APS3 Client Contact Officer

  • Full Time
  • Adelaide
  • Salary Range: $65,937-$70,832 + Attractive Superannuation
  • Contact Officer: Simone Bell (08) 8935 1427

Answer incoming calls and respond to counter enquires from members of the veteran community, including current and former members of the Australian Defence Force – their families and representatives, other government departments and agencies and ex-service organisations


  • Delivering a professional telephone enquiry service and provision of information on the range of benefits and services provided by DVA.
  • Guiding and assisting members of the veteran community to appropriate information resources, including the DVA website and registration for online services.
  • Referring complex enquires to specialist sections of DVA in line with VAN procedures and escalation protocols
  • Recording all telephone enquiries on a client contact database, and forwarding appropriate written correspondence where required
  • Providing administrative support and assisting in the preparation of relevant resource materials as required
  • Positive participation in process improvement, team planning and own professional performance development


  • Applicants must be an Australian citizen to apply.


A merit pool will be established that may be used to fill similar positions within the next 18 months.

Successful applicants engaged into the APS will be subject to a probation period.

DVA embraces and fosters a culture that supports diversity, inclusion and respect, where people are empowered to fulfil their potential. We welcome people with diverse skills, experiences, perspectives and backgrounds. We are dedicated and committed to attracting and recruiting Aboriginal and Torres Strait Islander peoples and encourage applications from people with disability, people that identify as LGBTQIA+ and people from culturally and linguistically diverse backgrounds. Take on a rewarding, varied, and broad career with an Australian Public Service Department that can bring balance and flexibility to your working life, while supporting you to stay connected to your community.

DVA is committed to improving the data skills and capability of our workforce to underpin our goal of becoming a leading data-driven organisation.

RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job. For more information visit: https://www.apsc.gov.au/recruitability

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