APS 3 – Customer Service Officer Job in Singleton NSW at Australian Government Department of Defence –
Singleton – NSW, Williamtown – NSW
Customer Service Officers (CSO) accurately answer enquiries and efficiently address customer issues regarding a broad range of internal products and services. Engaging with customers primarily through email and face-to-face interactions, CSOs engage with serving Australian Defence Force members, ex-serving and Reserve members, the Australian Public Service, and the general public.
To be successful in the role, you will be able to build effective working relationships with internal and external stakeholders that enhance customer experience.
The role works as part of a nationally dispersed team delivering:
Frontline customer service
Enquiry and issue management within agreed performance metrics
Basic research and analysis activities
Administrative duties such as data entry, processing, and follow-up calls
Ongoing self-improvement and professional development
CSOs are supported with ongoing training, coaching and performance development through a Quality Framework designed to ensure skills and knowledge are expanded to enhance and maintain the delivery of quality and consistent customer service to our customers.
CSOs are employed Australia-wide, enabling our three services – Navy, Army and Air Force – to do their job. Your career is limitless as a public servant in the Department of Defence. With over 16,000 civilians employed Australia-wide, Defence offers dynamic public service careers across our diverse and unique internal groups and agencies.
Full-time ongoing roles are available at:
RAAF Williamtown, in Williamtown
Singleton Military Area, in Singleton
About our Team
The Directorate of Defence Archives and Service Centres is part of the Defence ‘Customer Service Network’ that comprises call centre, email and face-to-face customer services, archives, travel, publishing and library functions.
Our dedicated staff provide high-quality customer service to serving Australian Defence Force, ex-serving and Reserve members, the Australian Public Service, and the general public.
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:
Demonstrated experience in a customer service or service delivery environment
Demonstrated commitment to on-the-job training 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.
Ability to work collaboratively and actively participate in group activities
Initiative to resolve customer enquiries where solutions are documented in knowledge articles, policy and procedures
In turn, we will provide you with:
Performance-related salary progression
Standard hours of 37.5 hours per week
Negotiated flexible work arrangements
Ongoing training and development
Annual leave of 20 days per year
Personal/carers leave of 15 days per year
An additional day of leave per calendar year in addition to regular leave
Christmas stand down (a paid break during the Christmas and New Year period in addition to regular leave)
A range of Parental and Reservist leave
A number of Health, Wellbeing, Diversity and Inclusion networks
Defence Employee Assistance Program provided by Converge International
This role is ideal for energetic and motivated individuals focusing on customer service and ongoing learning and development. We are looking for enthusiastic people to join our team and form a Merit Pool of suitable candidates for future placement.
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About the Company
Company: Australian Government Department of Defence –
Company Location: Singleton NSW