APS3 Customer Service Officer - A Major Government Agency

McArthur; Canberra; On-site; AUD 55,000 - 75,000; Full time

Job summary

A major government agency is seeking a Customer Service Officer to support travel document services. The role includes providing customer support, processing applications, and ensuring service quality. Ideal candidates are detail-oriented with strong communication skills and experience in a team environment. Apply by submitting your resume and cover letter outlining matching skills.

Qualifications

• Motivated and adaptable individual.
• Ability to maintain confidentiality and accuracy.
• Experience in customer service environments.

Responsibilities

• Provide front-of-house and telephone customer service.
• Process travel document applications and conduct quality assurance checks.
• Communicate effectively with the public and government authorities.

Skills

Attention to detail

Interpersonal communication

Team collaboration

Microsoft Office proficiency

Resilience

Job description

APS3 Customer Service Officer - A Major Government Agency

This role supports the delivery of secure and efficient travel document services to the Australian public. As part of a customer-focused team, you will assist with application processing, customer enquiries, and administrative tasks that contribute to high-quality outcomes and national service standards.

• Ability to obtain and maintain a Baseline Security Clearance

Key Duties
Under general supervision, the Customer Service Officer will:

• Provide front-of-house and telephone customer service, offering advice and support on travel document applications
• Process applications, conduct quality assurance checks, and operate document production equipment
• Communicate effectively with members of the public, relevant authorities, and other government agencies
• Complete administrative and financial tasks such as payment processing, reconciliations, and correspondence management
• Participate in training to maintain up-to-date knowledge of relevant legislation, policies and procedures
• Assist in maintaining workflow efficiency, managing mail, and ensuring adherence to performance standards
• Apply sound judgement, confidentiality, and accuracy across all tasks

Skills and Experience
We are seeking motivated, adaptable individuals who demonstrate:

• Strong attention to detail and a commitment to delivering high-quality outcomes
• Excellent interpersonal and written communication skills
• Proven ability to work collaboratively in a team environment
• Capacity to manage workloads and meet deadlines in a fast-paced setting
• Proficiency in Microsoft Office and digital systems
• A positive, professional and resilient approach when dealing with members of the public

How to Apply
To apply, please submit your resume and a cover letter outlining how your skills and experience align with the requirements of the role.

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