Guest Experience Attendant – Bar, Room Service & Events

Ihg Hotels & Resorts; Canberra; On-site; AUD 74,000 - 88,000; Full time

Job summary

SOS Recruitment is seeking experienced APS4/5 Client Services and Administration Officers to join a Federal Government Department in Canberra. You will handle client enquiries, manage records, and support business processes with a strong focus on accuracy and service quality.

In a busy environment you will process applications, liaise with stakeholders and assist with SOPs and project work, delivering timely and compliant outcomes. Apply by the stated closing date.

Qualifications

• Experience in client service, administration or application processing roles.
• Knowledge of security clearance vetting processes or PPF framework is desirable.
• Certificate III/IV in Government is desirable but not essential.

Responsibilities

• Act as primary contact for clients via phone, email and in person.
• Provide accurate and timely advice in line with policies and standards.
• Receive, review and process applications ensuring completeness and accuracy.
• Maintain client records and update internal systems.
• Coordinate with stakeholders to progress administrative processes.
• Assist with SOP development and ongoing operational improvements.
• Support team leaders with policy and service delivery projects.

Skills

Client service

Administration

Time management

Written communication

Verbal communication

Education

Certificate III or IV in Government

Job description

Job Description

Position: APS4/5 Client Services and Administration Officer
Location: Canberra, ACT
Start date: January 2027
Duration: Approx. 12 months with potential to extend
Pay rate:
APS4: $53.92 – $57.48 per hour plus 12% super
APS5: $59.46 – $63.53 per hour plus 12% super
Security requirements: Current NV1 Security Clearance required

Overview

SOS Recruitment is seeking experienced APS4/5 Client Services and Administration Officers to join a Federal Government Department in Canberra.

This opportunity will see you providing high-quality client service and administrative support within a busy corporate services environment. You will be responsible for managing client enquiries, processing applications, maintaining accurate records and supporting operational processes. Working within a collaborative team, you will contribute to efficient service delivery and continuous improvement initiatives.

Responsibilities

• Act as a primary point of contact for clients via phone, email and in person, responding to enquiries and resolving concerns.

• Provide accurate and timely advice in accordance with relevant policies, procedures and service standards.

• Receive, review and process applications, ensuring completeness and accuracy.

• Maintain accurate client records and update internal systems.

• Liaise with internal and external stakeholders to progress and finalise administrative processes.

• Coordinate processes involving external service providers and government agencies.

• Process sensitive external checks in accordance with relevant procedures.

• Prepare clear and accurate documentation for delegate consideration and approval.

• Assist with the development and maintenance of Standard Operating Procedures (SOPs).

• Support Team Leaders with projects relating to policy, service delivery and operational improvements.

• Provide general administrative assistance across the section as required.

Experience/requirements

• Knowledge of security clearance vetting processes and the Australian Government Protective Security Policy Framework (desirable).

• Certificate III or IV in Government (desirable but not essential).

• Demonstrated experience in client service, administration or application processing roles.

• Strong organisational, problem-solving and time management skills.

• Ability to manage competing priorities and meet tight deadlines in a fast-paced environment.

• Excellent written and verbal communication skills, with the ability to manage sensitive client enquiries professionally.

• Sound judgement and the ability to interpret and apply relevant policies and procedures.

• Ability to work independently and collaboratively within a team environment.

• Experience managing high volumes of enquiries and maintaining accurate records.

• Valid driver's licence (desirable).

• Must hold a current Australian Government NV1 Security Clearance prior to commencement.

PLEASE NOTE: Applications for this role will close on 2 November2026 . If your application is received after this date, we’ll be happy to keep your CV on file for similar opportunities that may come up. We encourage you to apply even if the closing date has passed.

SOS Recruitment is committed to workplace diversity and equity in employment. We encourage applications from Aboriginal and Torres Strait Islander peoples, people with disabilities, women, people with family responsibilities, and individuals from diverse cultural, linguistic, religious and LGBTIQ backgrounds.