The Veterans Access Network (VAN) is the Department's first point of contact for general client enquiries. Offices are located in state/territory capitals and other key locations, including regional and rural Australia. The VAN is a national work unit, providing high quality and professional services to the veteran community, which primarily consists of veterans and their families, current serving members and representatives of ex-service organisations.
VAN Client Contact Officers work within a call centre environment answering client enquiries regarding a broad range of DVA supports and services through a combination of phone, face-to-face and email channels. Client Contact Officers are supported in their learning and development with ongoing training, coaching and performance development to enhance and maintain the delivery of quality client services.
Our ideal candidate
To be successful in this role, you don't need to have call centre experience, but will need to be someone who enjoys interacting with clients, and working in a team, in a structured and scheduled operating environment. You will need to be someone who enjoys a client service role and have problem-solving skills to manage client enquiries, process requests and handle feedback. You will need to be a good communicator, and be able to build effective working relationships with stakeholders, to enhance and provide a quality client experience.
The Veterans Access Network (VAN) is the Department's first point of contact for general client enquiries. Offices are located in state/territory capitals and other key locations, including regional and rural Australia. The VAN is a national work unit, providing high quality and professional services to the veteran community, which primarily consists of veterans and their families, current serving members and representatives of ex-service organisations.
VAN Client Contact Officers work within a call centre environment answering client enquiries regarding a broad range of DVA supports and services through a combination of phone, face-to-face and email channels. Client Contact Officers are supported in their learning and development with ongoing training, coaching and performance development to enhance and maintain the delivery of quality client services.
Our ideal candidate
To be successful in this role, you don't need to have call centre experience, but will need to be someone who enjoys interacting with clients, and working in a team, in a structured and scheduled operating environment. You will need to be someone who enjoys a client service role and have problem-solving skills to manage client enquiries, process requests and handle feedback. You will need to be a good communicator, and be able to build effective working relationships with stakeholders, to enhance and provide a quality client experience.
We offer flexible work arrangements within our operational requirements. Our VAN Offices are open from 08:30am-4:30pm (for counter enquiries) and our VAN Telephony (call work) operates between 08:00am and 5:00pm Monday to Friday. Client Contact Officers work 7.5 hours per day (Monday to Friday) - within this service delivery model. While the Client Contact Officer roles are predominantly full-time positions, we will consider part-time work hours for the right candidates.
Duties
Eligibility
Notes
This recruitment process is being used to fill ongoing and/or non-ongoing position/s. For more information about the role, please see the Candidate Information Pack.
Where a non-ongoing position is offered, the role will be filled for an initial specified term of up to18 months.
A merit pool of suitable applicants may be created which may be used to fill future ongoing and non-ongoing vacancies should they become available over the next 18 months.
Successful applicants engaged into the APS will be subject to a probation period.
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. We are dedicated and committed to attracting and recruiting Aboriginal and Torres Strait Islander peoples and encourage applications from people with disability, people that identify as LGBTQIA+ and people from culturally and linguistically diverse backgrounds. Take on a rewarding, varied, and broad career with an Australian Public Service Department that can bring balance and flexibility to your working life, while supporting you to stay connected to your community.
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: Candidate Information Pack
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