customer relations representative

service delivery officer

director

data scientist

interpreter

Australian Taxation Office

A typical a day - one day at work was three managers asked me to do different jobs on the same day with top priority. They did not communicate with each others and I was blame not able to prioritise my own job as an APS4. In the end, my team manager apologized to me.

what you learned - I have learned that I need to see them face to face to make sure what three of them expected from me on the same day. I should not assume they know what they have told me clearly or I got their expectation correctly too. I can not do everything on the same day.

management - my senior always asked me to do a lot of new tasks and train staff. I have done more than they asked from me. I used a lot of own time to review and research the task from all relevant resources. I have passion to make the assigned job to be done more effectively by reviewing current procedures, provide feed back to procedures cell for not up today procedures in place etc. However, I had no time and was no opportunity to inform my senior for everything I was doing before I sent my suggestions to different channels. And, most of they are always busy or not interested to know. I strongly believed that there should be better communication between staff in processing work related issues rather than just focusing at how many cases/complaints have been processed. I suggested the follow up action is very important e.g. find out the root of the complaint. Is that related to staff efficiency, system problem, procedures problem or not enough skilled staff.

my co workers - my co workers were always on higher duties and I seldom got a chance. I could not communicate with the higher position people to raise my voice in regarding work deficiency and my suggestion/findings. I must tell them and they were either not care about it or blocked my voice to stop any further communications. They didn't have courage to speak up and only interested in getting the higher duties. When I was assigned to do the work they did before at my own level and I have found many mistakes from staff or current procedures, both co workers and staff were angry with me. They thought I wanted to cause trouble or make their job hard. I told them I only have the passion to do my job well and aim to make constructive ideas for better government services to our community and clients. However, there were a lot of tension I received from my co workers unreasonably. Business Leader asked why staff were not performing and my co worker was on high duty manager job. She said staff needed more training and she asked me to do the training. I refused to do it cause the procedure she wrote was totally incorrect and she and my team manager did not bring to my attention before this incorrect procedure was approved. I found this procedures only when I coached my staff my she showed me. No doubt was confused and angry with me cause she was taught by this co worker before and given this incorrect procedures. Inconsistence training or coaching reports from me and my co workers made job harder to staff and caused conflicts in between staff, my co workers and I. And, when this co worker asked me to give training and I rejected due to the procedures were incorrect, she was very cranky with me and shouted to me. So, I replied back loudly too. She complained to my manager and Business Leader about me. However, I was not questioned by them for my defend. And, there were two other staff in the room during the dispute. No one stood up for me. All people thought I was the trouble maker.
And, when another coach wrote to my manager about the misleading in regarding to this incorrect procedures caused one incorrect action on one case, this co worker wrote a lengthy e mail to my manager and complain that procedures was she based on my ideas. These procedures have never brought to my attention and confirmed by me. How could they were from my ideas and put the blame on me.  There was once she also on higher duties and requested by her manager to give training and she refused many times. I did not know about this job at all and was not involved in the project or on higher duties. My manager asked me to give training and I accepted and subjected to all relevant information be sent to me from this co worker. I based on these information and made a presentation training spreadsheet, gave a face to face training to staff. I have never complained why I have to do this while I was not in the project. I did it cause my manager asked me to do and I have enough information to perform it. So, I do it not because I have additional allowance or benefit but in passion and good faith. I found some co workers are working hard when on higher duties and become very lazy when back to substantial level. Even supervisors, they give more or harder job to can do staff and neglect those lazy and unskilled staff. These practice just like penalizing hard working people and stressed out some staff to become ill.

The hardest part of the job - to convince my finding to my senior. most of them don't have interest to know or not willing to know. Most of my co workers are not doing the same as me. They only follow the procedures and coach/write report. Some even don't know the job and said coaching is not required to know the job. Coaching is to watch the staff and ask what they are doing and in reality, in my own believe is the staff coach the coach. So, I become the one doing something extraordinary and seems always different with others. Some were coached by other coach before for the same job received bad report from me cause I studied the procedures well before I coached them and found out mistakes. they complained that they were commented very good before and bad from me yet I was fair and just. I am just own close friend in the work place too. I found some of my managers dislike me for some reasons. I think the whole departmental staff should be reminded that our goals are to collect revenue for the whole country. Our system, procedures and staff skills should be equipped to the best to produce this service effectively and timely. Often work delayed unnecessary cause staff don't know how to process the work in the new system. No fix or teaching from anywhere and got stuck. And, I felt frustrated on this yet I raised my voice about a lots of things and I have heard nothing or response.

