Contact Officer

Summary about this job

Detail information about job Contact Officer. Terms and conditions vacancy

The Returned & Services League of Australia (Queensland Branch) (RSL Qld') is a not-for-profit organisation dedicated to providing advocacy and housing assistance for those in need, care and support to the lonely and ill, and camaraderie to enrich the lives of current and former Australian Defence Force personnel and their families.

We currently have an opportunity for a Veterans Services Support Contact Officer to be the initial point of contact for clients who are reaching out to RSL Qld for assistance with pensions and wellbeing issues. This role will involve working closely with Senior Advocates, Veterans Services Officers, all Pension and Welfare Officers and sub Branches to ensure enquiries are answered immediately.

Key Responsibilities:

• Answering enquiries from RSL clients re a wide range of issues, but predominantly those dealing with Dept. of Veterans' Affairs entitlements and claims. To promptly provide accurate information or refer appropriately to claims or welfare advocates for Additional support.
• According to workloads and business requirements, to work with a small team of contact officers to provide expert assistance to Advocates and Welfare Officers about Veterans Affairs issues.
• Maintain positive working relationships with RSL (Queensland Branch) sub branches and districts, and provide assistance to Districts, Sub Branches and volunteers on Pension and Welfare training services. To also network with DVA staff and maintain good working relationships.
• Maintain records of contacts received and follow up on any outstanding issues
• Have established lists of Advocates and Welfare Officers and maintain contact details in order to make prompt and appropriate referrals

Required skills:

• ATDP training (or RPL) qualifications to Level 3 or some equivalent experience (necessary)
• Ability to show empathy and work in a highly sensitive and complex environment (necessary)
• Some understanding of the ADF environment and its unique sensitivities (desirable)
• Some knowledge and understanding of the veteran community (desirable)
• Good customer service skills both written and telephone, and the capacity to promptly respond to enquiries

Please apply below