Case Officer - APS4

McArthur; Adelaide; Hybrid; AUD 65,000 - 75,000; Full time

Job summary

Federal Government in Adelaide is seeking Case Officers to join a fast-paced service delivery environment, starting late November 2026. You will demonstrate empathy, strong problem-solving, and the ability to manage confidential information while meeting targets.

You will handle document applications, make eligibility determinations, and provide guidance on complex cases. Australian citizenship and baseline security clearance may be required, with service to the public across multiple channels.

Qualifications

• Experience in fast-paced government or service-delivery environments preferred.
• Ability to interpret legislation, policies and guidelines.
• Strong communication and interpersonal skills.
• Proven ability to meet targets while maintaining integrity and confidentiality.

Responsibilities

• Deliver courteous, prompt, and professional customer service across channels.
• Monitor and manage document applications and workflows using sound judgement.
• Process documents and make determinations on eligibility per legislation and policies.
• Investigate and resolve standard to moderately complex eligibility issues.
• Provide guidance and advice on document eligibility in line with procedures.

Skills

Customer service

Empathy

Problem solving

Judgement & risk

Adaptability

Discretion

Time management

Job description

Our Federal Government client is seeking to source several Case Officer roles to commence late November 2026

The Opportunity:

Will require you to have a passion for working in fast-paced service delivery environments, have exceptional customer service and problem-solving skills, have sound administration and clerical skills and excel in meeting and achieving targets.

The 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.
• Ability to work under pressure, apply both a sense of urgency and the highest level of discretion and confidentiality. '
• Ability to work in a service delivery environment focused on meeting local and network demands - consistent with clearly defined output and quality performance expectations.
• 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.

Key Duties:

Your key duties will include:

• Deliver courteous, prompt, and professional customer service when providing guidance to the public through various channels including face-to-face, telephone or in writing, ensuring approved scripts or templates are used where applicable.
• Use effective judgement and investigative skills to monitor and manage Document Applications and workflows.
• Undertake document processing including decision-making and recommendations on the eligibility of applicants by providing appropriate determinations that are informed by relevant legislation, regulation, policies, and guidelines.
• Investigate, resolve, and review standard to moderately complex document eligibility and related issues.
• Contribute to the provision of advice, assistance and guidance on document eligibility matters and the extent to which they comply with relevant legislation, regulations, policies, and guidelines and implement said policies and procedures.

To be eligible to apply for these positions you must be an Australian Citizen and either have or be willing to obtain a Baseline Security Clearance.