The most enjoyable part of the job - I have lots of opportunities to explore to different work types and processing systems. I acquired a lot of invaluable knowledge and skills which make me more involved in the tax system in relation to the processing part. I can see thing in a wider scope and come out lots of ideas and solution. I then shared my knowledge with co workers and staff. I always get praise by staff who seek my assistance. Some even were from other section or branches. I got job satisfaction, made lots of friends, stimulation in brain and strengthen my mental health fitness. I am very thankful that my ex department gave me chances to work in so many processing work which brought me fun and confidence in self value and esteem.

Working at the ATO you are automatically despised by 90% of the clients you need to talk to, as you're auditing their tax returns, collecting debt, and generally giving them bad news. As a result, you're treated like dirt day in and day out by the public and it really starts to wear you down.

It can also be frustrating that there's so much government red tape and bureaucracy that things move very slowly, in terms of productivity, technology and innovation, and also with career advancement.

However, on the plus side, the leadership and people you work with are fantastic and you develop a real sense of belonging and comfortable security in the organisation.

The pay is a fair bit lower than comparable roles in the private sector, however you do get more benefits such as study leave and grants, purchased leave, flexible work arrangements, paid expenses, and lots more.

The biggest drawback is that with the high security and strict adherence to doing everything by the book, they are very unforgiving if you make mistakes. One bad day or slip up could see you lose your job without any room for compassion or understanding of the circumstances. You also can get a bit isolated from how the real world lives and works because they have their own special processes and procedures to make sure no one from outside can access any important information.

The organisation can be stuffy and neurotic, but if you don't rock the boat you could find yourself in a workplace where you don't even need to try and you're generally taken care of with a positive atmosphere in a nice kind of bubble.

Salary was awful. I was making as much as my partner does in a week in a fortnight. For a government job you think you would get paid more. 

A lot of pressure to do well and no support. Was forced to work on phone after a day with a helper who was constantly telling me the wrong thing. Stress and anxiety was severe during my employment. 

Was lied to constantly, being told we would be working with someone for 3 - 5 days after teaching period to then be thrown into the deep end after a day. Helpers always annoyed that they had to help you and always making sly comments and asking 'why do you not know how to do this'. Was thrown out of my nesting area after 3 days for a new group to start employment, 

Everyone is young and turn over must be high. Had new people starting all the time. They honestly hire anybody. I thought i got this job based on my skills and degree. Turns out they hire literally anybody. 

The worst part was the pay, how any of these people survive on 21 an hour working for the government is beyond me. First day i had people already failing me on my phone calls and meetings planned with one of the head office guys to discuss that if it happens again maybe it is not the job for you. Way to make a first impression. 

Was going home everyday crying and anxious, i was good at my job but the pressure of being perfect with little to no training was ridiculous. Had other employees telling me constantly that the training was rubbish and everything you learnt was to be learnt on the floor on the spot. 

Place is a joke. Not anything i thought it would be like. I was so excited to work there but that went away as soon as i started out on the floor.

A typical day at work has me prioritising the work and ensuring we have the resources to complete the work to meet business outcomes and times frames.

 I have learned to be pro-active adaptable to change and diversity and to never give up and also to be approachable and have empathy in other co-workers, staff and management.

I have the ability to be on all levels of communication with co-workers and management and have an understanding of what management require, and liase with other stake holders to deliver positive outcomes and establishing great rapport.

My natural ability to communicate on all levels with my co-workers has been noted as coordinator of the casual work force within the ATO. With my empathy and  ability to relate on various levels and diversity to establish positive work relations.

The hardest part of my job is advising the casual work force of reductions or of no shifts or no extensions on their contracts due to work loads and budget requirements. Although the term "casual" is what it means a vast majority of the casuals have been employed long term and the reality of no further employment can have devastating reactions to some.

I have enjoyed working with a vast group of people, different cultures and meeting new friends both within the work force and outside. The APS has given me opportunities to rotate and expand my knowledge and be adaptable to change in a never ending challenging work place. I have embraced many opportunities and have taken on roles such as Fire Warden, Stores Officer, Social Club Coordinator and Occupational Health & Safety Officer.

Our outcome

Our outcome is to achieve confidence in the administration of aspects of Australia's taxation and superannuation systems through helping people understand their rights and obligations, improving ease of compliance and access to benefits, and managing non-compliance with the law.

Key Management Committees and Consultation

Our senior management committees are key elements of our governance and assurance. They include the ATO Executive Committee, Audit Committee and the People Committee (largely comprised of external private and public sector experts).

We have a number of high-level committees that provide leadership and executive management of our performance.

Integrity

Our integrity framework sets out the behaviours, values and ethics that underpin the policy, processes and procedures for our work. The framework, complemented by our governance and planning processes, makes our integrity visible and measurable and assists us to deliver on our commitment of being an open and accountable organisation.

Compliance model

We use a compliance model as a structured way of understanding and improving taxpayer compliance. It helps us to understand the factors that influence taxpayer behaviour and to apply the most appropriate compliance strategy.
Information management 

Our information management strategic framework provides the direction for managing our information effectively now and into the future.

