The Organisation

The Australian Security Intelligence Organisation (ASIO) protects Australia and Australians from threats to their security. In a complex, challenging and changing security environment, our success is built on the imagination and intelligence of our team. ASIO’s people are ordinary Australians but they do extraordinary things – they are our most important asset. To be successful in our mission, we need talented people who are highly capable, dedicated, adaptable and resilient.

We seek to reflect the diversity of the community we protect. ASIO is committed to fostering a diverse and inclusive environment, where all staff are valued and respected. We welcome applications from all eligible candidates, irrespective of gender, sexual orientation, ethnicity, religious affiliation, age or disability. Aboriginal and Torres Strait Islander Peoples are encouraged to apply. We are secretive about what we do, not what we value. Find out more information about diversity and inclusion at ASIO.

The opportunity

The newly established TOP SECRET-Privileged Access (TS-PA) Vetting Authority will centralise Australia’s highest-level security clearance functions within ASIO over the coming years. Successful applicants will play an instrumental role in building this new capability, established to help protect Australia from the threat of espionage and foreign interference.

AE5 and AE6 Customer Engagement Officers will be part of the new Vetting Customer Service Team and will contribute to the long-term success of this important function. Successful applicants will have the opportunity to influence the process design and the team’s ways of working.

Applicants seeking a career move within the next 12 months are encouraged to apply now.

A merit pool may be created to fill future vacancies. The merit pool will be valid for up to 18 months.

Role responsibilities

Customer Engagement Officers:

• Interact with customers via multiple communication channels to provide support, problem solve and escalate enquiries. Customers range from clearance subjects and clearance holders to sponsoring agencies.
• Are responsible for clear and consistent tracking of customer interactions, recording details of enquiries, reactions, and resolution outcomes.
• Develop and maintain relationships with key stakeholders in delivering quality customer service outcomes.
• Mentor and provide training to other customer service staff and maintain a positive culture within the Customer Service Team, aligned to ASIO’s values.
• Provide input to the process design and be instrumental in evolving and iterating the ways of working to meet the needs of the TS-PA Vetting Authority and customers in years to come.

An AE6 level will additionally be responsible for:

• Managing complex enquiries and priority customers, including escalations to various support areas to resolve client requests.
• Contributing to Service Level Agreements (SLA) and Key Performance Indicator (KPI) reporting that informs quality customer service objectives.

What you will bring

We invite applications from people with the following attributes:

• Excellent communication skills, communicates confidently and presents verbal and written messages clearly and concisely.
• High-level accuracy and attention to detail in the processing and recording of information.
• Ability to work individually and as part of a team in a complex, changing environment with a high workload.
• A supportive team member who contributes to the team's development.
• Ablility to apply relevant policies and procedures to ensure work is completed in compliance with all requirements.
• Curiosity, empathy, resilience and a natural talent for solving customers queries.

What we offer you

ASIO provides a number of benefits to its staff including:

• A competitive salary, including a 7.5% allowance for maintaining a TOP SECRET-Privileged Access security clearance.
• Employer superannuation contributions of 15.4%.
• A variety of leave options, in addition to the standard 4 weeks annual leave to ensure your work-life balance.
• Flexible working arrangements to assist you to maintain your work-life balance (please note: due to our unique working environment, work from home options are generally not available).
• Study assistance, including financial support and study leave for tertiary education.
• Access to 7 staff-led diversity and inclusion networks.
• Mentoring opportunities.
• Access to an Employee Assistance Program (EAP).

Eligibility

To be eligible for the role, you must be:

• An Australian citizen.
• Assessed as suitable to hold and maintain a TOP SECRET-Privileged Access security clearance.

ASIO is committed to fostering a diverse and inclusive environment, where all staff are valued and respected. We welcome and value applications from all eligible candidates, irrespective of gender, sexual orientation, ethnicity, religious affiliation, age or disability. Aboriginal and Torres Strait Islander peoples are encouraged to apply.

Reasonable adjustments

ASIO is committed to fostering a diverse and inclusive environment for candidates to participate within all stages of the selection process. These opportunities may include reasonable adjustment to assessment methodologies to enable full participation. Please let us know if you require any additional assistance or reasonable adjustments during any stage of the recruitment process in order to fully participate in the recruitment process or the workplace.

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Location

These positions are located in Canberra. Relocation assistance is provided to successful candidates where ASIO requires you to relocate.

We advertise positions nationally to reach the broadest audience. Please refer to the above before applying.

How to apply

Click on ‘Apply online’ to commence your application. Your application must be complete and include the following:

• A written pitch of up to 500 words using examples to demonstrate how your skills and experience meet the requirements for the position.
• A current CV, no more than 2 pages in length, outlining your employment history, the dates and a brief description of your role, as well as any academic qualifications or relevant training you may have undertaken.
• Details of 2 referees, which must include a current or previous manager – ideally within the last two years.

Before applying you should familiarise yourself with the ASIO People Capability Framework and Core Capability Guide, both available on the ASIO website. To increase your chances of success, tailor your application responses to align with the AE5-AE6 capabilities and levels outlined in these frameworks. Please note, it is not necessary to address each of the capability criteria individually in your application.

You will need to demonstrate what you bring to the position in relation to the criteria below:

• Strategic Thinking
• Achieves Results
• Productive Working Relationships
• Personal Drive & Integrity
• Demonstrated Skills & Experience.

Consider ASIO’s People Capability Framework and Core Capability Guide, and the position description and classification level you are applying.

Closing date and time

Monday 28 April 2025, 5:00pm AEST.

No extensions will be granted and late applications will not be accepted.

The Recruitment Selection Process – what to expect

We thank all applicants for their interest in applying for a position with the Vetting Authority. Please be advised that our selection process is rigorous and extensive.

All employment decisions and selection processes at ASIO are based on merit principles and candidates must be prepared to undergo various selection stages. The stages themselves may include; application submission, eligibility checks, online testing, skills-based assessment and panel discussion.

ASIO holds all employment applications in the strictest of confidence. It is essential that you do the same. Please do not discuss your application with others as doing so may adversely affect your potential employment.

We ask all applicants for their patience throughout the process. Once complete, we will notify unsuccessful candidates but will not provide feedback on any aspect of the selection process.

Employment conditions

Employment is under the Australian Security Intelligence Organisation Act 1979. Conditions of service are similar to those applying in the Australian Public Service. We recognise entitlements accrued under the Public Service Act 1999 and provide for continuation of superannuation under the Commonwealth schemes. Salary packaging arrangements are also available.

Australian Workplace Equality Index (AWEI)

In 2024, ASIO achieved the AWEI Gold Standard, recognising ASIO’s inclusion work and positive culture. ASIO was one of only 7 public sector employers, and the first Australian intelligence agency, to achieve this status.

The ASIO Diversity and Inclusion Strategy reflects ASIO’s commitment and recognises the benefits of being a diverse and inclusive organisation. For further information about ASIO’s Diversity and Inclusion networks, please visit: www.asio.gov.au/about/diversity-and-inclusion.

Enquiries

If you require further information after reading the selection documentation, please contact ASIO Recruitment at [email protected] or phone 02 6263 7888.

More information

For more information about ASIO, please visit: www.asio.gov.au.