APS Level 4 Passport Case Officer (Canberra)

Theibr; Canberra; On-site; AUD 84,000 - 90,000; Full time

Job summary

The Australian Passport Office (APO) is seeking Passport Officers to support a range of Service Delivery roles in our division. Based in Canberra, these positions involve customer interactions, including handling challenging circumstances, with comprehensive training and adaptability to meet operational needs.

We value strong customer service, empathy, problem solving, adaptability, discretion and resilience.

Qualifications

• Strong customer service with empathy and emotional intelligence.
• Ability to problem solve using sound judgement and risk.
• Agility and flexibility to adapt to changing plans or direction.
• Ability to work under pressure with discretion and confidentiality.
• Positive can-do attitude with resilience and focus on objectives.
• Ability to identify, assess, and act independently within timeframes.
• Ability to use business applications and new technology to streamline processes.
• Ability to interpret and apply relevant legislation, guidelines, policies, and procedures across passport network issues.

Skills

Customer service

Empathy

Problem solving

Adaptability

Discretion

Resilience

Legislation interpretation

Tech literacy

Job description

• $84,115 - $89,673 + 15.4% employer superannuation contribution
• Canberra based roles

Applications close at 11.30pm AEST on Sunday 20 September 2026

The Opportunities

Do you have a passion for working in fast-paced service delivery environments? Do you have exceptional customer service and problem-solving skills? Do you have sound administration and clerical skills? If you have answered yes to these questions, WE WANT YOU! The Australian Passport Office (APO) is seeking Passport Officers to work across a variety of Service Delivery roles in our division. APO provides access to secure international travel documentation through timely and responsive passport services in Australia and overseas. The APO manages each stage of the passport production process including the passport application, lodgement, assessment and printing stages, as well as the service recovery, workload management, and commercial management functions. Before applying please note: all roles will involve customer interaction, including exposure to people who may be emotional, distressed, or have challenging personal circumstances. Officers will be trained across a variety of duties and expected to be flexible and adaptable to meet operational requirements. All roles will include some tasks that may be repetitive.

Our Ideal Candidates

• Strong customer service skills whilst displaying empathy and emotional intelligence.
• Ability to problem solve using sound judgement and risk.
• Agility and flexibility to evolve rapidly to change plans or course of direction to match the reality or demands of a situation.
• Ability to work under pressure, apply both a sense of urgency and the highest level of discretion and confidentiality.
• A positive can-do attitude, displaying personal resilience, calmness and focus on achieving objectives, even in difficult circumstances.
• Capability to identify, assess, and instigate actions independently and complete tasks within appropriate timeframe.
• Ability to effectively use business applications, tools and new technology to streamline internal processes and service delivery to the Australian Public.
• Ability to interpret and apply relevant legislation, guidelines, policies, and procedures across the spectrum of passport network issues and challenges.

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