Frontline Operations Officer

Australian Taxation Office; City of Melbourne; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Inclusive recruitment practices

Diversity in workforce

Job summary

A government agency in Australia is looking for a Frontline Operations Officer to enhance client service within the Frontline Operations group. This role entails assisting clients with their taxation and superannuation obligations through various channels, including phone and web chat. Successful candidates will showcase strong problem-solving abilities and build positive relationships with clients while maintaining accurate records. The agency prioritizes diverse and inclusive recruitment practices, encouraging applications from all backgrounds.

Qualifications

• Able to assist clients through various channels including phone, web chat, and email.
• Experience in strategic engagement and implementing legal compliance actions.
• Ability to maintain accurate records and apply relevant policies.

Responsibilities

• Engage with clients to support taxing, superannuation, and registration outcomes.
• Build and maintain positive client relationships.
• Collaborate with team members to resolve issues and contribute to improvements.

Skills

Client focus

Problem-solving

Analytical skills

Effective communication

Job description

Frontline Operations Officer – APS 3

We are seeking Frontline Operations Officer to join our Frontline Operations group.

Frontline Operations Officer – APS 3

We are looking for passionate, client focused individuals to join our Frontline Operations group in a variety of roles including:

Service Delivery Officer

A Service Delivery Officer primarily responds to client and agent enquiries, providing guidance and education to help them meet taxation and superannuation obligations. This role emphasises problem-solving and analytical tasks related to requests, while maintaining strong client relationships and delivering exceptional service across multiple channels. They may also mentor less experienced staff and work in a scheduled environment to assist and educate clients.

Lodge and Pay Officer

A Lodge and Pay Officer works extensively with clients to address lodgment and payment obligations, helping them get back on track with their taxation and superannuation affairs. This role focuses on debt management, lodgment compliance, and payment actions, including preparing and processing legal notices and undertaking recovery actions. They ensure the accuracy of taxpayer records and contribute to initiatives that improve compliance outcomes and service efficiency.

Debt Collection Officer

A Debt Collection Officer specialises in debt recovery and enforcement actions, engaging with clients through inbound and outbound calls and processing correspondence. They verify client information to resolve complex issues, maintain accurate records, and ensure compliance with ATO obligations. The role may involve preparing legal notices and executing recovery actions to meet legislative requirements, with a strong emphasis on timely and consistent outcomes.

Duties for all of the above roles may include:

• assisting clients through various channels including phone, web chat, email, paper and online portals to help them meet their taxation, superannuation, and registration obligations
• understand individual client circumstances and provide tailored advice aligned with current legislation, policy and procedures
• engage in meaningful conversations to support and facilitate client’s payment, lodgment and registration outcomes
• strategic engagement and implement legal compliance actions to shift taxpayer behaviour, applying consequences for deliberate non-compliance.

Some roles will require working within a scheduled contact centre environment, providing high quality service to clients between 7am and 7pm.

Through active and strategic engagement, you will deliver tailored, contemporary and outcome focused solutions that shape client behaviour and encourage ongoing willing participation in the taxation and superannuation systems.

You will build and maintain positive client relationships while making informed decisions to resolve enquiries.

You’ll maintain the integrity of ATO records by accurately recording client information and applying relevant policy and procedures.

You will work as a part of a team, sharing your knowledge to collaboratively resolve issues and contribute to continuous improvements.

These roles may be offered on an ongoing or non-ongoing basis in Adelaide, Albury, Box Hill (VIC), Brisbane CBD, Burnie, Dandenong, Geelong, Gosford, Hobart, Melbourne CBD, Moonee Ponds, Newcastle, Parramatta, Penrith, Perth, Townsville, Upper Mount Gravatt or 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.