Looking to launch your APS career in a customer-focused role with real national impact? The Department of Defence is recruiting APS3 Service Delivery Officers across multiple locations, offering flexible conditions, excellent super, and long-term progression opportunities.
This guide breaks down exactly what to expect from the role, how to tailor your application for success, and includes a full example cover letter using the STAR method—so you’re never left wondering what to write.
If you are trying to land your first government role, get started the right way and use this free APS template pack.
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APS3 Service Delivery Officer Salary and Overview
| Position Title | Service Delivery Officer |
|---|---|
| Department or Agency | Department of Defence |
| Location | ACT, NSW, and QLD – multiple sites including Canberra, Potts Point, and Enoggera |
| Classification and Pay Range | APS Level 3 – $69,898 to $77,016 + 15.4% Super |
| Job Type | Ongoing (Full-time or Part-time) |
| Closing Date | 30 June 2025 |
About the APS3 Service Delivery Officer with Department of Defence
This APS3 Service Delivery Officer role is based within the Customer Service Network of the Department of Defence. It involves responding to enquiries across phone, email and face-to-face interactions with both Defence personnel and the public. The role is ideal for those with strong customer service skills and the ability to manage competing demands in a dynamic contact centre environment.
As part of a team supporting Defence’s mission, SDOs use a library of internal knowledge articles to resolve queries, complete virtual filing and redaction tasks, and ensure the integrity of internal records. The department provides extensive onboarding and coaching through a modern performance development framework, ensuring that staff are well-equipped to deliver consistently high service levels.
Key Challenges in the APS3 Service Delivery Officer role
While rewarding, the role comes with a unique set of challenges. Successful candidates will:
- Engage with diverse stakeholders including military personnel, APS staff, and the public
- Operate in a structured environment with defined KPIs and performance expectations
- Rely on up-to-date internal resources and procedures to guide decision making
- Balance administrative and customer-facing duties with high attention to detail
Why APS3 Service Delivery Officer Is a Great Opportunity
This role is ideal for early-career professionals who want to break into the APS through meaningful work that supports Australia’s national interests. There are multiple opportunities and locations around Australia, including Singleton and Waverton in New South Wales, and of course roles in Canberra. With multiple roles available, you’ve got a much better chance of landing this job.
Plus, if you don’t live near one of those locations, Defence provides relocation assistance to eligible APS employees who are required to relocate. The level of assistance will depend on your personal circumstances.
Whether you’re transitioning from customer service or admin, Defence provides all the training and tools you need to thrive.
- Access to funded training and development
- Flexible work arrangements (part-time available)
- Strong progression pathways within Defence and broader APS
- Secure, ongoing employment with generous superannuation
- Work aligned with national priorities and community support
APS3 Application Requirements
APS Application Process
Applications must be submitted via the APSJobs portal. You will need to respond to this question as part of the online application form:
What motivated you to apply for this role with the Customer Service Network and how does this role align with your skills and experience? (limit your total response to 300 words).
Hello, I’ve shown you an example of a really good answer to this question, plus you can download the APS template pack to help format this.
What to Include in Your APS3 Service Delivery Officer Cover Letter
Use the job ad’s ‘Our Ideal Candidate’ section as your roadmap. This is what you will need to address and consider as part of your application:
- A passion for customer service.
- A commitment to learning new skills and participation in activities to build and maintain customer service skills, systems knowledge and product understanding.
- Ability to communicate with internal and external customers across various channels, including face-to-face, email and phone queries.
- Ability to work collaboratively and actively participate in group activities, both in person and remotely.
- Initiative to resolve customer enquiries through accurate interpretation of internal knowledge articles, policy and procedures.
- Be comfortable working in an environment where you are required to meet Key Performance Indicators and contact centre metrics as part of the service centre environment.
Firstly, you want to reference as many of these as possible in your answer to the question on the online form. Secondly, take the time to update your CV so that it aligns to the skills and experience listed above.
APS3 Service Delivery Officer Application Checklist
| ✅ | Review the full job ad and position overview |
| ✅ | Write a tailored cover letter & pitch using the free APS template pack |
| ✅ | Get a professional review for just $39 → APS Cover Letter Review |
| ✅ | Prepare STAR-based examples for teamwork, customer service, initiative, and problem solving |
| ✅ | Submit your application via APSJobs before 30 June |
Candidate Profile for APS3 Service Delivery Officer
Alicia is a former retail assistant and admin officer with a strong customer service background. She’s motivated to join the public service for its stability, values-driven work, and long-term career potential. With experience handling high-volume enquiries, managing sensitive records, and supporting customers under pressure, Alicia is ready to bring a service-first mindset to the Department of Defence.
