Aps3 Passport Customer Service and Support Officer

2 months ago

Adelaide Region SA, Australia Chandler Macleod Full time

**Mandatory: Australian Citizenship required to work within Federal Government and must to be able to obtain a Baseline Security clearance**

**Applications close by 10am Tuesday 28th of February 2023**

Chandler Macleod has multiple upcoming temporary assignments with our Federal Government client for
**APS3 Passport Customer Service and Support Officer. **This 12-month assignment, with possibility to extend and is conveniently located in the
**Adelaide CBD.**

**JOB PURPOSE**
To provide advice and support to clients in relation to the issuance of Australian Travel Documents. Staff may be required to rotate duties in both face-to-face client contact roles and back-office production support.

**Tasks include**:

- Provide excellent customer service.
- Perform straightforward or routine passport customer interviews.
- Issuing Authentications, Apostilles and Certificate of No Impediment.
- Relevant experience in a government department or a similar business environment is an advantage.
- Problem Solving
- Navigation
- Typing

**JOB OVERVIEW (POSITION MAY INCLUDE SOME OR ALL OF THE FOLLOWING)**

**Under general supervision and direction**:

- 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.
- Perform straightforward or routine passport client interviews, for Australian travel documents (as required) in Canberra or State and Territory Offices.
- 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 passport 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 APO Performance Frameworks

**Desirable Experience**:
The successful applicant is expected to have strong attention to detail, excellent customer service and communication skills.

**Core 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

**Technical Capabilities**
- Demonstrated understanding of the priorities of the Australian passport office
- Demonstrated ability to perform client service duties.
- Demonstrated understanding of legislative and broader government policies relevant to the delivery of passport services.

**What's on Offer?**
- Position

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