Client Services Officer

Federal Circuit and Family Court of Australia; Townsville City; On-site; AUD 55,000 - 65,000; Full time

Job summary

The Federal Circuit and Family Court of Australia in Townsville is advertising for a Client Services Officer (CSO) to support the Family Law Registry. You will join a location-based team delivering frontline information, processing enquiries, and assisting with docket and case management tasks.

Flexibility is valued; the role may be full-time or part-time and will involve rotating duties to build a broad skill set while maintaining high client service standards.

Qualifications

• Demonstrated record of success in providing client-focused services to the public.
• Ability to quickly learn court procedures, guidelines and systems.
• Strong organisational skills to manage priorities under pressure.
• Team player with integrity and ability to work unsupervised as required.
• Excellent oral and written communication, including handling stressful situations.

Responsibilities

• Provide information and advice about court services, procedures, forms and external options to help clients resolve inquiries.
• Progress cases by performing administrative tasks such as document lodgement, enquiries management and fee reconciliation.
• Assist in managing complex cases via the case management system.
• Work independently within defined rules to apply legislation and court processes.
• Identify issues and contribute to problem resolution.
• Schedule matters for hearings and other interventions to achieve timely outcomes.
• Liaise with judges, registrars, staff, legal practitioners and external stakeholders.
• Coach staff, identify training needs and provide quality assurance.
• Collate, analyse and produce reports as required.
• Assist Registrars as needed.

Skills

Client service

Communication

Teamwork

Organisational skills

Problem solving

Job description

This position is being advertised for Client Services Officer (CSO) roles in the Townsville Federal Circuit and Family Court of Australia Family Law Registry.

This role operates within a small registry location-based team at the Townsville Registry. All staff are expected to be flexible and adaptable to a variety of tasks that arise in response to work demands, staff leave and other operational reasons.

The Registry provides service to all court clients both locally (face to face) and/or nationally (as part of a dispersed national team) as well as providing high level docket and/or case management support to Judges, Registrars and their staff.

The successful applicant must be flexible in their approach to work and be willing to learn and adapt to new procedures. The position involves work in Location Based Support across any of the streams of work managed by the respective teams. There is an expectation that regular role rotation and cross-skilling will take place to ensure all staff maintain a broad range of skills.

The position may be offered on a full-time or part-time basis, to be discussed with the successful applicant.

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.
• 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 including a demonstrated understanding of and commitment to providing client focused services.
• Demonstrated working knowledge or clearly demonstrated capability to quickly acquire a sound working knowledge of court procedures, guidelines, policies and practice, including the computerised information systems used by the courts.
• Demonstrated effective organisational skills with the ability to work under pressure, achieve objectives and manage competing priorities.
• A demonstrated ability to work well in a team, to act with integrity, use initiative and work unsupervised as required.
• Demonstrated capacity to communicate effectively both orally and in writing with strong interpersonal skills, including a proven ability to manage stressful and/or conflict situations in a professional manner, on a continual basis.

Applications close on Monday 16 November 2026 at 11:30pm (AEDT).

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.

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

The Federal Circuit and Family 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.

The Federal Circuit and Family Court of 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 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

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

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