Key Responsibilities & Operational Scope

The core responsibilities and primary duties for this position within Services Australia include:

• We are seeking motivated people to join our team as Service Officers and become the face of Australian Government services within the community.
• These roles have a strong involvement in issues relating to Aboriginal and/or Torres Strait Islander people and will involve direct interaction with Aboriginal and/or Torres Strait Islander communities.
• Assist customers across a range of payments, programs and services and work across one or more service delivery channels (telephone, face-to-face or processing).
• Assess customer and stakeholder needs and encourage the use of self-service or digital service options.
• Deliver integrated and connected services to meet customer needs.
• These roles require you to work on-site in an office environment (no flexibility for the role to be performed virtually or from a different location).
• Help someone understand and self-manage their payments and services.
• Use computer systems to find a way to solve a problem for someone.
• Make decisions and tell people about them.
• Tell someone about any complaints or issues.

Mandatory Eligibility & Security Clearance

Applicants must satisfy the following statutory and organizational requirements:

• Citizenship: Under section 22(8) of the Public Service Act 1999, candidates must generally be Australian citizens to be eligible for engagement.
• Security Clearance: The successful candidate must be able to obtain and maintain an Australian Government Security Vetting Agency (AGSVA) security clearance (Baseline, Negative Vetting 1, or Negative Vetting 2 as required by the agency).
• Probationary Period: Employment may be subject to a probationary period, character checks, and pre-engagement screening.
• RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job. For more information visit: https://www.apsc.gov.au/recruitability. This initiative/program is only applicable where the successful applicant will be employed under the Public Service Act 1999. Similar conditions may apply when employed under other Acts. For clarification please contact the advertising agency.

Working Arrangements & Public Sector Benefits

Work Model: On Site. Details: ‘Onsite’ – This role is expected to be performed on site in the advertised location/s..

Australian Public Service positions provide comprehensive Commonwealth benefits including a standard 15.4% employer superannuation contribution, attractive leave provisions, and structured career progression pathways across the Australian Public Service.