Client Service Officer

Federal Court of Australia; Melbourne; On-site; AUD 60,000 - 72,000; Full time

Job summary

Federal Court of Australia – Melbourne VIC is advertising for Client Services Officer (CSO) roles in the Melbourne Federal Circuit and Family Court of Australia Family Law Registry and Federal Court of Australia Registry. CSOs support enquiries, document management, and deputy registrar tasks while staying adaptable to new procedures.

Key responsibilities include providing information on court services, processing cases, and assisting in complex matters.

Qualifications

• Experience in delivering client-focused public service in high-volume environments.
• Ability to use initiative and meet deadlines independently.
• Proven coaching or training experience with colleagues.
• Strong written and oral communication across diverse stakeholders.
• Willingness to adapt to new procedures and processes.

Responsibilities

• Provide information and advice on court services, forms and procedures.
• Progress cases with administrative duties and fee handling.
• Assist in complex case management through case management systems.
• Work autonomously within rules to apply legislation and guidelines.
• Identify issues and contribute to problem resolution.
• Schedule matters for hearing to achieve early resolution.
• Liaise with judges chambers, registrars, staff and practitioners.
• Coach staff, identify training needs and ensure quality.
• Prepare reports and assist Registrars as required.

Skills

Customer service

Public interaction

Organisational skills

Analytical thinking

Problem solving

Initiative

Teamwork

Coaching/training

Communication

Stress management

Process improvement

Tools

Case management system

Job description

Federal Court of Australia – Melbourne VIC

The Court and Tribunal Services Team is a pivotal part of the Court’s operational structure with broad responsibility across both general federal and family jurisdictions for enquiries management, filed document management, Deputy Registrar Support in Family Law and providing services directly to the judiciary.

This position is being advertised for Client Services Officer (CSO) roles in the Melbourne Federal Circuit and Family Court of Australia Family Law Registry and Federal Court of Australia Registry. CSO’s must be flexible in their approach to work and be willing to learn and adapt to new procedures. CSO’s may also fulfil a training, coaching and mentoring role and are responsible for monitoring and assisting staff on a daily basis with enquiries of a more complex nature.

Key Responsibilities and Duties

The responsibilities of the position are to:

• provide information and advice relating to court services, procedures, processes and forms as well as external options to clients to assist them to resolve their enquiries and issues;
• progress cases by providing administrative services in accordance with court processes, including document lodgement, enquiries management, Registrar support and receiving and reconciling court fees and charges;
• assist in the management of complex cases through the case management system;
• work independently within defined rules to apply legislation, guidelines and court processes;
• identify issues and contribute to the resolution of problems;
• schedule and prioritise matters for hearing and other interventions to achieve the earliest possible resolution;
• liaise with a range of internal and external stakeholders including Judge's chambers, Registrars and their support staff, managers, legal practitioners, community organisations and other service providers to assist the resolution of cases;
• coach employees, identify training needs and provide quality assurance;
• collate, analyse and produce reports as required, and
• assist Registrars as required.

Selection Criteria

• A demonstrated record of success in the provision of service to clients involving working directly with the general public and a demonstrated understanding of and commitment to providing client focused services in a high volume environment.
• A demonstrated high level of organisational, analytical and problem solving skills, the ability to use initiative and work independently and the ability to prioritise work to meet deadlines.
• A demonstrated ability to work well in a team, foster a positive team environment and demonstrated experience coaching and training colleagues (or related experience).
• A demonstrated capacity to communicate effectively both orally and in writing with people from a wide range of backgrounds, including clients, other staff members, the judiciary and senior management. This will include a proven ability to manage stressful and/or conflict situations in a professional manner, on a continual basis.
• A demonstrated ability to contribute to and support change in the workplace including a strong ability to identify opportunities for process improvement. and quickly acquire a sound working knowledge of court procedures, guidelines and policies.

Employment with the Court is subject to the conditions prescribed in the Public Service Act 1999, and the following:

• Australian citizenship – the successful applicant must hold Australian citizenship.
• Security and character clearance – the successful applicant must satisfy a Police Records Check and may also be required to complete security clearances during the course of their employment.
• Successful applicants engaged into the APS will be subject to a probation period.

Interested candidates who have received a redundancy benefit from an APS agency are welcome to apply but note that they cannot be engaged until their redundancy benefit period has expired.

Contact Officer

For more information, please contact Jeanne Beaty, Judicial and Registry Services Team Leader via telephone on (03) 8638 6*** or email ************@fedcourt.gov.au.

Diversity and Inclusion

Federal Court Australia is committed to supporting an inclusive and diverse workforce and welcomes and encourages applications from People with Disability.

First Nations peoples, LGBTIQA+ people, people from Culturally and Linguistically Diverse backgrounds, Mature age workers, as well as young workers and supporting an inter-generational workforce and supporting gender equity and families.

Federal Court Australia will provide reasonable adjustments for candidates to participate equitably in the recruitment process and discuss workplace adjustments to fulfil the inherent requirements of the role.

Artificial Intelligence (AI) in recruitment

Candidates may use AI tools to assist with their participation in this recruitment process unless otherwise advised. Where AI tools are used, candidates are responsible for ensuring that all information submitted is transparent, accurate, and genuinely reflects their own skills, capabilities, and experience.

For more information, see: Principles for candidate use of AI in Recruitment

RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have disability; and meet the minimum requirements for the job. For more information visit: https://www.apsc.gov.au/recruitability

Application Close: Monday 2 November 2026 at 11:30 pm (AEDT).

Aboriginal and Torres Strait Islander people are strongly encouraged to apply.