12th November, 2026
Make a real difference from the very first conversation
At RSL Queensland, supporting veterans and their families is why we exist. For more than 100 years we've provided care, commemoration and camaraderie to people who have served, and their families, across Queensland and nationally. Our work is funded by the Dream Home Art Union, Australia's largest and most successful not-for-profit prize home lottery.
About the role
As Contact Support Officer in our Veteran Services team, you'll be the first point of contact for veterans and families who contact us for help with pensions, Department of Veterans' Affairs (DVA) entitlements and claims, and wellbeing. Some enquiries you'll resolve on the spot. Others you'll refer quickly to the right Advocate, Veteran Services Officer or Wellbeing Officer, so every person gets the help they need.
Based in our office in Fortitude Valley, this is a permanent full-time position, which requires you to be in the office 3 days per week.
What you'll do
- Respond to phone and written enquiries, mainly about DVA entitlements and claims, with accurate and timely information
- Triage enquiries and refer cases that need advocacy or ongoing support to the right specialist
- Keep accurate records of contacts and follow up outstanding issues
- Maintain up-to-date contact lists of Advocates and Welfare Officers
- Support Districts, Sub Branches and volunteers with information on pension services and rights of appeal
- Prepare activity reports and statistics
- Look for ways to improve and extend our client contact services
What you'll bring - Empathy, and the ability to work confidently in a sensitive and complex environment
- Ability to build and maintain good relationships both internally and externally to RSL (Queensland Branch)
- Solid experience managing high volumes in a quality customer service setting
- Excellent phone and written communication skills, with strong listening skills and clear speech
- Strong attention to detail and a high degree of accuracy
- Good analytical and problem-solving skills
- Confidence using Microsoft 365 and other online systems
- The ability to build strong relationships inside and outside the organisation
Highly regarded - An understanding of the Australian Defence Force (ADF) environment and its unique sensitivities
- Knowledge of the veteran community
Embracing collaboration and innovation, we work as one to lead the change veterans need. We’re not afraid to go the extra mile or seek better ways of doing things. We look out for each other; we value all voices and respect perspectives that may differ from our own; and everything we do, we do with heart.
If this is an opportunity that excites you, please apply today. We’ll close applications when we find the right person, so take action today.
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