- Federal Government Organisation
- Up to 12-month contract
- Melbourne CBD

Causal Contract | Melbourne CBD | Temporary contract - up to 12 months

Your New Company

Join a large Federal Government organisation that delivers essential services to the Australian community. With a strong focus on customer service, operational excellence, and integrity, this organisation plays a vital role in supporting the public through the management and processing of important documentation and identity-related services. Working in a collaborative and fast-paced environment, you'll be part of a team committed to delivering accurate, timely, and customer-focused outcomes.

Your Current Role

As a Case Officer (APS4), you will play a key role in supporting customers and processing applications. You will manage a varied workload involving customer enquiries, case management, document assessment, and administrative processing while ensuring compliance with relevant legislation, policies, and procedures.

Key responsibilities include

- Providing professional customer service via phone, written correspondence, and face-to-face interactions
- Assessing and processing applications and supporting documentation.
- Investigating and resolving customer enquiries and moderately complex cases
- Applying legislation, policies, and procedures to support informed decision-making
- Managing case workflows and meeting performance targets
- Escalating complex matters and recommending appropriate solutions
- Supporting operational activities, records management, and document processing functions
- Working collaboratively within a team environment while adapting to changing priorities





Please note that this role involves regular interaction with customers who may be experiencing challenging or emotional circumstances.

What You'll Need to Succeed

- Australian Citizenship
- Ability to obtain or currently hold a Baseline Security Clearance, with candidates who already hold an active Baseline Clearance highly regarded.
- Strong customer service and communication skills
- Exceptional attention to detail and accuracy
- Experience assessing information and making sound decisions
- Strong problem-solving and investigative abilities
- Ability to manage competing priorities in a fast-paced environment
- Resilience and professionalism when handling sensitive or complex customer matters
- Proficiency in Microsoft Office and business systems
- Experience working within government, compliance, case management, customer service, or regulatory environments will be highly regarded

What You'll Get in Return

- Opportunity to work within a Federal Government environment
- Comprehensive training and ongoing development
- Supportive and collaborative team culture
- Valuable experience in a high-profile service delivery area
- Meaningful work supporting the Australian public
- Potential for contract extensions and career development opportunities

What You Need to Do Now

If you're interested in this opportunity, click 'Apply Now' or send an up-to-date copy of your CV along with your Statement of Claims to @hays.com.au.

If this role isn't quite the right fit, but you're considering a move within the public sector or broader government market, please get in touch for a confidential discussion about your career options.

📌 Case Officer (Melbourne)
🏢 Hays Recruitment
📍 Melbourne