Aps 3 - Customer Support Officer

4 days ago

Queanbeyan, Australia Australian Government Full time

$69,898 - $77,016 + up to 15.4% Superannuation
- Queanbeyan - NSW

**The Role**
Are you detail-obsessed, security-minded and passionate about protecting personal privacy?

Our Records Officers play a vital role in ensuring that the sensitive personal information of our ADF members remains confidential, secure, and compliant with legislation.

In this role, your work will directly support public transparency while safeguarding privacy - ensuring that administrative access requests for personal information are thoroughly and responsibly reviewed. This is more than redaction - it’s about upholding public trust and personal privacy.

This is precision work with a purpose, and it matters

What you will do:

- Scrutinise documents to identify third party, sensitive or classified content.
- Use specialised tools and software to maintain document integrity and audit trails.
- Work to ensure your work aligns with the Privacy Act and national security guidelines.
- Ensure transparency whilst upholding the highest standards of confidentiality and ethics.

Every document you touch balances two vital goals: transparency and protection. Your precision helps ADF members, their families and representatives access vital information without compromising the privacy of individuals.

Records Officers are supported with a modern adult learning principled approach to ongoing training, coaching and performance development. This ensures Records Officers’ skills and knowledge are expanded to enhance and maintain the delivery of quality and consistent customer service excellence.

**About our Team**

You will be working with your team to enhance the customer experience. You will be agile in your thinking, proactively engage with your peer network and stakeholders, while actively identifying opportunities to implement improvements to service delivery, meeting current needs whilst looking to the future.

To be successful in the role, you will have:

- A passion for customer service delivery.
- High attention to detail with strong analytical and organisational skills.
- Ability to manage repetitive tasks with a high level of accuracy.
- Understanding of privacy legislation and public access (e.g. Privacy Act).
- High integrity, sound judgement and a strong sense of responsibility.
- Be comfortable working in an environment where you are required to meet Key Performance Indicators and metrics.

In turn, we will:

- Provide a competitive salary that increases over time as part of the Defence Enterprise Collective Agreement and performance progression processes.
- Support your future by contributing 15.4% Superannuation, well above the national mandate of 11%.
- Provide flexible working policies including: work hours, work days, with a standard full time working week of 37.5 hours.
- Offer a diverse range of funded development opportunities that will help you grow professionally.
- Provide generous leave opportunities including annual leave, sick and carers leave, one additional day per year as part of the Defence Enterprise Collective Agreement and access to additional leave over the end of year reduced activity period (also referred to as Christmas stand down).
- Access to a number of Health, Wellbeing, Diversity and Inclusion networks.

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