Ae5 - Ae6 Customer Engagement Officers - Vetting Authority

**The Organisation**

The Australian Security Intelligence Organisation (ASIO) protects Australia and Australians from threats to their security. In a complex, challenging and changing security environment, our success is built on the imagination and intelligence of our team. ASIO's people are ordinary Australians but they do extraordinary things - they are our most important asset. To be successful in our mission, we need talented people who are highly capable, dedicated, adaptable and resilient.

**The opportunity**

The newly established TOP SECRET-Privileged Access (TS-PA) Vetting Authority will centralise Australia's highest-level security clearance functions within ASIO over the coming years. Successful applicants will play an instrumental role in building this new capability, established to help protect Australia from the threat of espionage and foreign interference.

AE5 and AE6 Customer Engagement Officers will be part of the new Vetting Customer Service Team and will contribute to the long-term success of this important function. Successful applicants will have the opportunity to influence the process design and the team's ways of working.

A merit pool may be created to fill future vacancies. The merit pool will be valid for up to 18 months.

**Role responsibilities**

Customer Engagement Officers:

- Are responsible for clear and consistent tracking of customer interactions, recording details of enquiries, reactions, and resolution outcomes.
- Develop and maintain relationships with key stakeholders in delivering quality customer service outcomes.
- Mentor and provide training to other customer service staff and maintain a positive culture within the Customer Service Team, aligned to ASIO's values.
- Provide input to the process design and be instrumental in evolving and iterating the ways of working to meet the needs of the TS-PA Vetting Authority and customers in years to come.

An AE6 level will additionally be responsible for:

- Managing complex enquiries and priority customers, including escalations to various support areas to resolve client requests.
- Contributing to Service Level Agreements (SLA) and Key Performance Indicator (KPI) reporting that informs quality customer service objectives.

**What you will bring**
- Excellent communication skills, communicates confidently and presents verbal and written messages clearly and concisely.
- High-level accuracy and attention to detail in the processing and recording of information.
- Ability to work individually and as part of a team in a complex, changing environment with a high workload.
- A supportive team member who contributes to the team's development.
- Curiosity, empathy, resilience and a natural talent for solving customers queries.

**What we offer you**

ASIO provides a number of benefits to its staff including:

- A competitive salary, including a 7.5% allowance for maintaining a TOP SECRET-Privileged Access security clearance.
- Employer superannuation contributions of 15.4%.
- A variety of leave options, in addition to the standard 4 weeks annual leave to ensure your work-life balance.
- Flexible working arrangements to assist you to maintain your work-life balance (please note: due to our unique working environment, work from home options are generally not available).
- Study assistance, including financial support and study leave for tertiary education.
- Access to 7 staff-led diversity and inclusion networks.
- Mentoring opportunities.
- Access to an Employee Assistance Program (EAP).

**Eligibility**

To be eligible for the role, you must be:

- An Australian citizen.
- Assessed as suitable to hold and maintain a TOP SECRET-Privileged Access security clearance.

**Reasonable adjustments**

**Location**

We advertise positions nationally to reach the broadest audience. Please refer to the above before applying.

**How to apply**
- A written pitch of up to 500 words using examples to demonstrate how your skills and experience meet the requirements for the position.
- A current CV, no more than 2 pages in length, outlining your employment history, the dates and a brief description of your role, as well as any academic qualifications or relevant training you may have undertaken.
- Details of 2 referees, which must include a current or previous manager - ideally within the last two years.

You will need to demonstrate what you bring to the position in relation to the criteria below:

- Strategic Thinking
- Achieves Results
- Productive Working Relationships
- Personal Drive & Integrity
- Demonstrated Skills & Experience.

Consider ASIO's People Capability Framework and Core Capability Guide, and the position description and classification level you are applying.

**Closing date and time**

**Monday 28 April 2025, 5:00pm AEST.**

**The Recruitment Selection Process - what to expect**

**Employment conditions**

**Australian Workplace Equality Index (AWEI)**

In 2024, ASIO achieved the AWEI Gold Standard, recognising ASIO's inclu