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Customer Advice Officer

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8 month contract role from 21 Oct 19 to 28 Jun 20, with 2 x 12 month extension options.

About The Team

  • The Registered Agent Support team is a part of the Intermediaries Digital Services Support team within the Individuals and Intermediaries business line of the ATO. It is a small team of 12 – 15 people located in Box Hill (Melbourne) who’s primary focus is supporting registered tax and BAS agents and other intermediaries in meeting their obligations with the ATO on behalf of their own clients. Most work is received as escalated work activities from call centres or other teams.

About The Role

  • This role will initially focus on supporting the introduction of a new government initiative – Single Touch Payroll – to the registered agent community. This may include processing work items escalated from impacted agents and at times providing some outbound education and engagement work with an identified client group. Work will broaden to include other support work in line with the team overall. This may include completing updates in ATO systems that relate to work the intermediary community undertakes through our online systems such as Portals, Online Services for Agents and The Practitioner lodgement service.

Our Ideal Job Seeker

  • Strong Computer skills, including use of Customer Relationship Management and other corporate systems along with Microsoft Word/Excel/Outlook.
  • Attentive to detail and delivering accurate outcomes.
  • Ability and willingness to learn new tasks.
  • Ability to work collaboratively and transparently in a tight knit and supportive team environment.
  • Excellent customer service skills and ability to undertake some defined outbound contact with clients.

Duty Statement

  • Be accountable for a range of procedural, operational and administrative activities and provide advice and customer service to clients and stakeholders on enquiries, where the quality is monitored.
  • Be accountable for the quality and integrity of records on internal systems to verify and ensure accuracy of data, record interactions and decisions.
  • Provide advice and routine information, within the constraints of policy guidelines and professional standards, to a range of clients in relation to their obligations where the quality of advice is monitored.
  • Undertake routine compliance improvement as well as assist in review and audit activities in relation to client obligations, determine appropriate action, amend client details and assessments, and determine penalties as appropriate.
  • Identify, record and share information relevant to risk analysis activities and/or development of relationship management and compliance activities.
  • Communicate and negotiate with clients and stakeholders by resolving enquiries; explain information, provide appropriate solutions, and create and maintain a positive impression of the ATO.
  • Tailor communication, presentation and language styles according to the needs of the individual and/or audience.
  • Work collaboratively in a team-based environment; actively participate in, and contribute to, team meetings and support the business objectives.
  • Maintain effective performance levels, be flexible and provide guidance and support to others through change.
  • Under general direction, perform tasks and activities where procedures and operating standards are defined through organisational and local-work-area guidelines and directions.
  • Participate in the development and training activities of the work area and take steps to identify and meet learning and development needs of self and others.
  • Understand specific client and stakeholder needs, and interpret, apply and explain a variety of legislation, policies, procedures and business or team plans and measure compliance with these.

No security clearance is required.

Specific ATO requirements to note are:

  • must be Australian Citizens.
  • cannot work in the tax and superannuation industry (during the course of engagement).
  • need to satisfy ATO Pre-engagement Integrity Checks.
  • must have a five year consecutive Australian address history (checkable background).

To apply for this job email your details to or fill out the form below.

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