Customer Management Officer

APS Level 6
- Canberra, ACT
- $101,833 - $111,979

**About the Department of Employment and Workplace Relations**
We are committed to empowering futures, ensuring rights and enriching lives. We support people to have safe, secure and well-paid work with the skills for a sustainable future as we ourselves strive to be a model employer.

We provide the framework for fair and productive relationships between employers and employees. We also oversee skills development and training initiatives to support those entering the workforce or re-training to take advantage of emerging employment opportunities.

With us, your work directly contributes to shaping the employment landscape. Whether you are engaging in policy development, program implementation, or direct support services, your efforts will have a tangible impact on job seekers, employees and the economy by giving them a framework to build a future anchored and realised through employment.

It is our ambition to do things differently, to create the ‘department of great jobs’- where our people reflect our purpose.

**The Role**
The TSD Customer and Financial Modelling section supports the Technology and Services Division (TSD) in achieving its role as a supplier of corporate services to its customers. The Customer Management team is responsible for managing Memoranda of Understanding and Letters of Agreement with TSD’s customer agencies, and the department’s Catalogue of corporate/ICT services. The team has a strong stakeholder management/service delivery focus and is the central point of contact for agencies to escalate corporate services issues, as well as performing a range of communication functions.

**Duties and Responsibilities**
The responsibilities of the Customer Management Officer may include:

- Liaising with customer agencies in support of the services they receive from the Technology and Services Division (TSD) under a Memorandum of Understanding (MoU) or Letter of Agreement (LoA)
- Supporting the maintenance of the Department’s Corporate Services Catalogue to ensure it continues to accurately reflect the services that may be offered to customer agencies
- Supporting the management of customer agency MoUs and LoAs, including onboarding new customers and requests for new services for existing customers
- Investigating more complex issues escalated by customer agencies through various channels by liaising with internal service teams to achieve outcomes
- Providing advice and support to internal service teams and customer agencies in relation to the Department’s Corporate Services Catalogue
- Overseeing secretariat functions for regular customer agency meetings

**How to Apply**
Applicants are required to provide a summary (no more than 500 words) that outlines skills, knowledge, and experience and why you should be considered for this vacancy. You should take into consideration the position overview (including any detailed position specific requirements) when drafting your response. Where possible include specific relevant examples of your work.

The APS work level standards accommodate the diversity of roles across the APS and are structured to clearly differentiate between the work expected (i.e. responsibilities and duties) at each classification level.

In the eRecruit (the department’s online recruitment system) you will also need to:

- upload a Curriculum Vitae
- provide contact details for 2 Referees.

**Eligibility**

**Don’t meet all the role requirements?**

**Citizenship** - to be eligible for employment with the Department, you must be an Australian Citizen or, in limited circumstances, in the process of obtaining it.