Senior Service Support Officers

Make a difference by supporting Australia's veteran community in a rewarding Client Assist role.

Your new company
Our client is a large Federal Government organisation dedicated to supporting current and former Defence personnel, veterans, and their families through a range of wellbeing, compensation, care, and support services. Working closely with community partners and service providers, the organisation is committed to delivering meaningful outcomes that enhance the lives of those who have served Australia.As part of this organisation, you will support a nationally recognised counselling and wellbeing service that provides mental health support, information, and guidance to veterans and their families. This service plays a vital role in improving access to care and connecting individuals with the support they need.
The organisation is committed to fostering a flexible, inclusive, and supportive workplace culture where employees are empowered to develop professionally while maintaining a healthy work-life balance.
Your new role
As a Senior Service Support Officer, you will work within a fast-paced national telephony environment, supporting frontline service delivery and administrative operations across the organisation.You will be responsible for:

• Acting as the first point of contact for clients, stakeholders, and service providers via telephone.
• Managing client information and records across multiple ICT systems.
• Supporting queue management functions to ensure efficient service delivery.
• Working collaboratively within a remote national administrative team.
• Contributing to the delivery of high-quality mental health support services for veterans and their families.
• Participating in ongoing coaching, training, and development programs.
• Operating within a rostered environment between 7:30am and 5:30pm, Monday to Friday.

  What you'll need to succeed

• Undertake frontline telephony duties and manage all initial client and stakeholder contact.
• Maintain accurate records and perform data entry across multiple information management systems.
• Monitor telephony schedules and contribute to queue management activities.
• Assist with procedural and process-related enquiries to support service delivery outcomes.
• Provide administrative support across multiple service delivery streams.
• Support learning and development initiatives, including administrative training activities.
• Participate in performance, coaching, and feedback processes.
• Maintain compliance with operational procedures, service standards, and key performance indicators.

Mandatory Requirements:

Australian Citizenship is mandatory.
Ability to obtain and maintain a Baseline Security Clearance.
Nationally Coordinated Criminal History Check (NCCHC).
Current Working with Vulnerable People registration, or willingness to obtain one; or
Current Working with Children Check, or willingness to obtain one.

What you'll get in return

Opportunity to work within a highly regarded Federal Government department.Meaningful work supporting Australian veterans and their families.
Long-term contract providing stability and career-building experience.
Flexible working arrangements.
Ongoing learning, development, and coaching opportunities.
Weekly pay cycle.
Online time sheet submission and approval.
Nominated superannuation fund.
Dedicated Hays consultant throughout your assignment.

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or email me to liz.gear@hays.com.au
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.
#3012829