Aps 4 - Service Delivery Support Officer

Description:

• $76,277 - $83,274 + (pro-rata for part-time vacancies) + up to 15.4% Superannuation
• Adelaide - SA, Bandiana - VIC, Brisbane CBD - QLD, Cairns - QLD, Canberra - ACT, Cooma - NSW, Darwin - NT, HMAS Cerberus - VIC, Hobart - TAS, Laverton - VIC, Melbourne CBD - VIC, Nowra - NSW, Perth CBD - WA, Puckapunyal - VIC, Queanbeyan - NSW, Sydney CBD - NSW, Townsville - QLD, Wagga Wagga - NSW

The Role
We have exciting opportunities for APS 4 Service Delivery Support Officers (SDSO) who can 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 SDSOs.
As a Service Delivery 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 all stakeholders to enhance and provide a quality customer experience. Your key responsibilities will be inclusive of, but limited to:
Technical Support:

• Provide national real-time SDSO support via chat, phone or face-to-face.
• Review workflow queues for errors and rework, providing support to SDSOs to undertake corrective action.
• Quality assessment.
• Conduct quality assessment on SDSOs and provide real-time feedback.
• Provide ad hoc on-the-job training for new SDSOs.
• Identify performance trends and reports to the Team Leader accordingly.
• Comply with relevant legislative frameworks, policies and procedures.

Training:

• Deliver and participate in on-the-job training and participation in activities to build and maintain customer service skills, systems and product knowledge.
• Provide SDSO product support training.
• Provide new starter training and support as required.

Continuous improvement:

• Proactively seek out ways to improve our existing processes and drive change.
• Contribute to improving the tools our SDSOs use, i.e., Knowledge Article review and updates.
• Champion ways that SDSOs can work more effectively without compromising quality or the customer experience.

With over 16,000 civilians employed Australia-wide, Defence offers dynamic public service careers across our diverse and unique internal groups and agencies. We offer flexible work arrangements within our operational requirements of a service centre business.
About our Team
Defence’s primary mission is to protect Australia and its national interests, promote security and stability in the world and support the Australian community as directed by the Government. The Customer Service Network comprises contact centres, email and face-to-face customer services, archives, travel, publishing,
We enable Defence personnel to achieve their mission through delivery of excellent customer services through our phone, email and face-to-face access channels. One of the best things about our team is the variety of our work; every day is different, with new puzzles to solve and interesting work crossing our desks.
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 passion for customer service.
• 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 15.4% superannuation, well above the national mandate of 11.5%.
• Provide flexible working policies including: work hours, work days, full and part time employment options with a standard full time working week of 37.5 hours and a minimum of 20 hours for part time employees.
• Offer a diverse range of funded development opportunities that will help you grow professionally.
• 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 networks.