The Australian Communications and Media Authority (ACMA) is an independent Commonwealth statutory authority responsible for the regulation of broadcasting, radiocommunications, telecommunications and some online content.

This work underpins our vision for a connected, informed and entertained Australia.

Who we are

The Corporate and Research Division partners with business areas across the ACMA, to provide enterprise wide enabling services and strategic advice so that the ACMA can achieve its purpose. The Division facilitates this through the delivery of key corporate functions including financial management, property services, security, procurement advice, performance reporting, research and data, digital and technology services, human resources, communications, and governance services.

The Digital and Technology Services Branch provides leadership in the design, development and operation of digital and technology services for the ACMA and its stakeholders. The Branch works in a partnership model with all ACMA divisions to ensure their unique technology requirements are fit for purpose. The Branch provides a full-service model that incorporates all Digital and Technology functions. This includes ICT security, first contact customer service, information management and digital literacy, maintaining ICT system availability and operations, project management and governance services. The Branch provides architectural approval and authority to operate over the systems used by the ACMA.

About the role

The Enquiries Officer Role is in the Customer Service Centre and is part of the ICT Business and Support Services Section. This role will primarily focus on answering enquiries from external customers however as a member of the ICT Business and Support Services Section you need to be willing to undertake training to also perform the Site Support Officer role in the ACMA Corporate Service Desk as needed. Full training and support will be provided for both roles.

In the Enquiries Officer role, you will be responsible for delivering a range of customer service functions including call centre and processing work received on five communication channels - phone, email, web-form, fax or letter.

The Enquiries Officer will provide a high level of customer service by assessing customer needs and determine whether the subject matter of an enquiry is within the ACMA’s jurisdiction, is simple or complex (complex enquiries are escalated to the relevant line area) and provide an appropriate response to the customer via the relevant communication channel. The Enquiries Officer undertakes this function for more than thirty ACMA topics.

The Enquiries Officer will also provide a level of administrative support for Licensing, Radio/Television Interference and VAST appeal registration work.

Key Duties

Our ideal candidate will have experience in a phone contact environment and have highly developed computer literacy and keyboard skills with a minimum typing speed of 45 words per minute. Our ideal candidate will also have experience using databases and other computer programs and have an ability to learn and recall a high volume of information and use guidelines to analyse what is important and how it should be used.

To be successful in this role, you will have excellent communication skills and will bring a can-do approach to the team. You will also need to be a team player who is reliable, resilient, and able to work in a fast-paced environment with changing priorities. You will need to have experience in conflict resolution and dealing with challenging customers. You will need to have a basic understanding or the ability to learn how to troubleshoot ICT issues and follow standard operating procedures. We are seeking someone who is customer focused, has experience working in a customer service environment, has a basic understanding of information and communications technology and is well organised and proficient at multitasking.

To be eligible for employment with ACMA, applicants must be an Australian citizen.

The successful candidate will also be required to obtain and maintain a baseline level security clearance.