Service Delivery Officer / Debt Collection Officer

Australian Taxation Office; Adelaide; On-site; AUD 60,000 - 70,000; Full time

Job summary

A government agency is seeking passionate, client-focused individuals for the role of Service Delivery Officer in Adelaide. The position involves assisting clients via various channels, providing tailored advice, and engaging with diverse clientele. This full-time role offers an entry-level opportunity in customer service within government administration, with a commitment to diversity and inclusion.

Qualifications

• Passionate about providing client-focused service.
• Ability to understand individual client circumstances.
• Experience in engaging with vulnerable clients.

Responsibilities

• Assist clients through various communication channels.
• Provide tailored advice aligned with current legislation.
• Support and facilitate client payment and lodgment outcomes.
• Maintain positive client relationships and record integrity.

Skills

Client-focused service

Empathy in communication

Problem-solving

Knowledge of legislation

Job description

Overview

Service Delivery Officer / Debt Collection Officer — Australian Taxation Office (ATO). We are looking for passionate, client-focused individuals to join our Frontline Operations group in a variety of APS 3 roles.

Responsibilities

• 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 the client’s payment, lodgment and registration outcomes.
• Navigate challenging interactions with empathy and professionalism, including support for vulnerable clients and those experiencing hardship or crisis.
• 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, and you’ll maintain the integrity of ATO records by accurately recording client information and applying relevant policy and procedures.
• You will work as part of a team, sharing your knowledge to collaboratively resolve issues and contribute to continuous improvements.

Locations, terms and eligibility

• Locations: 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.
• Employment type: Full-time
• Seniority level: Entry level
• Job function: Customer Service
• Industries: Government Administration
• Role type: Service Delivery Officer / Debt Collection Officer (APS 3)
• This role may be offered on an ongoing or non-ongoing basis.

Diversity, Inclusion and Recruitment

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.