Position: Senior Service Delivery Officer
Employment Type: Full time
Salary: $88,923- $92,670 + attractive Superannuation
The Department's Veterans' Access Network is the Department's first point of contact for general client enquiries and interactions. Offices are located in state and territory capitals and other locations across regional and rural Australia. The Veterans' Access Network 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.
The Senior Service Delivery Officer based in Melbourne will be responsible for providing support to staff located in our locations at Melbourne, Morwell, Ballarat, Geelong, Wodonga and Woden in the ACT.
Responsibilities: Manage a team of APS 3 and APS 4 Client Contact Officers working in a call centre environment. Ensure team members are adequately trained, supervised, and receive ongoing performance development and feedback. Conduct active call monitoring and quality assurance evaluations. Develop and deliver onboarding and training materials, ensuring they are nationally consistent. Act as a first point of contact for any escalated issues, including complex or sensitive calls. Identify systemic issues and knowledge gaps and seek to address these. Apply significant technical and corporate knowledge to build the capability of staff through feedback, coaching, and on-the-job training. Please refer to the Candidate Information Pack for a list of duties related to this role.
The Department of Veterans' Affairs (DVA) is an Australian Government agency that provides support and information for veterans and their dependants, Australian Defence Force personnel, Australian participants in British Nuclear Tests in Australia, members of the Australian Federal Police, and students, teachers, and historians.
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