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Aps3 Passport Customer Service and Support Officer

3 months ago

Canberra, Australia Chandler Macleod Full time

As one of the Australia’s largest providers of human resources solutions, Chandler Macleod has a proven track record of unleashing potential in people and companies. For over 40 years Chandler Macleod’s recruitment business has connected leading-edge projects and employers with outstanding business professionals.

Our Federal Government client is seeking to engage an APS3 Passport Customer Service and Support Officer on a contract until 30/06/2024 with potential extension.

**Position Overview**

**Duties & Responsibilities**:

- Management and distribution of high volume of mail and correspondence
- High speed and accurate data entry, document preparation, scanning, personalisation, crop, document/photo exceptions re-work.
- Assist in the travel document production workflow, i.e.: scanning/ cropping photos, ensure data quality prior to the issue of Australian travel documents.
- Perform client service, notarial duties, personalisation support, custodian and telephone enquiries.
- Undertake processing tasks and operate travel document printer and laminate machines to produce Australian travel documents
- Develop knowledge of the document legalisation process and relevant international legal conventions to be able to make informed decisions in relation to the issue of Authentications and Apostilles on Australian public documents.
- Issuing Authentications, Apostilles and Certificate of No Impediment in line with the Department’s guidelines and international legal requirements.
- Responding to notarial enquiries from members of the public.
- Deliver courteous, prompt and professional client service in providing guidance to the public on travel document matters and document legalisation processes.
- Perform general office administrative duties, manage ongoing client contact workload and assist the Workflow Supervisor where required.
- Undertake the duties of cashier including daily financial reconciliations.
- Support the interpretation and analysis of relevant legislation, regulations, guidelines, and procedures relating to the issue of Australian travel documents, with guidance as required.
- Attend appropriate training on relevant legislation, policy and guidelines and, develop and maintain an understanding of relevant legislation and policy frameworks.
- Organise own workload, allocate own resources, and complete tasks in a timely manner to meet established key performance indicators.
- Assist and support the resolution of straightforward or routine issues arising from the provision of Australian travel documents and issues arising from other operational areas.
- Contribute to the delivery of high quality outcomes for clients by providing a prompt, efficient and professional service.
- Communicate effectively (orally and in writing) with members of the public, relevant authorities (such as Australia Post) and other government agencies.
- Management of financial processing, including payment of invoices and management of travel documents refunds.
- General day-to-day administrative functions including, but not limited to, management of inbox, payment of invoices, liaison with various clients and stakeholders in relation to travel document refunds.
- Complete other administrative duties related to travel document processing as required.
- Meet deadlines, required work outputs and performance expectations in line with client's Performance Frameworks

**Core Key Capabilities**:

- Work collaboratively across the department to achieve as a team
- Negotiate, advocate, represent and influence with excellence
- Problem solve using judgement while managing risk
- Display personal resilience
- Maintain highest levels of integrity
- Value and promote diversity
- Self-management to achieve timelines

**Mandatory Requirements**:

- Applicants must hold Australian Citizenship.
- Baseline Clearance (Or ability to obtain one)