APS4 Travel Document Case Officer – Melbourne (On-site)

Randstad Pty; Melbourne; On-site; AUD 63,000 - 85,000; Full time

Job summary

Randstad Australia is seeking an APS4 Case Officer for Melbourne CBD to support travel document processing and eligibility assessments in a fast-paced government service delivery setting. This on-site role involves high-volume, face-to-face and written interactions with the public, with an ASAP start and initial contract through June 2027.

You will apply legislation, coordinate with partner authorities, and assist in crisis responses while maintaining confidentiality and security.

Qualifications

• Proven administrative experience.
• Australian citizenship is mandatory.
• Experience with investigations.
• Case management experience.

Responsibilities

• Customer Service: Deliver courteous, prompt, and professional service across face-to-face, telephone, and written channels.
• Assessment & Decision-Making: Assess and determine eligibility for Australian travel documents by interpreting and applying relevant legislation, regulations, and operational policies.
• Investigations & Issue Resolution: Investigate standard to moderately complex travel document cases, manage alerts from partner authorities, and propose escalation pathways when necessary.
• Operational Administration: Conduct spoils, secure destruction, site custodian duties, and personalisation support adhering to strict operational security frameworks.
• Teamwork & Crisis Response: Collaborate across teams, assist in coaching peers, and adapt rapidly to operational demands, including emergency or crisis response deployments.

Skills

Administrative experience

Investigations experience

Case management experience

Citizenship required

Job description

Randstad Australia is seeking an APS4 Case Officer for Melbourne CBD to support travel document processing and eligibility assessments in a fast-paced government service delivery setting. This on-site role involves high-volume, face-to-face and written interactions with the public, with an ASAP start and initial contract through June 2027.

You will apply legislation, coordinate with partner authorities, and assist in crisis responses while maintaining confidentiality and security.