Fair Work Adviser

Ongoing APS Level 3 Opportunity
- Position available in Brisbane & Melbourne

We are currently seeking Fair Work Advisers in our Melbourne & Brisbane offices at the Office of the Fair Work Ombudsman (OFWO). Part-time and full-time hours available. You will be required to work in one of the advertised office locations during initial training and may also work from home when not operationally required to attend the office.

**About Us**

Our role is to promote harmonious, productive, cooperative, and compliant workplace relations in Australia. We do this by providing education, assistance, advice and guidance to employers and employees. In 2023-24, we recovered more than $473 million in unpaid wages and entitlements for nearly 160,000 employees.

**What We Offer**

Great training and ongoing support
- We provide in depth and extensive training that is highly sought after within OFWO and in the private sector.
- Each Adviser will have a coach who will work closely with them to develop their skills.

Healthy work-life balance
- Various flexible working options, such as working from home
- 4 weeks annual leave, plus an additional close-down between Christmas and New Year
- 18 days of paid personal leave a year

Other great benefits
- A competitive salary, with annual wage increases built into our Enterprise Agreement, plus 15.4% superannuation
- Salary packaging options
- Access to a free counselling service for you and your family
- 96% of our Customer Service staff in 2024 were satisfied with their non-monetary employment conditions (e.g. leave, flexible work arrangements, other benefits)._

**The Team**

The Fair Work Infoline plays a critical role within the agency by answering enquiries from the public regarding workplace issues. We provide tailored advice and information to both employers and employees. We empower our customers by:

- Promoting and helping customers navigate our online self-help resources
- Offering tailored assistance to those most in need of our services
- Providing guidance on the best way to resolve workplace issues

**The Role**

Working as a Fair Work Adviser you will be on the phone in a fast-paced contact centre environment advising and assisting the Australian public every day. You will be helping a diverse range of employees and employers to understand workplace rights, entitlements, and responsibilities. What is most important to succeed in this role is a desire to help people, good communication skills and willingness to learn.

**The Career**

Through our comprehensive training and coaching program, you will gain skills in researching and interpreting legislation and be able to advance your communications skills. This will enable you to progress your career, not only within the Fair Work Infoline as a Coach or Team Leader, but across the OFWO. For example, past Advisers have become Fair Work Inspectors, Communications officers, or joined the Data teams.
- “This is the first job where I not only feel secure, but that investment is from both sides. It feels like OFWO wants us to do well in this role and continue to invest in its employees”. Fair Work Adviser, 10 months experience._

**We Value Diversity**

You can expect to work in a supportive work environment where we value diversity and provide an inclusive workplace culture. OFWO has been accredited as a Breastfeeding Friendly Workplace since 2011. We are also members of the Australian Network on Disability and Pride in Diversity.
- Aboriginal and Torres Strait Islander peoples
- people with disability
- members of the LGBTQIA+ community
- people from culturally and linguistically diverse backgrounds
- mature age people.

**Eligibility**
- To be eligible for employment with the OFWO you must be an Australian citizen.

**Typical Duties**

The duties of this role include:

- Identifying customer needs and tailoring advice to each customer to enable them to resolve workplace issues.
- Analysing and interpreting complex information under the Fair Work Act 2009, including Modern Awards and Enterprise Agreements.
- Confidently guiding customers through difficult situations, including referring to relevant online resources.
- Identifying appropriate pathways for customers requiring additional assistance in resolving workplace issues.
- Simultaneously navigating multiple systems to review and analyse information and record customer data.
- Receive and engage in advice and coaching from Senior Customer Service Advisers, Coaches or Team Leaders in the handling of customer enquiries or regarding role specific skills.
- Operating within a contact centre environment to achieve individual and team performance expectations.

**What We Are Looking For**

To be successful in this role you will need to meet the following skills and attributes:

- Strong communication skills to translate complex information into simple terms and articulate to customers in a confident manner.
- Demonstrated ability to learn new and complex information such as l