$72,275 - $79,635 + up to 15.4% Superannuation

It is expected that this role will be performed in an office located in the advertised location/s. Defence supports flexible working arrangements where business needs allow.

These positions involve working in an rostered and/or scheduled environment. Dependent on operational requirements you may:

- Preference rostered days of work between 7am and 7pm AEST Monday, Wednesday - Friday and 7am to 10pm AEST Tuesdays
- Work a set roster and undertake scheduled activities.

Service Delivery Officers (SDOs) respond to customer enquiries regarding a broad range of internal products and services through a combination of email and phone channels. SDOs engage with serving Australian Defence Force members, ex serving and Reserve members, the Australian Public Service, and the general public in their daily interactions.

To be successful in the role, you will need to be able to build effective working relationships with both internal and external stakeholders to provide a quality customer experience.

A day in the life of a SDO, as part of our nationally dispersed teams:

- Work in a scheduled contact centre environment answering 1800DEFENCE phone enquiries, respond to emails in our national email inbox and complete various administrative tasks.
- Interpret our extensive knowledge articles to effectively assist enquiries and provide advice.
- Identify our customers' needs and provide relevant information to them within agreed performance metrics.
- Complete basic research and analysis activities as required.
- Complete administrative duties such as data entry, processing, virtual filing and redaction of records, which all require accurate and effective processing in line with various legislative requirements.

SDOs are supported with a modern adult learning principled approach to ongoing training, coaching and performance development through our Performance Framework. This framework is designed to ensure every SDO’s skills and knowledge are expanded to enhance and maintain the delivery of quality and consistent customer service excellence.

With over 16,000 civilians employed Australia wide, Defence offers dynamic public service careers across our diverse and unique internal groups and agencies. We also offer flexible work arrangements that work within our operational requirements.

A Merit Pool will be established from this recruitment activity to fill any future vacancies.

About our Team





We’re part of the Security and Estate Group (SEG) - the team that develops and maintains Defence’s estate and delivers essential services and security across the organisation.

Our Customer Service Centres are part of the Defence Customer Service Network, supporting a wide range of Level 1 customer queries. These are everyday questions like pay, travel, and entitlements, which we resolve using clear guidance, system tools, and escalation pathways.

We play a key role in supporting Defence capability by delivering seamless, reliable services that allow our customers - including ADF members, APS staff, and contractors - to focus on their mission.

We’re a high-tempo, growth-oriented team that values collaboration, accountability, continuous learning and improvement. One of the best parts of the role is the variety - no two days are the same. You’ll take on new challenges, contribute to meaningful work, and be part of a team’s always adapting and progressing.

If you are looking for your next leadership opportunity, you’ll find a place here where your ideas are valued, your growth is supported, and your work makes a real difference.

Our Ideal Candidate

The successful candidate will be a team-orientated and customer service focused individual.

To be successful in the role, you will have:

- A commitment to learning new skills and participation in activities to build and maintain customer service skills, systems knowledge and product understanding.
- Ability to communicate with internal and external customers across various channels, including email and phone queries.
- Ability to work collaboratively and actively participate in group activities, both in person and remotely.
- Initiative to resolve customer enquiries through accurate interpretation of internal knowledge articles, policy and procedures.
- Be comfortable working in an environment where you are required to meet Key Performance Indicators and contact centre metrics as part of the service centre environment.

In turn, we will:





- Provide a competitive salary that increases over time as part of the Defence Enterprise Collective Agreement and performance progression processes.
- Support your future by contributing up to 15.4% Superannuation.
- Provide flexible working policies including: work hours, work days, full and part time employment options with a standard full time working week of 37.5 hours.
- Offer a diverse range of funded development opportunities that will help you grow professionally.
- Provide generous leave opportunities including annual leave, sick and carers leave, one additional day per year as part of the Defence Enterprise Collective Agreement and access to additional leave over the end of year reduced activity period (also referred to as Christmas stand down).
- Access to a number of Health, Wellbeing, Diversity and Inclusion networks.
- Access to free parking (on most Defence sites).

Application Closing Date: Thursday 8 October 2026

The Australian Department of Defence plays an important and strategical role for the Australian Federal Government.

Working in Defence as a public servant is more than a job, it is an opportunity to be part of a diverse, integrated team of Australian Defence Force (ADF) and Australian Public Service (APS) doing some of Australia’s most significant work.

Defence offers interesting, challenging, and unique work ranging from intelligence and strategic policy right through to human resources, infrastructure, engineering and information technology. Defence is invested in its people, giving them tools and experiences that allow them to achieve their best and build their careers.

The Australian Department of Defence plays an significant and strategical role for the Australian Federal Government.

Working in Defence as a public servant is more than a job, it is an opportunity to be part of a diverse, integrated team of Australian Defence Force (ADF) and Australian Public Service (APS) doing some of Australia’s most important work.

Defence offers interesting, challenging, and unique work ranging from intelligence and strategic policy right through to human resources, infrastructure, engineering and information technology. Defence is invested in its people, giving them tools and experiences that allow them to achieve their best and build their careers.

What can I earn as a Service Delivery Officer

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📌 Service Delivery Officer (Queensland)
🏢 Department Of Defence
📍 Queensland