Job Description Position Title: APS4 Senior Service Support Officer Employment Type: Approx. 12-month labour hire contract with potential to extend Location: Brisbane, QLD Hourly Pay Rate: $54.88 – $58.53 per hour 12% superannuation Security Clearance/Requirements: Baseline security clearance (or ability to obtain); Working with Vulnerable People registration or Working with Children Check Working Arrangements: Rostered shifts within a 24/7 contact centre environment ABOUT THE ROLE This opportunity sits within a national contact centre supporting veterans and their families. The team provides critical frontline support and information services and acts as the initial point of contact for clients and stakeholders. The APS4 Senior Service Support Officer supports daily administrative operations while also acting as an escalation point for team members. This role contributes to service quality, workflow coordination, and continuous improvement to ensure timely and effective support delivery. You will receive ongoing coaching, professional development opportunities, and the chance to contribute to a supportive team culture. KEY RESPONSIBILITIES Provide frontline telephony support and manage initial client and stakeholder enquiries Operate multiple ICT systems to manage client information and meet performance targets Perform queue management functions, including monitoring schedules and telephony standards Support timely resolution of procedural and process queries Provide process guidance and peer support to team members Deliver administrative support including data entry, record keeping, and appointment management Assist with training support and onboarding activities Participate in coaching, learning and development, and performance processes Identify opportunities for service and process improvements Work collaboratively within a multidisciplinary service environment SKILLS AND EXPERIENCE Experience in a fast-paced telephony or contact centre environment Strong administrative and IT system skills Experience supporting clinical, mental health, or wellbeing service delivery (highly regarded) Ability to manage competing priorities and meet performance targets Strong communication and interpersonal skills Experience working within multidisciplinary teams Commitment to fostering a positive and supportive team culture ELIGIBILITY Ability to obtain and maintain a Baseline security clearance Working with Vulnerable People registration or Working with Children Check (or ability to obtain) Availability to work rostered shifts Apply now or contact Angel Malkovich on 6260 8888 at SOS Recruitment for a confidential discussion. PLEASE NOTE: Applications for this role will close on 6 March 2026 . If your application is received after this date, we’ll be happy to keep your CV on file for similar opportunities that may come up. We encourage you to apply even if the closing date has passed. SOS Recruitment is committed to workplace diversity and equity in employment. We encourage applications from Aboriginal and Torres Strait Islander peoples, people with disabilities, women, people with family responsibilities, and individuals from diverse cultural, linguistic, religious and LGBTIQ backgrounds.
