Service Delivery Specialist (APS4) — Customer Impact

Australian Department of Defence; Cooma; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Defence Enterprise Collective Appeal

4% superannuation

Job summary

Australian Department of Defence in Cooma NSW seeks APS 4 Service Delivery Support Officers to back a national team delivering service outcomes and guidance to APS 3 staff.

You will answer customer enquiries across channels, provide real-time guidance, conduct analysis and contribute to continuous improvement.

This role requires relationship building with stakeholders, adherence to policies and values, and resilience as work locations may shift under Defence estate plans.

Qualifications

• Commitment to learning new skills and participation in activities to build customer service skills, systems knowledge and product understanding.
• Ability to communicate with internal and external customers across channels, including face-to-face, email and phone queries.
• Ability to work collaboratively and actively participate in group activities, both in person and remotely via platforms such as Skype or Teams technology.
• Initiative to resolve customer enquiries through accurate interpretation of internal knowledge articles, policy and procedures.
• Be comfortable working in an environment where you are required to meet Key Performance Indicators and contact centre metrics as part of the service centre environment.

Responsibilities

• Provide guidance and real time support to APS 3 staff via chat, phone or face-to-face
• Conduct analysis, quality assurance and operational support activities
• Identify emerging issues, and trends and contribute to solutions that improve service quality and operational effectiveness
• Exercise initiative in resolving customer issues and determining appropriate escalation pathways.
• Contribute to continuous improvement initiatives that enhance efficiency, consistency and customer outcomes
• Support the achievement of the team and organisational outcomes through collaboration, knowledge sharing and capability development
• Comply with relevant legislative frameworks, policies and
• Demonstrate accountability, professionalism and APS values in all aspects of work.

Job description

Australian Department of Defence in Cooma NSW seeks APS 4 Service Delivery Support Officers to back a national team delivering service outcomes and guidance to APS 3 staff.

You will answer customer enquiries across channels, provide real-time guidance, conduct analysis and contribute to continuous improvement.

This role requires relationship building with stakeholders, adherence to policies and values, and resilience as work locations may shift under Defence estate plans.