Service Delivery Officer / Debt Collection Officer

Overview

Service Delivery Officer / Debt Collection Officer

We are looking for passionate, client focused individuals to join our Frontline Operations group in a variety of (APS 3) roles at the Australian Taxation Office.

Responsibilities

• assisting clients through various channels including phone, web chat, email, paper and online portals to help them meet their taxation, superannuation, and registration obligations
• understand individual client circumstances and provide tailored advice aligned with current legislation, policy and procedures
• engage in meaningful conversations to support and facilitate client’s payment, lodgment and registration outcomes
• navigate challenging interactions with empathy and professionalism, including support for vulnerable clients and those experiencing hardship or crisis
• work in a scheduled contact centre environment in some roles, providing high quality service to clients between 7am and 7pm
• deliver tailored, contemporary and outcome focused solutions that shape client behaviour and encourage ongoing willing participation in the taxation and superannuation systems
• build and maintain positive client relationships while making informed decisions to resolve enquiries
• maintain the integrity of ATO records by accurately recording client information and applying relevant policy and procedures
• work as part of a team, sharing knowledge to collaboratively resolve issues and contribute to continuous improvements

Location, employment type and seniority

Diversity and inclusion

We embrace the strength of diversity — through our people and the perspectives they bring. We are committed to inclusive recruitment practices and encourage applications from people with disability or neurodivergence, Aboriginal and Torres Strait Islander peoples, and individuals from all backgrounds. Reasonable adjustments can be provided throughout the recruitment process.

Additional information

We may form a merit pool to fill future similar vacancies in these locations and other locations within the same metropolitan area.

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