Customer-Focused 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

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.