Job Title

We are seeking motivated APS4 Frontline Operations Officers to join our Frontline Operations group.As a member of Frontline Operations, you will support the delivery of high-quality services, ensuring the integrity of Australias tax and superannuation systems.As a Frontline Operations Officer, you will provide support to colleagues by sharing knowledge, expertise, offering guidance on more complex or sensitive enquiries, and contributing to capability building to promote consistent and high-quality service delivery. Youll also deliver client-focused services across a range of Frontline Operations roles, supporting individuals to meet their taxation, superannuation and registration obligations. Youll manage higher-volume and more complex service activities while ensuring accurate, timely and professional outcomes for clients.We are looking for passionate individuals to join our Frontline Operations group in a variety of roles including:Service Delivery OfficerAs a Service Delivery Officer, you will respond to both staff and client enquiries and provide guidance to support the management of taxation and superannuation obligations. Youll resolve a range of queries by applying procedures and judgement, while delivering quality service across multiple communication channels. You may review work against quality standards, provide feedback, and support colleagues through daytoday guidance.Service Delivery Complaints OfficerAs a Service Delivery Complaints Officer, you will be responsible for managing and resolving client complaints to achieve fair and timely outcomes. Youll analyse complaint information, exercise judgement, and capture insights to help identify recurring issues and improve the client experience. Youll work collaboratively with internal stakeholders and engage clients across multiple communication channels to support effective resolution and quality service delivery outcomes.Debt Collection OfficerAs a Debt Collection Officer, you will be responsible for working with staff, clients and stakeholders to manage and recover outstanding debts in line with taxation obligations. Youll resolve complex debtrelated enquiries, prepare and process recovery actions, and maintain accurate taxpayer records. Youll support quality outcomes by maintaining quality assurance and providing coaching and technical advice to colleagues on more complex issues, while delivering professional service across multiple communication channels.Duties for all the above roles may include:supporting colleagues by providing guidance on complex or sensitive client matters, including mentoring and knowledge sharing to promote accurate, consistent and high quality outcomesresponding to client, agent and staff enquiries across multiple channels, including phone, digital platforms and written correspondence, in line with service delivery standardsmanaging client interactions relating to lodgement, payment, debt, complaints or general account enquiries, as relevant to the rolegathering verifying and recording client information to ensure accuracy, integrity and compliance with recordkeeping requirementsprocessing correspondence, forms and transactions in accordance with established procedures, policies and service delivery timeframesmanaging individual workloads effectively to support timely resolution of matters and positive client and staff experiencesresolving escalated service matters or complaints within defined legislative, policy and operational frameworksmaintaining accurate, complete and contemporaneous records across ATO systems and toolsworking collaboratively within a frontline team to deliver consistent, professional and high quality services.Some roles will require working within a scheduled contact centre environment, providing high quality service to clients between 7am and 7pm.These roles may be offered on an ongoing or nonongoing basis in Adelaide, Albury, Box Hill (VIC), Brisbane CBD, Burnie, Dandenong, Geelong, Gosford, Hobart, Melbourne CBD, Moonee Ponds, Newcastle, Parramatta, Penrith, Perth, 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. #J-18808-Ljbffr