Workforce Support Agent

1 week ago

Belconnen, ACT, Australia Australian Bureau of Statistics Full time $45,000 - $65,000 per year

The Australian Bureau of Statistics (ABS) is looking to recruit several Workforce Support Agents to support the 2026 Census temporary workforce.

These are casual (intermittent) APS 3 positions from 3 to 11 months duration, with variable working hours (shifts). Applicants must be able to attend a minimum of 3 shifts per week which may include days, evenings and weekends. Work hours may vary based on workload throughout your employment. The team is planning to onboard new staff in December 2025 through to April/May 2026.

About the team

The Census Workforce Support Team is responsible for responding to enquires from two phone lines; the Recruitment Support line and the Census Staff Support Line. These lines provide support for initial enquires around working in the Census field roles, all the way through to supporting Census staff to complete their work in the field. We work closely with our stakeholders to anticipate trends and be prepared to provide accurate first level of support to our callers.

About the role

As a Workforce Support Agent you will:

  • provide prompt service in answering enquiries via the telephony system
  • reference internal systems for accurate information
  • accurately record details of calls in ticketing systems
  • escalate issues in alignment with operating processes
  • adhere to processes and procedures, ensuring callers receive the most up to date information
  • build and maintain strong relationships with internal and external stakeholders
  • respond to candidate enquiries via phone and email in a professional and timely manner
  • deliver culturally safe recruitment support to candidates and hiring managers
  • provide general administrative support, including minute-taking and assistance to your supervisor
  • assist in the development and refinement of recruitment processes, procedures, and supporting materials
  • draft and maintain knowledge resources to guide recruitment activities
  • adhere to the APS Code of Conduct and ABS policies
  • perform other ad-hoc duties as required.

What we are looking for

Successful candidates will be able to demonstrate most, or all, of the following:

  • strong customer service and dispute resolution skills, with a focus on delivering positive outcomes
  • high attention to detail, ensuring accuracy and consistency in all tasks
  • clear, well-structured verbal and written communication skills
  • a proactive and flexible approach to achieving work outcomes and meeting deadlines
  • ability to be agile and adapt to changing priorities in a fast-paced, dynamic and operational environment, while demonstrating resilience under pressure
  • willingness to learn, adapt and contribute positively within a diverse and collaborative team environment
  • ability to engage respectfully and effectively with Aboriginal and Torres Strait Islander peoples and apply culturally appropriate communication to interaction
  • ability to build and sustain positive relationships with team members and actively participate in teamwork and group activities
  • capacity to develop and maintain relevant knowledge in relation to business operations.

How to apply

To apply you will need to:

  • upload your current resume
  • provide referee details
  • submit a statement of claims (maximum 300 words) responding to the following:

Explain how your experience and skills align with the requirements of the Workforce Support Agent role.

Applications close at 11:30 p.m. AEST on Sunday 28th September 2025.

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