Defence Information Access Specialist

2 days ago


Queanbeyan, New South Wales, Australia Australian Government Department of Defence Full time

About Our Team

The Defence Customer Service Network (CSN) is a part of the Australian Government Department of Defence. The CSN comprises call centre, email and face-to-face customer services, archives, travel, publishing and library functions.

As a Defence Information Access Specialist, you will work closely with internal and external stakeholders to deliver services to ADF members, ex-members, families and representatives seeking information from Defence. You will provide information, education and case management for those with complex needs around accessing information.

You will work independently with reasonable autonomy and be accountable for achieving your deliverables. You will exercise both initiative and judgement in the interpretation of policy and the application of practices and procedures.

This role requires you to have a high level of emotional intelligence and be able to adapt in a positive and flexible manner. You should enjoy making things happen without being daunted by the unknown and see challenges as learning opportunities.

Your Key Responsibilities

  • Customer and stakeholder engagement
  • Management of information requests
  • Support for complex information requests
  • Couching team members, identifying training needs and providing quality assurance
  • Collating, analysing and producing reports
  • Interpreting legislative frameworks, government decision making and policy documents
  • Identifying issues and contributing to the resolution of problems.

Our Ideal Candidate

  • Genuine interest in providing the customer with a positive and professional streamlined experience
  • Achieving outcomes through effective negotiation skills
  • Excellent communication skills, both written and verbal
  • Confidence to engage with stakeholders at all levels, including those with complex needs
  • Resilience, personal drive and a focus on enabling others in support of Defence capability
  • Willingsness to learn and be challenged
  • Ability to adapt to change in a positive and flexible manner.

What We Offer

  • An estimated annual salary of $80,000 - $110,000
  • Negotiated flexible work arrangements
  • Ongoing training and development
  • 20 annual leave days per year
  • 15 personal/carers' leave days per year
  • An additional leave day per calendar year
  • Christmas stand-down (paid break during the Christmas and New-Year period in addition to regular leave)
  • Parental and reservist leave
  • Wellbeing and diversity networks
  • Access to the Defence Employee Assistance Program.


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