Service Delivery Officers (SDOs) respond to customer enquiries regarding a broad range of internal products and services through a combination of 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.
Roles and Responsibilities
* Work in a scheduled contact centre environment answering 1800DEFENCE phone enquiries, respond to emails in our national email inbox and complete various administrative tasks.
* Interpret extensive knowledge articles to effectively assist enquiries and provide advice.
* Identify 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 require accurate processing in line with legislative requirements.
Training and Development
SDOs are supported with a modern adult learning principled approach to ongoing training, coaching and performance development through our Performance Framework.
Work Arrangement
Full‐time positions are the primary focus, but part‐time work hours may be considered for suitable candidates where operational requirements allow.
We currently have vacancies at our Customer Service Centres in Townsville and Cairns.
Candidate Profile
The successful candidate will be a team‐oriented, customer‐service focused individual with a commitment to learning new skills and participating in activities that build and maintain customer service competencies.
* Ability to communicate with internal and external customers across channels (face‐to‐face, email, phone).
* Ability to work collaboratively and participate actively in group activities, both in person and remotely.
* Initiative to resolve customer enquiries through accurate interpretation of internal knowledge articles, policy and procedures.
* Comfortable working in an environment where key performance indicators and contact centre metrics are met.
Benefits and Compensation
* Competitive salary increasing over time as part of the Defence Enterprise Collective Agreement and performance progression processes.
* 15.4% superannuation contribution, above the national mandate.
* Flexible working policies – full and part‐time employment options, standard full‐time week of 37.5 hours, minimum 20 hours for part‐time.
* Funded development opportunities.
* Generous leave – annual, sick and carers leave, one additional day per year, access to additional leave during reduced activity period (Christmas stand‐down).
* Access to Health, Wellbeing, Diversity and Inclusion networks.
* Free parking and gym on most Defence sites.
* Access to Defence messes with subsidised meals on most Defence sites.
* Remote locality allowances and leave, remuneration dependent on circumstances and location.
Application Closing Date
Thursday 9 April 2026
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