About the Role

This role supports the delivery of secure and efficient travel document services to the Australian public. As part of a customer-focused team, you will assist with application processing, customer enquiries, and administrative tasks that contribute to high-quality outcomes and national service standards.

Essential Requirements

• Australian citizenship (mandatory)
• Ability to obtain and maintain a Baseline Security Clearance

Key Duties
Under general supervision, the Customer Service Officer will:

• Provide front-of-house and telephone customer service, offering advice and support on travel document applications
• Process applications, conduct quality assurance checks, and operate document production equipment
• Communicate effectively with members of the public, relevant authorities, and other government agencies
• Complete administrative and financial tasks such as payment processing, reconciliations, and correspondence management
• Participate in training to maintain up-to-date knowledge of relevant legislation, policies and procedures
• Assist in maintaining workflow efficiency, managing mail, and ensuring adherence to performance standards
• Apply sound judgement, confidentiality, and accuracy across all tasks

Skills and Experience
We are seeking motivated, adaptable individuals who demonstrate:

• Strong attention to detail and a commitment to delivering high-quality outcomes
• Excellent interpersonal and written communication skills
• Proven ability to work collaboratively in a team environment
• Capacity to manage workloads and meet deadlines in a fast-paced setting
• Proficiency in Microsoft Office and digital systems
• A positive, professional and resilient approach when dealing with members of the public

How to Apply
To apply, please submit your resume and a cover letter outlining how your skills and experience align with the requirements of the role.