Client Engagement Officer

Summary about this job

Detail information about job Client Engagement Officer. Terms and conditions vacancy

• Brisbane Location
• 6 month contract with option to extend
• Premium Government Department

Client Engagement Officers - Contract

The ATO is seeking a number of experienced Client Engagement Officers are required to join their team.   The Client Engagement Group of the Australian Taxation Office is focused on making it as easy as possible for people to understand and meet their taxation and superannuation obligations.   To be successful you will be required to undertake a role that includes a significant telephony component, able to work in a fast pace call centre type environment, converse directly with cliente to provide information or make decisions with the support and guidance of a more senior team member on the more difficult issues.

The role involves direct contact with clients, either written, in person, over the phone and via portals. You will be required to respond to enquiries from the community and work with our clients to provide them with information and support to meet their obligations and to manage their affairs.

Skills required

• Customer focused placing clients at the centre of everything they do
• Knowledge of or the ability to quickly acquire knowledge of information systems
• Have the ability to confidently present verbal and written information in a clear, concise, confidential and professional manner
• Demonstrated self-awareness, a commitment to personal development and an openness to change with a rapidly changing environment
• Have the ability to build and sustain positive relationships with staff and clients, including working in a team environment
• Have the ability to listen and be responsive to changes in client needs and expectations
• An understanding of business and commercial arrangements and the ability to undertake investigations or audits and assist in the resolution of technical issues of low to moderate level of complexity
• An ability to interpret and apply tax legislation and document decisions, proper completion of documents such as formal notice and record keeping
• Be open and accountable and of high integrity
• Qualifications in taxation, law, accounting, business, commerce or economics will be highly regarded

Key Deliverables

• Understand relevant policy, procedures, legislation and frameworks to resolve straightforward issues based on a range of client information or circumstances
• Perform and support a range of client engagement activities (from early prevention activities to correction) which are tailored to the client’s circumstances and also ensure fairness to the client and the broader community.
•  Listen and engage with clients, build and sustain relationships to gain an understanding of their individual or business circumstances
• Communicate effectively with clients and stakeholders to provide or obtain information and advice in a multichannel or digital environment
• Contribute and suggest ideas and improvements to tasks and activities affecting how own work is performed to achieve more efficient outcomes
• Understand and respond positively to change and be adaptable to shifting organisational priorities
• Prioritise own work to ensure accurate completion of work within time frames and quality requirements and seek help from others when needed
• Identify, gather, record and share information relevant to risk analysis activities
• Participate in quality assurance activities and assist in developing and implementing appropriate responses to address findings

This role is for an initial contract period of 6 months with a possible extension for a further 6 months.  Please forward your resume to [email protected]