Customer Service Officer

About the Role

The Australian Taxation Office (ATO) is recruiting Customer Service Officers to join its Frontline Operations. These positions cover various functions, including Service Delivery, Lodge and Pay, and Debt Collection roles, all focused on assisting taxpayers and clients with their taxation and superannuation responsibilities.

Key Responsibilities

• Handle client interactions through multiple channels such as telephone, web chat, email, paper documentation, and online portals to support compliance with taxation, superannuation, and registration obligations.
• Provide tailored assistance by understanding individual circumstances and offering advice in line with legislation, policies, and procedures.
• Engage clients in meaningful conversations to promote payment, lodgment, and registration outcomes effectively.
• Apply strategic engagement and legal compliance measures to influence taxpayer behavior and address deliberate non-compliance.
• For Service Delivery Officers: respond to client enquiries, offer guidance and education, mentor junior staff, and work primarily within scheduled call center environments offering inbound support.
• For Lodge and Pay Officers: assist clients with lodgment and payment recovery, prepare legal notices, ensure taxpayers' records are accurate, and support compliance improvement initiatives.
• For Debt Collection Officers: focus on recovery and enforcement activities, including outbound and inbound calls, correspondence management, verifying client information, preparing legal documentation and executing recovery processes per legislative requirements.
• Work scheduled shifts between 7am and 7pm in a contact center environment to deliver high-quality service during real-time client interactions.

Additional Information

Positions may be ongoing or non-ongoing and available in multiple locations such as Adelaide, Albury, Box Hill (VIC), Brisbane CBD, Dandenong, Geelong, Gosford, Melbourne CBD, Moonee Ponds, Newcastle, Parramatta, Penrith, Townsville, Upper Mount Gravatt or Wollongong.

The ATO values diversity and inclusion, encouraging applicants with disabilities, neurodivergence, Aboriginal and Torres Strait Islander peoples, and individuals from diverse backgrounds. Reasonable adjustments during the recruitment process are available.