Service Delivery Support Officer

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 - Cooma NSW

Please note, Leeuwin Barracks is in scope for divestment under Defence Estate Audit outcomes and subsequently, please expect your work location to change to another WA site in the next 12-24 months.

We are establishing a Merit Pool to fill future vacancies, for APS 4 Service Delivery Support Officers (SDSO), who support a national team to deliver excellent service delivery outcomes, and have the skills, or ability to quickly develop the skills, to provide product knowledge support to APS 3 Service Delivery Officers (SDO’s).

As a Service Delivery Support Officer (SDSO) you will answer customer enquiries regarding a broad range of internal products and services. SDSOs engage with serving ADF members, ex serving and Reservists, the Australian Public Service, and the public in their daily interactions.

To be successful in the role, it is essential for you to be able to build effective working relationships with stakeholders to enhance and provide a quality customer experience. Your key responsibilities will be inclusive of, but not limited to:

• 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

About our Team

We're part of the Security and Estate Group (SEG) - the team that develops and maintains Defence's estate and delivers essential services and security across the organisation.

Our Customer Service Centres are part of the Defence Customer Service Network, supporting a wide range of Level 1 customer queries. These are everyday questions like pay, travel, and entitlements, which we resolve using clear guidance, system tools, and escalation pathways.

We play a key role in supporting Defence capability by delivering seamless, reliable services that allow our customers - including ADF members, APS staff, and contractors - to focus on their mission.

We're a high-tempo, growth-oriented team that values collaboration, accountability, continuous learning and improvement. One of the best parts of the role is the variety - no two days are the same. You'll take on new challenges, contribute to meaningful work, and be part of a team that’s always adapting and progressing.

If you are looking for your next leadership opportunity, you'll find a place here where your ideas are valued, your growth is supported, and your work makes a real difference

Our Ideal Candidate

The successful candidate will be a team-orientated and customer service focused individual. To be successful in the role, you will have:

• A commitment to learning new skills and participation in activities to build and maintain customer service skills, systems knowledge and product understanding.
• Ability to communicate with internal and external customers across various 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.

In turn, we will:

• Provide a competitive salary that increases over time as part of the Defence Enterprise Collective Agreement and performance progression processes.
• Support your future by contributing up to 4% superannuation.
• Offer a diverse range of funded development opportunities that will help you grow
• Provide generous leave opportunities including annual leave, sick and carers leave, one additional day per year as part of the Defence Enterprise Collective Agreement and access to additional leave over the end of year reduced activity period (also referred to as Christmas stand down).
• Access to a number of Health, Wellbeing, Diversity and Inclusion

Application Closing Date: Sunday 11 October 2026

For further information please review the job information pack, reference SEG/05378/26 on https://defencecareers.nga.net.au/?jati=E078436B-8683-CDE7-26A8-ED4DBC962D95