Our client works closely with Australian ex-service organisations, the Department of Defence and veteran communities both nationally and internationally to deliver high-quality, connected and responsive services.
The organisation is committed to creating a flexible, diverse and inclusive workplace, welcoming people from a broad range of backgrounds, experiences and perspectives.

The Opportunity

Our client is seeking multiple experienced Senior Service Support Officer to join a national 24/7 telephony service that provides support, information and assistance to veterans, their families and key stakeholders.
Working as part of a frontline, rostered team, you will be responsible for providing high quality administrative and telephony support and ensuring clients receive a professional, responsive and compassionate service from their initial point of contact.
This is an opportunity to make a meaningful contribution to services supporting the veteran community while working within a collaborative and supportive environment.
The role operates in a rostered, telephony-based environment between 7:30 am and 5:30 pm, Monday to Friday.
You will receive regular coaching and have access to ongoing formal learning and development opportunities to support your success in the role.

About You

We are looking for candidates who have:

- Strong IT skills and the ability to confidently navigate multiple ICT systems simultaneously.
- Excellent interpersonal and communication skills.
- Experience working in a fast-paced, agile telephony or contact-centre environment.
- Experience providing administrative or clinical administrative support, ideally within mental health, wellbeing, health or community services.
- The ability to work effectively within a multidisciplinary and remote team environment.
- Strong organisational skills and attention to detail.
- The ability to manage competing priorities while meeting performance and service delivery targets.
- A positive,



professional and client-focused approach.
- A commitment to contributing to a supportive and collaborative team culture.

Key Responsibilities

- Undertake frontline telephony duties and manage initial client and stakeholder contact.
- Efficiently navigate multiple ICT systems to manage client information and respond to frontline enquiries.
- Work as part of a remote administrative team while meeting established KPIs and performance targets.
- Contribute to effective service delivery through queue management activities, including:
- Monitoring compliance with telephony schedules and service standards.
- Facilitating timely resolution of process and procedural queries.
- Providing process knowledge and support to team members.
- Provide front-of-house and administrative support across various service delivery streams.
- Undertake data entry and maintain accurate records.
- Participate actively in scheduled learning and development activities.
- Engage collaboratively in regular coaching and performance feedback processes.
- Assist with the delivery of administrative training and support learning and development activities.
- Work effectively within a rostered environment and adhere to established work schedules.
- Support the organisation's vision, mission and broader business objectives.

Mandatory Requirements

- Currently hold, or have the ability to obtain, a Working with Vulnerable People registration; OR
- Currently hold, or have the ability to obtain, a Working with Children Check.

Why Join Our Client?





- This is an excellent opportunity to join an organisation where your work directly contributes to supporting Australia's veteran and Defence community.
- You will be part of a purpose-driven team, with access to ongoing coaching, professional development and a workplace that values diversity, inclusion and employee wellbeing.
- If you are an experienced service support professional who enjoys helping people, working in a fast-paced environment and contributing to meaningful outcomes, we encourage you to apply.

What is on Offer!

- Competitive Hourly Rate
- Full Time Hours
- Hybrid Model

For any questions, please call Mel Ireland, 07 3239 2598 or email, [email protected]
#SCR-melanie-ireland

Applicants new to DFP may be asked to provide additional information including work rights status via a survey link - if requested, we ask that you provide this information in order to expedite your application.

DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via [email protected] or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.

By clicking 'apply', you give consent that DFP may use your personal information to process your job application and to contact you for future employment opportunities. For further information on how DFP process your personal information please review the DFP Information Collection and Privacy Policy via https://www.dfp.com.au/about-us-1/policies. Do not submit any sensitive personal information in your resume.

📌 Senior Service Support Officer (Brisbane)
🏢 Dfp Recruitment
📍 Brisbane