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Aps3 Client Contact Support Officer

Department of Veterans' Affairs - Adelaide, SA

Administration & Secretarial
Source: uWorkin


Full Job Description
Location: Adelaide SA
Contact Officer: Jennifer Greening on 08 8290 0367

The Department of Veterans' Affairs is looking to recruit Client Contact Support Officers in the Surry Hills office.

As a Client Contact Support Officer in our Veterans Access Network, you will respond to enquiries from the veteran community and provide information and support to our clients on the benefits and services provided by the Department.

You will build and sustain positive client relationships and exercise good judgment when resolving enquiries. You will use high attention to detail when maintaining the integrity of DVA records and be responsive to rapidly changing priorities.

You will work collaboratively within your team, share knowledge and actively support continuous improvement.

Your work will involve extensive client contact in a scheduled telephony environment. You will interact with the community through communication channels which include phone, email and online portals.

Duties include:
  • Delivering a professional telephone enquiry service and provision of 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 online services.
  • Referring complex enquires to specialist 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
  • Providing administrative support and assisting in the preparation of relevant resource materials as required
  • Positive participation in process improvement, team planning and own professional performance development
Eligibility: Applicants must be an Australian citizen to apply.

Notes: Opportunity Status: Ongoing/Non-ongoing. A merit pool will be established that may be used to fill similar positions within the next 12 months.

DVA embraces and fosters a culture that supports diversity, inclusion and respect, where people are empowered to fulfil their potential. We welcome people with diverse skills, experiences, perspectives and backgrounds, and encourage applications from Aboriginal and Torres Strait Islander people, people with disability, people that identify as LGBTIQ+, and people from culturally and linguistically diverse backgrounds.

DVA is committed to improving the data skills and capability of our workforce to underpin our goal of becoming a leading data-driven organisation.

RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job. For more information visit: https://www.apsc.gov.au/recruitability

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