Veteran Support & DVA Enquiries Specialist

RSL Queensland; Brisbane; Híbrido; AUD 60.000 - 76.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Empathy

Customer service

Communication

Listening

Attention to detail

Analytical thinking

Problem-solving

Relationship building

Herramientas

Microsoft 365

Descripción del empleo

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.