APS4 Official Commemoration Provisioning Officer

SOS Recruitment; Canberra; On-site; AUD 112,000 - 116,000; Full time

Job summary

SOS Recruitment is seeking an APS4 Official Commemoration Provisioning Officer to support official commemoration services for Australian war veterans in Canberra. The role requires compassionate, policy-driven guidance and the ability to handle sensitive client interactions with high emotional intelligence.

You will engage with veterans, families and stakeholders, processing enquiries, applying eligibility rules and coordinating with service providers to ensure respectful memorialisation

Qualifications

• Strong customer service and communication skills.
• Empathy, resilience and professionalism.
• Ability to interpret and apply policies and procedures.
• Experience within government, veterans’ services, funeral services, cemeteries/crematoria, community services or another sensitive client service environment would be highly regarded.

Responsibilities

• Provide sensitive and accurate advice to veterans, bereaved families and other clients regarding official commemoration and memorialisation arrangements.
• Manage telephone, online and written enquiries, including sensitive or complex client matters.
• Assess client needs and interpret and apply relevant policies, procedures and eligibility requirements.
• Provide information regarding official commemorations, service emblems and memorialisation arrangements.
• Liaise with cemeteries, crematoria, funeral providers, veteran advocates, service providers and internal stakeholders.
• Prepare correspondence and respond to general enquiries received through shared inboxes.
• Assist with supplier and administrative processes, including work orders, invoices, payments and compliance checks.
• Maintain accurate records and update information within relevant government systems.
• Contribute to continuous improvement of business processes and service delivery.

Skills

Customer service

Communication

Empathy

Emotional intelligence

Resilience

Judgement

Time management

Stakeholder management

Organisational skills

Tools

TechOne

Job description

Position: APS4 Official Commemoration Provisioning Officer
Location: Canberra, ACT
Start date: ASAP
Duration: Approx. 12 months with potential to extend
Pay rate: $54.88 per hour plus 12% super
Security requirements: Baseline security clearance is preferred

Overview

A Federal Government agency is seeking an experienced APS4 Official Commemoration Provisioning Officer to support the delivery of official commemoration services for Australian war veterans.

This is a unique client-focused role providing information, guidance and support to veterans, bereaved families and other individuals navigating memorialisation and commemoration arrangements. Working within a sensitive service delivery environment, you will provide compassionate and accurate advice while applying relevant policies, procedures and eligibility requirements. The role requires a high level of emotional intelligence, resilience and sound judgement when dealing with grieving families, vulnerable clients and complex circumstances.

Responsibilities:

• Provide sensitive and accurate advice to veterans, bereaved families and other clients regarding official commemoration and memorialisation arrangements.
• Manage telephone, online and written enquiries, including sensitive or complex client matters.
• Assess client needs and interpret and apply relevant policies, procedures and eligibility requirements.
• Provide information regarding official commemorations, service emblems and memorialisation arrangements.
• Liaise with cemeteries, crematoria, funeral providers, veteran advocates, service providers and internal stakeholders.
• Prepare correspondence and respond to general enquiries received through shared inboxes.
• Assist with supplier and administrative processes, including work orders, invoices, payments and compliance checks.
• Maintain accurate records and update information within relevant government systems.
• Contribute to continuous improvement of business processes and service delivery.

Experience/requirements:

• Experience using TechOne is desirable.
• Strong customer service and communication skills, particularly when dealing with sensitive or emotional circumstances.
• Demonstrated empathy, emotional intelligence, resilience and professionalism.
• Strong judgement and the ability to interpret and apply policies and procedures.
• Excellent written communication and administrative skills.
• Strong organisation and time management skills with the ability to manage competing priorities.
• Experience building effective relationships with internal and external stakeholders.
• The ability to work independently and collaboratively within a team environment.
• Experience within government, veterans’ services, funeral services, cemeteries/crematoria, community services or another sensitive client service environment would be highly regarded.
• Experience using financial, records management or case management systems would also be advantageous.

PLEASE NOTE: Applications for this role will close on 30 September 2026. If your application is received after this date, we’ll be happy to keep your CV on file for similar opportunities that may come up. We encourage you to apply even if the closing date has passed.

SOS Recruitment is committed to workplace diversity and equity in employment. We encourage applications from Aboriginal and Torres Strait Islander peoples, people with disabilities, women, people with family responsibilities, and individuals from diverse cultural, linguistic, religious and LGBTIQ backgrounds.