Gaz - Aps3 - Act - Customer Service Officer

**Contact**:hiringManagerName **Phone**: 0452 548 984
**Period of Vacancy**:Ongoing
**Number of Vacancies**: Several

**Who can apply**:
Please note this opportunity is available to current Australian Public Service employees and all eligible members of the community.

**About the Department of Home Affairs**:
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The Department of Home Affairs is responsible for centrally coordinated strategy and policy leadership in relation to domestic national security arrangements, law enforcement, emergency management, counter-terrorism, social cohesion, the protection of our sovereignty, the integrity of our border and the resilience of our national infrastructure.

The Australian Border Force, an operationally independent body within the Department of Home Affairs, is Australia's frontline border law enforcement agency and Australia's customs service. The Australian Border Force's mission is to protect Australia's border and facilitate the legitimate movement of people and goods across it.

**Overview of the Branch and Section**:
The Cyber and Infrastructure Security Centre (CISC) was established on 1 September 2021 to drive an all hazards regime of critical infrastructure protection enabled by a stronger focus on cyber security. The CISC delivers a best practice, industry-focused, active and engaged regulatory and partnership function that works with industry to ensure Australia's critical infrastructure protection.

AusCheck is part of the Department's Cyber and Infrastructure Security Centre.

AusCheck’s services support the Centre’s mission to create a safer Australia by protecting critical infrastructure from malicious-insider threats such as cyber-attacks, terrorism and organised crime. Through the AusCheck Issuing Authority, AusCheck also manages aviation and maritime security identification cards (ASIC and MSIC) for government agencies. Learn more about AusCheck.

The Background Checking Services Section (BCSS) contributes to the objectives of the Branch through;
- Providing client liaison and support to Issuing Bodies, Registered Entities and applicants
- Ensuring consistent compliance with AusCheck’s Service Level Standards via quality assurance monitoring and reporting
- Engagement with key partners on operational matters relating to background checking
- Monitoring and reporting on non-compliance in the AusCheck database
- Managing the AAT Appeals inputs in close coordination with the Legal Division.

**About the role**:
APS3 Customer Service Officer is accountable under limited direction to perform and provide customer service and administrative work within an integrated workforce. They are accountable to understand and comply with relevant legislative frameworks, government decision-making and AusCheck’s mission and policies requirements.

An APS3 Customer Service Officer will work within established priorities and procedures, while exercising some autonomy about how their work is performed. They may undertake specialist, procedural, clerical, administrative support or operational tasks including some basic research and analysis activities to support their work unit. The work may have an element of complexity.

**Specific duties/responsibilities**:
The duties of an APS3 Customer Service Officer in AusCheck include the following:

- Deliver high quality customer service to achieve business outcomes
- Respond to enquiries by making effective use of relevant business systems and processes
- Demonstrate commitment to on-the-job training and participation in activities to build and maintain customer service skills, systems knowledge and product understanding
- Understand products and services delivered by the service centre
- Work collaboratively and actively participate in team work and group activities
- Take the initiative to interpret and comply with legislative, policy and regulatory frameworks
- Solve customer service problems where solutions generally can be found in documented precedents or procedures
- Resolve customer enquiries, provide information and options, and/or escalate to Tier 2 and 3 resolution officers as needed.

**Role requirements/qualifications**:
The role will be best performed by a person with:

- Ability to be amiable and have clear communication style
- Willingness/ ability to learn quickly
- Possess attention to details
- Be professional, patient and proactive
- Customer service experience is desirable but not mandatory.

**Applicant response**:
Please prepare a one-page Applicant Response in relation to the advertised role, outlining:

- How your skills, knowledge and experience will be relevant to this role
- Why you are interested in the role and what you can offer us
- Any specific examples or