Veterans Commemoration Services Officer

SOS Recruitment; Canberra; On-site; AUD 112,000 - 116,000; Full time

Job summary

SOS Recruitment is seeking an APS4 Official Commemoration Provisioning Officer to support official commemoration services for Australian war veterans in Canberra. The role requires compassionate, policy-driven guidance and the ability to handle sensitive client interactions with high emotional intelligence.

You will engage with veterans, families and stakeholders, processing enquiries, applying eligibility rules and coordinating with service providers to ensure respectful memorialisation

Qualifications

• Strong customer service and communication skills.
• Empathy, resilience and professionalism.
• Ability to interpret and apply policies and procedures.
• Experience within government, veterans’ services, funeral services, cemeteries/crematoria, community services or another sensitive client service environment would be highly regarded.

Responsibilities

• Provide sensitive and accurate advice to veterans, bereaved families and other clients regarding official commemoration and memorialisation arrangements.
• Manage telephone, online and written enquiries, including sensitive or complex client matters.
• Assess client needs and interpret and apply relevant policies, procedures and eligibility requirements.
• Provide information regarding official commemorations, service emblems and memorialisation arrangements.
• Liaise with cemeteries, crematoria, funeral providers, veteran advocates, service providers and internal stakeholders.
• Prepare correspondence and respond to general enquiries received through shared inboxes.
• Assist with supplier and administrative processes, including work orders, invoices, payments and compliance checks.
• Maintain accurate records and update information within relevant government systems.
• Contribute to continuous improvement of business processes and service delivery.

Skills

Customer service

Communication

Empathy

Emotional intelligence

Resilience

Judgement

Time management

Stakeholder management

Organisational skills

Tools

TechOne

Job description

SOS Recruitment is seeking an APS4 Official Commemoration Provisioning Officer to support official commemoration services for Australian war veterans in Canberra. The role requires compassionate, policy-driven guidance and the ability to handle sensitive client interactions with high emotional intelligence.

You will engage with veterans, families and stakeholders, processing enquiries, applying eligibility rules and coordinating with service providers to ensure respectful memorialisation