Aps 4 - Client Service Officer

**Position Overview**
This role operates within a small registry team. All staff are expected to be flexible and adaptable to a variety of tasks that arise in response to work demands, staff leave and other operational reasons. The Registry provides service to all court clients both locally (face to face) and/or nationally (as part of a dispersed national team) as well as providing high level docket and/or case management support to Judges, Registrars and their staff.

Staff working in Location Based Support will provide a pivotal role delivering local services directly to the judiciary and face-to-face clients attending court locations. Staff in Location Based Support are in a specific registry location to provide support at a local level. Staff within this stream report to a Location Based Team leader, Manager Court Operations or Director Court Operations, depending on the location’s size and structure.

The successful applicant will be required to work in Location Based Support across any of the streams of work managed by the respective teams. There is an expectation that regular role rotation and cross skilling will take place to ensure all staff maintain a broad range of skills.

**Key Responsibilities and Duties**
The responsibilities of the position are to:

- provide information and advice relating to court services, procedures, processes, and forms as well as external options to clients to assist them to resolve their enquiries and issues.
- progress cases by providing administrative services in accordance with court processes, including document lodgement, enquiries management, Registrar support and receiving and reconciling court fees and charges.
- assist in the management of complex cases through the case management system.
- identify issues and contribute to the resolution of problems.
- schedule and prioritise matters for hearing and other interventions to achieve the earliest possible resolution.
- liaise with a range of internal and external stakeholders including Judge’s chambers, Registrars and their support staff, managers, legal practitioners, community organisations and other service providers to assist the resolution of cases.
- coach employees, identify training needs and provide quality assurance.
- collate, analyse, and produce reports as required, and
- assist Registrars as required.

**Selection Criteria**
- A demonstrated record of success in the provision of service to clients involving working directly with the general public and including a demonstrated understanding of and commitment to providing client focused services.
- Demonstrated working knowledge or clearly demonstrated capability to quickly acquire a sound working knowledge of court procedures, guidelines, policies and practice, including the computerised information systems used by the courts.
- Demonstrated effective organisational skills with the ability to work under pressure, achieve objectives and manage competing priorities.
- A demonstrated ability to work well in a team, to act with integrity, use initiative and work unsupervised as required.
- Demonstrated capacity to communicate effectively both orally and in writing with strong interpersonal skills, including a proven ability to manage stressful and/or conflict situations in a professional manner, on a continual basis.

**Eligibility**
- Australian citizenship - the successful applicant must hold Australian citizenship;
- Security and character clearance - the successful applicant must satisfy a Police Records Check, and may also be required to complete security clearances during the course of their employment;

**Diversity and Inclusion**

**RecruitAbility**

**Contact Officer