APS 4 Senior Client Contact Officer

Australian Department of Veterans' Affairs; Maroochydore; On-site; AUD 68,000 - 86,000; Full time

Job summary

Australian Department of Veterans' Affairs – Maroochydore QLD is seeking an APS4 Senior Client Contact Officer within the Veterans Access Network (VAN) team. The role supports veterans, serving members and families by providing information and advice on DVA benefits and services.

Reporting to a VAN Manager (APS 6), you will respond to enquiries, record interactions in DVA systems, and contribute to processing client updates.

Responsibilities

• Respond to enquiries from veterans, serving members, their families and advocates.
• Record all interactions using DVA systems and contribute to client updates.
• Refer complex cases to the appropriate business area for further assistance.
• Support service delivery as part of the Veterans Access Network (VAN) team.

Job description

Australian Department of Veterans' Affairs – Maroochydore QLD

Senior Client Contact Officers APS4 work within the Ministerial Engagement and Communications Division of the Department of Veterans’ Affairs (DVA) and the VAN team. They respond to incoming enquiries from members, veterans, (their advocates, representatives) and family members of the Australian Defence Force, as well as third parties, including government departments and agencies, and ex-service organisations. Senior Client Contact Officers possess a broad knowledge of DVA benefits and services and utilise this knowledge to provide information and advice to individuals making enquiries, including referring them to an appropriate business area when their enquiries require more detailed assistance and advice. They record all interactions using DVA systems and contribute to the processing of client system updates and documentation as required. An ability to achieve goals whilst communicating and collaborating effectively with a wide range of stakeholders is paramount.

Senior Client Contact Officers work under the general direction of a VAN Manager (APS 6). They are accountable for delivering advisory and administrative functions with close reference to legislation and DVA policies and guidelines, and exercising judgement to prioritise, manage and complete their work in a timely fashion. Senior Client Contact Officers at the APS 4 level may represent DVA at commemorative events and other ex-service functions, as well as assisting in team management.

APS 4 Senior Client Contact Officers operate in an environment of ongoing learning, and contribute to this by sharing information, knowledge and expertise with other team members. The information they deal with is sensitive and personal and must be managed with respect to the need to maintain its privacy, confidentiality and integrity.

Please note that these positions require an on-site presence at the advertised office location. As part of the Veterans' Access Network (VAN), Senior Client Contact Officers deliver face-to-face services to veterans, serving members, their families and representatives, in addition to providing support via telephone and electronic channels. Due to the nature of these duties, successful candidates will be required to work from the office to support service delivery. After the initial training period has been completed, flexible working arrangements may be available, depending on the operational requirements of each location.

DUTIES

Please refer to Candidate Information Pack for a list of duties related to this role.

ELIGIBILITY

• Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the Australian Public Service (APS).
• Any successful candidate external to DVA offered employment will be required to undergo pre-engagement screening checks, even if they currently have a security clearance. The screening checks are conducted in accordance with the Australian Government Protective Security Policy Framework requirements.
• Any successful candidate will be required to obtain and/or maintain, a Baseline Vetting (AGSVA) security clearance as a minimum.

NOTES

This recruitment process may be used to fill ongoing and/or non-ongoing position/s. For more information about the role, please see the Candidate Information Pack.

A merit pool of suitable applicants may be created which may be used to fill future ongoing and non-ongoing vacancies should they become available over the next 18 months.

Successful applicants engaged into the APS will be subject to a probation period.

We welcome people with diverse skills, experiences and perspectives. DVA is committed to building a workforce that reflects the community we serve and encourages applications from:

• Veterans and former Australian Defence Force members, whose skills and experience are highly valued across the APS
• Aboriginal and Torres Strait Islander peoples
• People with disability
• People who identify as LGBTQIA+
• People from culturally and linguistically diverse backgrounds

We are a Veteran Employer of Choice! This means you benefit from a workplace actively supporting veterans and families of veterans – one that understands and values military experience. You’re joining an organisation publicly recognised for its commitment to fostering veteran-friendly employment pathways and long-term career success.

The Australian Public Service (APS) values the unique skills, perspectives, and experiences that veterans gain during their Australian Defence Force (ADF) employment and encourage veterans to apply. Support may be available to veterans transitioning to meaningful APS careers through participation in VetPaths, which offers veterans an opportunity to participate in a six-month program offering formal learning and development, career mentoring and activities for wellness and peer support. More information can be found on the DVA Website.

RecruitAbility applies to this vacancy. Under the RecruitAbility scheme, you will be invited to participate in further assessment activities for the vacancy if you choose to opt-in to the scheme, declare you have a disability and meet the minimum requirements for the vacancy. All requests for reasonable adjustments will be considered and managed in consultation with you. Further information can be found at https://www.apsc.gov.au/recruitability.