Example APS Pitch as part of online application question
I’m excited to apply for this role with the Customer Service Network because it aligns perfectly with my strengths in customer service, my passion for helping others, and my desire to build a long-term career in the public sector. The opportunity to support Defence personnel and contribute to a values-driven organisation strongly appeals to me.
In my previous admin role at a busy medical practice, I was responsible for managing a high volume of phone and email enquiries—often over 100 per day. Many of these enquiries were time-sensitive or emotionally charged, especially when patients were chasing test results or specialist appointments. I took the initiative to create a triage system for urgent enquiries, and updated our internal reference materials with clear answers to common questions. I also made a point of explaining processes in a calm, respectful way to reassure patients. This improved our response times and reduced follow-up calls, while also demonstrating my ability to communicate across multiple channels and interpret policies and procedures to resolve customer issues effectively.
Earlier in my career, while working in retail, I volunteered to lead a team briefing each week when new product lines were introduced. I prepared quick reference sheets for the team and helped newer staff learn how to tailor their advice to customer needs. These efforts built my confidence and deepened my product and systems knowledge, while also reinforcing my commitment to ongoing learning and team collaboration.
I’ve always thrived in fast-paced roles with clear service targets. I’m comfortable working to KPIs, and I enjoy being part of a team that works together—whether in person or remotely—to meet shared goals. This role is a great fit for my skills, mindset, and long-term aspirations.
How to use the STAR method for APS3 job applications
When applying for APS3 roles, one of the most effective ways to showcase your skills and experience is by using the STAR method. STAR stands for Situation, Task, Action, and Result. It’s a simple structure that helps you present clear, relevant examples that demonstrate how you meet the role’s capabilities.
In your written application—whether it’s a cover letter or a response to target questions—you should use STAR to show not just what you’ve done, but how you did it and what outcome you achieved.
Take Alicia’s example from her admin role. Rather than saying she has strong communication skills or can handle pressure, she describes a specific situation in which she was the first point of contact for a high-volume medical practice. She explains how she triaged enquiries, updated internal materials, and communicated calmly with patients to reduce follow-up calls. This gives the hiring manager clear evidence of her ability to resolve enquiries, use internal procedures, and work effectively under pressure.
When you apply this method, you’re not just telling the reader you can do the job—you’re proving it. Strong STAR responses are grounded in real examples and written in a way that highlights the value you brought to the situation. Keep each example focused, relevant, and aligned to the capabilities listed in the job description.
How to prepare for your APS3 job interview
If you’ve been shortlisted for an APS3 role, congratulations—that’s already a big achievement. The next step is preparing for your government job interview. APS interviews are structured and behavioural, which means you won’t be asked vague questions like “Tell us about yourself.” Instead, you’ll be asked to share specific examples from your past experience that show you have the skills and behaviours listed in the job description.
The panel will expect you to answer using real situations from work, study, or life experience. This is where your STAR method examples come in. Practising how to talk through these examples out loud—clearly explaining what happened, what you did, and what the result was—will make a big difference to your confidence and performance.
Here are three practice questions you might be asked in an APS3 interview for a customer-facing role:
- Can you tell us about a time you handled a difficult customer or client request?
- Give an example of when you worked as part of a team to meet a deadline or goal.
- Describe a time when you had to learn a new system or process quickly. What did you do?
If you want to feel genuinely prepared for your interview, consider booking one of our Government Interview Practice Sessions. You’ll receive tailored questions based on your exact job, personalised feedback, and expert advice on how to improve. These sessions are designed to help you feel confident, clear, and ready to walk into your interview with a plan.
👉 Book your APS Interview Practice Session now
Get Your APS3 Application Started Now
I hope this guide has helped you feel more confident preparing for this great opportunity with the Department of Defence. Click here to start your application now and give yourself plenty of time to complete the online form—it can take longer than expected.
To help you craft a strong application, make sure you download the free APS Pitch Template. It’s an easy-to-follow format that will help you draft a clear and professional response to the target question, faster. If you really want to make sure you get shortlisted for this job, make sure you get your application reviewed by an expert. Click here to find out more.
