AddressThis primarily consists of veterans and current serving members, their families and representatives of ex-service organisations.
Client Contact Officers assist members of the veteran community by answering enquiries via the telephone, face to face and electronic access channels. Officers make referrals if needed and undertake processing and system entry activities related to client needs.
The key duties of the position include
- Delivery of a professional telephone enquiry service and provide information on the range of benefits and services provided by DVA
- Guiding and assisting members of the veteran community to appropriate information resources, including the DVA website and registration for MyService
- Conducting client assisted claiming via Process Direct
- Provide tailored services to the local veteran community that is tailored to their needs
- Provide tailored services to the ex-service organisations within the community
- Process client related tasks within Process Direct
- Redirecting more complex enquires to the relevant sections of DVA in line with VAN procedures and escalation protocols
- Recording all telephone enquiries on a Client Contact database, and forwarding appropriate written correspondence where required
- Liaising with other DVA work areas, Government agencies and Ex-Service organisations as required
- Providing administrative and clerical support within the Team and assisting in the preparation of relevant resource materials as required
- Positive participation in process improvement, team planning and own performance management activities
- Entering data accurately and efficiently whilst running multiple applications simultaneously, including internet / intranet, MS window, Client Contact recording system and various management information systems
- Manage time, resources and accuracy of work processing to effectively meet agreed targets and performance standards and participate constructively in forward.
