Adelaide), Wiradjuri Country (Albury), Wurundjeri Country (Box Hill, VIC), Yuggera and Turrbal Country (Brisbane), Pataway Country (Burnie), Wurundjeri and Boonwurrung Country (Dandenong), Wadawurrung Country (Geelong), Darkinjung Country (Gosford), Nipaluna Country (Hobart), Wurundjeri Country (Melbourne), Wurundjeri Country (Moonee Ponds), Awabakal and Worimi Country (Newcastle), Dharug Country (Parramatta), Dharug Country (Penrith), Whadjuk Country (Perth), Bindal and Wulgurukaba Country (Townsville), Yuggera and Turrbal Country (Upper Mount Gravatt) or Dharawal Country (Wollongong).
We embrace the strength of diversity – through our people and the perspectives they bring.
We are committed to inclusive recruitment practices and encourage applications from people with disability or neurodivergence, Aboriginal and Torres Strait Islander peoples, and individuals from all backgrounds. Reasonable adjustments can be provided throughout the recruitment process.