Contact Support Officer

RSL Queensland; Brisbane; Hybrid; AUD 60,000 - 76,000; Full time

Job summary

RSL Queensland in Brisbane is seeking a Contact Support Officer for our Veteran Services team. You will be the first point of contact for veterans and families seeking information on pensions, DVA entitlements, and wellbeing, delivering accurate guidance and referrals where needed.

Based in Fortitude Valley, this permanent full-time role requires in-office presence three days per week. You will help maintain records, support volunteers and districts, and contribute to service improvements.

Qualifications

• Empathy and ability to work in a sensitive, complex environment.
• Proven experience in high-volume, quality customer service.
• Excellent phone and written communication; strong listening and clarity.

Responsibilities

• Respond to phone and written enquiries about DVA entitlements and claims.
• Triage enquiries and refer cases to advocates or welfare officers.
• Keep accurate records of contacts and follow up issues.
• Maintain up-to-date contact lists of Advocates and Welfare Officers.
• Support Districts, Sub Branches and volunteers with information on pension services and rights of appeal.
• Prepare activity reports and statistics.
• Look for ways to improve and extend client contact services.

Skills

Empathy

Customer service

Communication

Listening

Attention to detail

Analytical thinking

Problem-solving

Relationship building

Tools

Microsoft 365

Job description

Make a real difference from the very first conversation

At RSL Queensland, supporting veterans and their families is why we exist. For more than 100 years we've provided care, commemoration and camaraderie to people who have served, and their families, across Queensland and nationally. Our work is funded by the Dream Home Art Union, Australia's largest and most successful not-for-profit prize home lottery.

About the role

As Contact Support Officer in our Veteran Services team, you'll be the first point of contact for veterans and families who contact us for help with pensions, Department of Veterans' Affairs (DVA) entitlements and claims, and wellbeing. Some enquiries you'll resolve on the spot. Others you'll refer quickly to the right Advocate, Veteran Services Officer or Wellbeing Officer, so every person gets the help they need.

Based in our office in Fortitude Valley, this is a permanent full-time position, which requires you to be in the office 3 days per week.

What you'll do

• Respond to phone and written enquiries, mainly about DVA entitlements and claims, with accurate and timely information
• Triage enquiries and refer cases that need advocacy or ongoing support to the right specialist
• Keep accurate records of contacts and follow up outstanding issues
• Maintain up-to-date contact lists of Advocates and Welfare Officers
• Support Districts, Sub Branches and volunteers with information on pension services and rights of appeal
• Prepare activity reports and statistics
• Look for ways to improve and extend our client contact services

What you'll bring

• Empathy, and the ability to work confidently in a sensitive and complex environment
• Ability to build and maintain good relationships both internally and externally to RSL (Queensland Branch)
• Solid experience managing high volumes in a quality customer service setting
• Excellent phone and written communication skills, with strong listening skills and clear speech
• Strong attention to detail and a high degree of accuracy
• Good analytical and problem-solving skills
• Confidence using Microsoft 365 and other online systems
• The ability to build strong relationships inside and outside the organisation

Highly regarded

• An understanding of the Australian Defence Force (ADF) environment and its unique sensitivities
• Knowledge of the veteran community

Embracing collaboration and innovation, we work as one to lead the change veterans need. We’re not afraid to go the extra mile or seek better ways of doing things. We look out for each other; we value all voices and respect perspectives that may differ from our own; and everything we do, we do with heart.