Aps5, Client Support Officer, Canberra

2 weeks ago

Canberra, Australia Australian Criminal Intelligence Commission (ACIC) Full time

Location: Canberra
- Ongoing/Non-ongoing

The Australian Criminal Intelligence Commission (ACIC) is Australia’s national criminal intelligence agency. We advise senior decision makers on serious and organised crime impacting Australia. We are a full member of the National Intelligence Community, an Attorney General’s Portfolio agency, and a member of the Five Eyes Law Enforcement Group.

The ACIC is at the forefront of tackling serious and organised crime targeting Australia, both within our borders and offshore. Our staff operate against a pervasive, transnational and globalised criminal threat, and work hard to realise an Australia hostile to criminal exploitation. As a small agency that makes a real impact on serious and organised crime, we need talented and dedicated people who are intelligent, highly capable and seeking to make a difference to the lives of all Australians.

**About the branch**
The Capability Support Branch maintains relationships with our partner agencies and works with internal stakeholders to support the delivery of policing, intelligence and corporate information services to meet their business needs. Through effective relationships with stakeholders, the branch delivers service improvement initiatives, and assist partner agencies in making informed strategic decisions and championing initiatives which improve our policing, intelligence and corporate information services. The Capability Support Branch contributes to ACIC strategic and planned activities through the following business hubs:

- Biometrics and Forensics
- Frontline
- Intelligence and Corporate About the role

**About the role**
The Client Support Officer (CSO) is a central role within the Biometrics and Forensics Business Hub. It focuses on the coordination, guidance and support of business services, projects, initiatives and systems for partner agencies and internal stakeholders. The role has a strong service delivery component.

A principal role of the CSO is to manage client requests and needs, assess impartially, and act to meet client expectations. In general, the client support functions include:

- Acting as a routine contact point for client requests and managing client expectations
- Providing secretariat support for multiple user advisory groups
- Assisting business managers and team members to inform stakeholders and management of client requests
- Providing advice, guidance and training administration for partner agencies
- Assisting business managers with general administration and client relationship management
- Demonstrated client management and customer service experience, or the ability to quickly acquire experience in maintaining client engagement in business services.
- Demonstrated ability to work with a high degree of independence and professionalism to manage a varied workload with competing priorities, including the ability to identify opportunities for business service improvement.
- Sound interpersonal skills including targeted written and oral communication skills, enabling effective liaison with clients and stakeholders.
- Ability to work in a dynamic team environment and to strengthen valued client relationships with partner agencies and stakeholders.

**Eligibility**
- Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the APS, unless the agency head has agreed otherwise, in writing. For further information, contact the Recruitment Team.
- The Australian community expects ACIC employees to maintain the highest levels of security and integrity. Successful applicants will be required to obtain and maintain, or continue to hold, the required security clearance for this role. All ACIC employees are required to hold a minimum Negative Vetting 1 security clearance, unless otherwise specified.
- To be eligible to work at the ACIC, you must be fully vaccinated against COVID-19. Being fully vaccinated ensures the health and safety of all employees, and the Australian community. Satisfactory proof of vaccination status will be required before you are able to commence employment with the ACIC.

More information about our conditions is available in the ACIC Enterprise Agreement 2016-2019 and Determination 2019/1 on our website.

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