APS3 Passport Officers - roles available in Hobart and Darwin

Australian Department of Foreign Affairs & Trade; Darwin; On-site; AUD 52,000 - 70,000; Full time

Benefits offered by this job

Health insurance

Job summary

The Australian Passport Office within the Australian Department of Foreign Affairs & Trade is seeking Passport Officers to support service delivery across Hobart and Darwin. Roles involve customer interactions, processing passport applications, and handling high-value travel documents with strict security and confidentiality.

You will work as part of a team to meet performance targets while maintaining accuracy and efficiency in a fast-paced environment.

Qualifications

• Customer service skills with empathy.
• Ability to problem solve using sound judgement and discretion.
• Willingness to handle repetitive tasks and physical duties as required.

Responsibilities

• Provide courteous, prompt service at front counter and via phone.
• Assist with passport applications, enquiries, and document legalisation.
• Undertake quality checks of travel documents before/after printing.
• Handle inventory securely and manage spoilage/destruction per policies.
• Maintain records, manage inbox, and support refunds/returns.

Job description

APS3 Passport Officers - roles available in Hobart and Darwin

Australian Department of Foreign Affairs & Trade – Darwin NT

Applications close at 11.30pm AEDT on Sunday 22 November 2026

The Opportunities

Do you have a passion for working in service delivery environments? Do you have exceptional customer service skills? Do you have an understanding of managing high-risk, high-value assets appropriately? 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, or involve more physical aspects such as lifting, walking, or standing for prolonged periods of time.

Our Ideal Candidates

Our ideal candidates will have:

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 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 timeframes.

Effectively use business applications, tools, and 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.

A mature attitude and the key attributes of being responsible, trustworthy, and reliable.

The key duties of the position include:

• Provide a courteous, prompt, efficient and professional service when working on the front counter (e.g passport application interviews, passport enquiries, passport collections, and document legalisation services), concierge, administrative support, and telephone enquiries.
• Communicate effectively (orally and in writing) with members of the public, colleagues, and management.
• Undertake Quality Assurance checks of travel documents prior to, and post, print of travel documents.
• Handle high-value, high-risk inventory in a secure manner, and manage the secure spoilage and destruction of incorrect or faulty travel documents in line with strict policies and procedures.
• Assist in regular stocktakes of blank passport holdings
• Undertake processing tasks and operate travel document printer and laminate machines to produce Australian travel documents, including basic routine maintenance of passport printers.
• High speed and accurate data entry, document preparation, scanning, personalisation, image enhancement, document/photo exceptions re-work.
• Working independently, organise own workload, allocate own resources, and complete tasks in a timely manner to meet established key performance indicators.
• General day-to-day administrative functions including, but not limited to, effective records management, management of inbox, payment of invoices, liaison with various customers and stakeholders in relation to travel document refunds and Returns to Sender.
• Work as part of a team to deliver outcomes, displaying flexibility to meet operational requirements

Eligibility

Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the Australian Public Service (APS) unless the Agency Head has agreed otherwise, in writing

Depending on the role into which you are placed, you may also be required to obtain and maintain a Working with Vulnerable People/Children registration (or equivalent)