Customer Service Officer (Affirmative measure Aboriginal and Torres Strait Islander employment)

We are seeking Customer Service Officers to join our Frontline Operations group.

Customer Service Officer – APS 3

This vacancy is only open to Aboriginal and Torres Strait Islander applicants. This initiative helps to increase the number of Aboriginal and Torres Strait Islander people employed in the APS, to better reflect the diversity of the Australian community. To be eligible for this role candidates must provide confirmation of their Aboriginal and/or Torres Strait Islander heritage.

We are looking for passionate, client focused individuals to join our Frontline Operations group in a variety of roles including:

Service Delivery Officer: A Service Delivery Officer primarily responds to client and agent enquiries, providing guidance and education to help them meet taxation and superannuation obligations. This role emphasises problem-solving and analytical tasks related to requests, while maintaining strong client relationships and delivering exceptional service across multiple channels. They may also mentor less experienced staff and work in a scheduled environment to assist and educate clients.

Your role will involve assisting taxpayers with their taxation and superannuation enquiries through an inbound telephony channel. The majority of your working time may be primarily spent responding to incoming calls in a scheduled call centre environment, supporting real-time client interactions.

Lodge and Pay Officer: A Lodge and Pay Officer works extensively with clients to address lodgment and payment obligations, helping them get back on track with their taxation and superannuation affairs. This role focuses on debt management, lodgment compliance, and payment actions, including preparing and processing legal notices and undertaking recovery actions. They ensure the accuracy of taxpayer records and contribute to initiatives that improve compliance outcomes and service efficiency.

Debt Collection Officer: A Debt Collection Officer specialises in debt recovery and enforcement actions, engaging with clients through inbound and outbound calls and processing correspondence. They verify client information to resolve complex issues, maintain accurate records, and ensure compliance with ATO obligations. The role may involve preparing legal notices and executing recovery actions to meet legislative requirements, with a strong emphasis on timely and consistent outcomes.

Duties for all of the above roles may include:

- 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

- strategic engagement and implement legal compliance actions to shift taxpayer behaviour, applying consequences for deliberate non-compliance.

Some roles will require working within a scheduled contact centre environment, providing high quality service to clients between 7am and 7pm responding to incoming phone calls and supporting real-time client interactions.

These roles may be offered on an ongoing or non-ongoing basis in Adelaide, Albury, Box Hill (VIC), Brisbane CBD, Dandenong, Geelong, Gosford, Melbourne CBD, Moonee Ponds, Newcastle, Parramatta, Penrith, Townsville, Upper Mount Gravatt or Wollongong.

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.