Client Services Officer

Federal Circuit and Family Court of Australia; Rockhampton Regional; On-site; AUD 65,000 - 90,000; Full time

Job summary

Federal Court Australia is seeking staff to deliver local and public court services at a registry location. The role supports judiciary and court users, delivering information, processing cases, and assisting Registrars within a structured framework.

The position emphasises teamwork, client focus, and the ability to train colleagues, with opportunities to contribute to continuous improvement and reporting across court operations.

Qualifications

• Experience delivering client-focused services in a high-volume environment.
• Strong organisational, analytical and problem-solving skills.
• Ability to coach and train colleagues.
• Excellent written and verbal communication with diverse stakeholders.
• Adaptability to change and quick learning of court procedures.

Responsibilities

• Provide information and advice relating to court services, procedures, processes and forms to clients to assist them in resolving inquiries.
• Progress cases by providing administrative services, including document lodgement, enquiries management, Registrar support and reconciling court fees.
• 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 problem resolution.
• Schedule and prioritise matters for hearing and other interventions to achieve earliest resolution.
• Liaise with internal and external stakeholders to assist case resolution.
• Coach employees, identify training needs and provide quality assurance.
• Collate, analyse and produce reports as required.
• Assist Registrars as required.

Skills

Customer service

Written and verbal communication

Teamwork

Coaching/Training

Problem solving

Job description

This position is primarily responsible for the provision of services directly to the judiciary in specific locations and the public both locally (face to face) and/or nationally (as part of a dispersed national team).

Staff working in Location Based Support will provide a pivotal role delivering local services directly to the judiciary and face-to-face clients attending court locations. Staff in Location Based Support are located in a specific registry location to provide support at a local level. Staff within this stream report to a Location Based Team leader, either Manager Court Operations or Director Court Operations, depending on the location’s size and structure.

Location Based Support staff integrate across areas of responsibility to provide a holistic service to judges, staff, litigants and the profession.

Key Responsibilities and Duties

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

Applications close on Tuesday 29 September 2026 at 11:30pm (AEST).

Contact Officer

For more information, please contact Cheryl Grant, Manager Court Services via telephone [phone] or email [e-mail]

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 court of their employment.
• Health clearance – the successful applicant may be required to complete a health declaration or attend a medical assessment to confirm their fitness for duty.

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.

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 a disability; and meet the minimum requirements for the job. For more information visit: https://www.apsc.gov.au/recruitability

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