Customer Service Officer

Overview

The Australian Taxation Office is inviting applications for Customer Service Officers to join their Frontline Operations team. These roles include Service Delivery Officer, Lodge and Pay Officer, and Debt Collection Officer positions. The primary focus is on supporting taxpayers with their taxation and superannuation inquiries and obligations through various communication channels.

Role Variations and Duties

• Service Delivery Officer: Handles client and agent queries, providing education and guidance to assist compliance with tax and superannuation responsibilities. Responsibilities emphasize problem-solving, analysis, mentoring junior staff, and working within a scheduled call center setup mainly via inbound calls.
• Lodge and Pay Officer: Focuses on managing client lodgment and payment issues, facilitating compliance with tax and superannuation legislation. Tasks include debt management, preparing legal notices, recovery activities, and maintaining accurate taxpayer records.
• Debt Collection Officer: Specializes in debt recovery and enforcement, conducting inbound and outbound client communications, processing correspondence, verifying client details, and performing legal enforcement actions for compliance.

Common Responsibilities

• Assist clients via phone, web chat, email, mail, and online portals with tax, superannuation, and registration obligations.
• Provide tailored advice aligning with legislation, policies, and procedures considering individual client situations.
• Engage in effective conversations to support client payment, lodgment, and registration outcomes.
• Implement legal compliance actions to influence taxpayer behaviour and apply penalties as necessary.
• Work scheduled hours between 7am and 7pm in a contact center environment, mainly handling real-time inbound calls.

Work Locations and Diversity Commitment

Positions may be ongoing or temporary and are available across multiple Australian cities including Townsville, Brisbane, Melbourne, and several others.

The ATO values diversity and inclusive recruitment, encouraging applications from individuals with disabilities, neurodivergence, Aboriginal and Torres Strait Islander peoples, and people from all backgrounds. Reasonable adjustments are provided during recruitment as needed.