Aps 3 Passport Customer Service and Support Officer

2 weeks ago

Greater Adelaide SA, Australia Hudson Australia Full time

**We are looking for an APS3 Passport Customer Service Officer to work with one of our key Federal Government clients in Adelaide.**
- Ideal Start date: ASAP
- Assignment anticipated duration is up to 12 Months - Dec 30 2025
- Location: Adelaide
- Working Arrangements: Fully office based role
- Hourly Rate: $44.69/Hour + Super (the rate includes casual loading)
- Work Hours: Regular business hours
- Onboarding Time: 2-4 Weeks
- Great opportunity for career progression and possible extensions/conversion

**Key Responsibilities**:

- Perform customer service, concierge, notarial duties, personalisation support, and telephone enquiries.
- Contribute to the delivery of high-quality outcomes for customers 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.
- 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 customer interviews, for Australian travel documents (as required) in Canberra or State and Territory Offices.
- Deliver courteous, prompt and professional customer service in providing guidance to the public on travel document matters and document legalisation processes.
- 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.
- High speed and accurate data entry, document preparation, scanning, personalisation, image enhancement, document/photo exceptions re-work.
- Assist in the travel document production workflow when required, i.e.: scanning/ cropping photos, ensure data quality prior to the issue of Australian travel documents.
- General day-to-day administrative functions including, management of inbox, payment of invoices, liaison with various customers and stakeholders in relation to travel document refunds.
- Management and distribution of high volume of mail and correspondence
- Experience in administration, case management or assessment
- Previous experience in government space would be highly beneficial
- Excellent communication skills - written and verbal
- Great attention to detail and excellent data entry skills
- Existing Baseline Clearance or willigness to obtain one

**Please note: the role will involve customer interaction, including exposure to people who may be emotional, distressed, or have challenging personal circumstances. Officers will be trained across a variety of duties and expected to be flexible and adaptable to meet operational requirements. All roles will include some tasks that may be repetitive, or involve more physical aspects such as lifting, walking, or standing for prolonged periods of time.**

This pay rate is inclusive of mandatory 25% casual loading

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