APS4 Passport Case Officer

Queensland Federal Government | Very strong likelihood of contract extension or permanency | Full-time hours

Your new company
Youll be joining a well-established Federal Government organisation that provides essential services to the Australian community. Working within a professional and highly structured environment, youll be part of a team focused on delivering accurate, efficient and high-quality services to customers.

Your new role
Some of your key responsibilities:

• Deliver courteous, prompt, and professional customer service when providing guidance to the public through various channels, including face-to-face, telephone or in writing, ensuring to use approved scripts or templates where applicable.
• Use effective judgement and investigative skills to monitor and manage Australian Travel Document applications and passport workflows. Contribute to the management of workload and resource allocation priorities with a high degree of flexibility.
• Undertake travel document processing, including decision-making and recommendations on the eligibility of applicants for an Australian travel document, by providing appropriate determinations that are informed by relevant legislation, regulations, policies, and guidelines.
• Investigate, resolve, and review standards to moderate complex travel document eligibility and related issues. The definition of standard and moderately complex applications is set by the APO with changes made to that definition as needed from time to time. Propose solutions to senior officers when escalating matters.
• Contribute to the provision of advice, assistance and guidance on travel document eligibility matters and the extent to which they comply with relevant legislation, regulations, policies, and guidelines and implement said policies and procedures.
• Conduct spoils and destruction, personalisation support, and site custodian duties in line with delegations and agreed processes and procedures

What you'll need to succeed

• Complaint and escalation resolution experience
• Ability to support and handle vulnerable or distressed customers
• Previous contact centre, customer service or leadership experience
• Previous Queensland Public Sector experience is highly regarded
• Ability to have resilience and work under pressure
• Must be an Australian citizen
• Must have the ability to obtain a baseline clearance or already have one
• If shortlisted, you will be required to do a Skills Testing Module

What you'll get in return

• Initial contract until 31st December with a strong likelihood of extension (most contractors stay for 2+ years or convert to permanency)
• Located in Brisbane CBD
• No work-from-home available due to the nature of the contract
• Hours from 8am to 4pm
• Competitive hourly rate of $53.75 p/h + Super

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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