Tell us about:
•a typical day at work
Daily maintain the integrity of the Asset Register by checking the transactions, advising officer in other discipline on asset related matters. At month end prepare reconciliation of asset register and GL account and prepare the asset movement tables for the monthly accounts and year end account. To maintain asset register current annually conducted software review and depreciation review. Co-ordinated the stocktake of fixed assets
•what you learned
Extensive experience in SAP and Excel
•management
No one reported to me but I have experience in training staff
•your co-workers
My team leader and colleagues were excellent staff. Not only the work was flowing soothly and deadlines were met without fail we also had morning tea on birthdays and other special events. All the staff had the required skill and knowledge. Occasionally work is shared when there an extra work load 
•the hardest part of the job
When preparing the lease incentive the information provided were some time not adequate or accurate and subsequent changes were introduced rendering the whole analysis to be repeated.
•the most enjoyable part of the job
I found SAP is a very versatile system and uploading information to Excel for further analysis is very easy.

What is the best part of working at the company?
The people are very good. They’re very honest. The work is interesting. There is plenty of work. The pace is probably a bit fast at times and it can be a bit stressful but their working conditions are very good. They have a very nice office and they’re very fair.

What is the most stressful part about working at the company?
There are times when we have to deliver legislation in a particular timeframe and as such the pace can be very fast and have a lot of work has to be delivered in a very short time frame but but most of the time it’s not too stressful

What is the work environment and culture like at the company?
The working borrower is very good. Very good workstation. Very good condition conditions very spacious management very approachable. The culture I find is very good. That was very good. Most of the people I work with and deal with. Have a very positive attitude and all seem to be happy working there.

What is a typical day like for you at the company?
Generally my day starts at 8:15 answer emails log into Microsoft Messenger teams and then I have meetings throughout the day. Discussing work with business areas are developed specifications. I have meetings with my staff. We do have some leadership meetings and also training but generally it’s pretty good.

I worked at the ato for over 5 years in service delivery.

If you want to work in an environment that truly embodies the issues of cronyism, nepotism and unchecked corporate sociopathy, this is the place for you. If you want to succeed all you need is superficial charm, a lack of fear of pink eye (because your nose will have to be lodged in many places) and the willingness to befriend other sociopaths whilst not being truly talented enough to be an actual threat to their false self image as capable and worthwhile employees or humans. Don't forget that in order to maintain a safe environment for the sociopath to survive you have to bribe and curry favor with the incompetent HR department who will be essential to backing up your many lies and false accusations against any employee who either outshines others in productivity and skill and/or isn't clearly happy to get paid and keep their mouth shut when witnessing the disgusting bullying and harassment that you instigate and/support the other employees from engaging in.


Do not work here if your character is genuinely good and your IQ is above even 90, you will never get that time back.

GREAT TO REPRESENT. GREAT CULTURAL VALUES. 5/5. Low pay for INTENSE WORKLOAD. THE WORK WILL affect your health in all aspects – VERY HIGH CLIENT ABUSE. Poor management; not engaged with the reality of the stress related to the job vs the extremely low salary. Management did not care that agents were making mistakes on people’s tax accounts. Tasks like payment plan negotiations and delegating remissions - if I should grant / approve are very important to get right for all customers. The workplace culture is bad due to the constant complaints, and people are in a bad mood a lot. 


Unrealistic KPI’s, extremely low salary for the workload. KPI's, micro managed, care about the dollar, not the service. Stressful targets impossible to maintain, extremely low pay for high stress. Management are horrific, they pay painfully low for the stress you go through daily as you get abused daily from customers with no support and Management watch you constantly for any tiny reason to punish you and not pay the pitiful incentive. No value of the government contract they are lucky to have. Stressful targets impossible to maintain. Low wages, HIGH pressure. 

The ATO provides an extremely busy, team oriented work environment which allows you to work through your daily tasks without noticing the time of day has gone by. My co-workers are friendly, helpful and enjoyable to work with. My supervisors are also friendly and always ensure that assistance is provided when needed. The supervisors make every effort to ensure the staff are trained correctly and follow procedures. The ATO also provides opportunities for cross-training and provide excellent in-house training sessions. This allows us to be able to work in other divisions during their peak times while still undertaking the duties of our own division. There really is no 'typical' day as things can quite often change during a shift. Overall, the ATO provides good training and opportunities, a variety of work types, good supervisors and a very busy workload. I think the variety keeps me motivated and continually push myself to improve in all areas.

Top Job Titles	Average Salary
Customer relations representative 6 salaries reported	$92,391 per year
Service delivery officer 4 salaries reported	$60,250 per year
Director 3 salaries reported	$138,705 per year
Data scientist 3 salaries reported	$88,093 per year
Interpreter 3 salaries reported	$99,000 per year

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