Client Service Officer

Federal Court of Australia; Western Australia; On-site; AUD 60,000 - 80,000; Full time

Job summary

A leading court organization in Australia is looking for a Client Services Officer to provide vital support to judges and the public. This role involves managing case-related enquiries, maintaining a client-focused approach, and ensuring effective communication across various stakeholders. Applicants should demonstrate strong client service skills and the ability to work in a fast-paced environment. This position offers a chance to develop a broad skill set in a unique judicial environment.

Qualifications

• Demonstrated success in client services and management of high-volume enquiries.
• Ability to prioritize work effectively while meeting deadlines.
• Experience coaching and training colleagues.

Responsibilities

• Provide information and advice relating to court services.
• Manage document lodgement and inquiries.
• Liaise with internal and external stakeholders to assist case resolution.

Skills

Client service

Organizational skills

Problem-solving skills

Teamwork

Communication skills

Job description

The Court and Tribunal Services Team (CTS) is a pivotal part of the Court’s operational structure with broad responsibility across the general federal jurisdiction for enquiries and management of documents submitted for filing.

The Client Services Officer (CSO) role operates within a small team and forms part of the broader registry team, providing services to the judiciary and to the public, both locally (face to face) and nationally as part of a dispersed national team.

The Strategic Support Hub (SSH) team are the first point of contact for most clients and/or their legal representatives when contacting the Courts via telephone, live chat and email. CSOs will be rostered to the SSH in addition to undertaking other national document processing work.

SSH and CSO staff integrate across areas of responsibility to provide a holistic service to judges, staff, litigants, and the profession. The Courts have a wide jurisdiction requiring CSOs to be flexible in their approach and there is an expectation of regular role rotation and cross skilling taking place to ensure staff maintain a broad range of skills.

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.
• 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

To be successful in this role, you will have:

• 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. In addition, quickly acquire a sound working knowledge of court procedures, guidelines and policies.

To apply, please complete the application form on the Court’s career portal. If you have any issues with applying, please email [e-mail].

As part of your application, you will be required to submit a two-page response outlining your suitability for this position having regards to the selection criteria and duties of the position (maximum word limit 1000).

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.

The Federal Court of 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.

Diversity and Inclusion

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.

RecruitAbility 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 a disability; and meet the minimum requirements for the job.

Applications close on Thursday, 9 October 2025 at 8:30 pm AWST.