Organisation: Australian Tax Office (ATO)
Job Title: Service Delivery Officer APS5
Word Limit: 500 words maximum
What do you bring to the role?
Having demonstrated my competency in undertaking APS4 Service Consultant responsibilities, I am
eager to take the next step in my career where I can utilise my expertise to guide, mentor and
develop staff to achieve high performance standards and deliver outcomes. With five years of
experience working with ATO, I have gained multi-channel client service delivery experience through
working within both Customer Service and Solutions, and Business and Debt teams. This affords me
the ability and technical skills to provide confident leadership and quality assurance against the
service provided to our clients. Moreover, my adaptability to work within changing environments has
been verified through acting in Team Leader positions in their absence, where I effectively manage
escalated calls and guide the work of Service Delivery Officers. This has resulted in the Service
Delivery team performing at optimal level, thus leading to the continuous achievement of operational
goals, resulting in high levels of customer satisfaction.
Since gaining accreditation as a National Quality Assessor, I have contributed extensively to the
Service Delivery team by providing vital feedback using the overarching principles under the Quality
Assurance Framework. This has allowed me to work with Team Leaders to influence coaching
discussions and provide training with the aim of facilitating continuous improvement to ensure the
ongoing provision of quality customer service. In order to achieve this, I actively participate in team
meetings to increase team knowledge through sharing information regarding current and technical
topics, as well as sharing feedback regarding potential improvement areas. Additionally, I encourage
team collaboration by producing tip sheets and keeping abreast of changes in technical and
procedural aspects so I am able to educate staff, leading to the support of business objectives.
Demonstrating accountability for my role, I provide formal training and coaching to current and new
members of staff to ensure that they are equipped with the knowledge of how to best utilise ATO’s
systems and procedures for the provision of a positive client experience.
Upon commencing my current role as APS4 Service Consultant, I leveraged my highly developed
problem solving and organisational skills to initiate a monthly Notebook. The focus of the Notebook
was to assess staff members’ learning gaps, whilst developing overall performance as a team. I took
responsibility for writing the main articles in each publication, which was then emailed to each
member in my team. This involved researching ideas and obtaining input from staff to ensure that
the articles reflected current training requirements, collating the data, and organising it into clear and
concise topic areas. During this process, I sought feedback from Team Leaders to understand and
ensure that their requirements were covered within each article. My innovative approach to
continuous improvement was received positively and I gained consistently high feedback from team
members and my direct Manager. As a result, the Notebook has served as a guide for Team Leaders
and has played a pivotal role in addressing and increasing the performance of the site throughout the
past financial year, which was an impressive 99.42%.