Service Delivery Officers

The Role

Service Delivery Officers (SDOs) answer customer enquiries regarding a broad range of internal products and services through a combination of face-to-face, email and phone channels. SDOs engage with serving Australian Defence Force members, ex-serving and Reserve members, the Australian Public Service, and the general public in their daily interactions. To be successful in the role, you will need to be able to build effective working relationships with both internal and external stakeholders to enhance and provide a quality customer experience. 

A day in the life of a SDO, as part of our nationally dispersed teams: 

• Work in a scheduled contact centre environment to answer 1800DEFENCE phone enquiries, respond to emails in our national email inbox and complete various administrative tasks. 
• Interpret our extensive knowledge articles to effectively assist enquiries and provide advice.
• Identify our customers' needs and provide relevant information to them within agreed performance metrics. 
• Complete basic research and analysis activities as required. 
• You will complete administrative duties such as data entry, processing, virtual filing and redaction of records which all require accurate and effective processing in line with various legislative requirements.

SDOs are supported with a modern adult learning principled approach to ongoing training, coaching and performance development through our Quality Framework. This framework is designed to ensure every SDO’s skills and knowledge are expanded to enhance and maintain the delivery of quality and consistent customer service excellence. With over 16,000 civilians employed Australia wide, Defence offers dynamic public service careers across our diverse and unique internal groups and agencies. We also offer flexible work arrangements within our operational requirements. 

Although these roles are predominantly full time positions, we will also consider part-time work hours and non-ongoing work options for the right candidates if it suits operational requirements.

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 (CSN) comprises contact centres, email and face-to-face customer services, archives, travel, publishing, e-resources and library functions. 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 challenges to solve and interesting work crossing our desks.

We currently have vacancies in our 1800DEFENCE Contact Centres in Cooma NSW, Hobart TAS and Bullsbrook WA. We provide flexible job opportunities within the operational hours of: Monday, Wednesday, Thursday and Friday – 0730hrs to 1900hrs (AEST) & Tuesday – 0730hrs to 2200hrs (AEST).

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 overtime 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%.
• 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.

Application Closing Date: Thursday 2 May 2024

For further information please review the job information pack, reference SEG/03343/24 on https://defencecareers.nga.net.au/?jati=29625041-3806-E137-36B3-DAA87B764CAB