There are currently no vacancies. We’re creating a merit pool to be used within the next 18 months to fill future vacancies as they arise.

We strongly recommend you read the full job pack before continuing to the application form. The job pack provides important information about the recruitment process.

Service delivery – work that rewards

Customer service means a lot to Services Australia (the agency). When you work with us, you’ll support the Australian community when they need government services. You’ll help make it simple to access these services so people can get on with their lives.

We’re looking to fill a range of entry level service delivery roles at the APS3 level. Service delivery roles are rewarding and challenging. Every day is different and every customer you encounter will be different. You need to be empathetic, resilient, flexible and be willing to move between different customer service channels and tasks as workload demands change.

These entry level positions involve working in a rostered and/or scheduled workplace and may involve shiftwork.

Dependent on operational requirements you may:

- preference rostered days of work between 7am and 7pm Monday – Friday
- work a set roster and undertake scheduled activities.

You’ll work under the support and general direction of senior staff to make decisions within defined legislative, policy and procedural parameters.

The key duties of the position include:

- Provide customer service support at the initial point of contact, including identifying and prioritising customers who may be vulnerable, in distress or have accessibility needs, and escalating issues where appropriate.
- Resolve routine customer enquiries and support first contact resolution, including directing customers to the appropriate service channels and escalating matters to the leadership team where required.
- Assess customer needs and support the delivery of payments and services, including facilitating payments to customers and payments made by customers.
- Encourage, promote and support customers to use self-managed and digital services.
- Provide accurate information and advice to customers on legislation, policy, procedures, payments and services administered by the agency.
- Undertake quality assurance and assessment activities to support the accurate delivery of payments and services.
- Provide on-the-job support to colleagues and work collaboratively within a team environment.
- Review and check information across agency data sources to support correct payment outcomes.

Eligibility





Some positions may require the following:

- A security clearance (or ability to obtain and maintain). The level of security clearance may differ depending on the potential role.
- A working with Children or Vulnerable Persons Check in the relevant state (or ability to obtain and maintain).
- A current driver's license or ability to travel between workplaces.

In accordance with section 22(6) of the Public Service Act 1999, Services Australia requires applicants to be Australian citizens to be eligible for employment with Services Australia.

An applicant’s suitability for employment with the agency will be assessed through a pre-employment screening process. This process includes but is not limited to a national police history check, referee checks, code of conduct check and an employment history integrity check.

You must be willing and eligible to undergo and maintain an Australian Government security clearance to the appropriate level, if applicable to the position.

You should be aware that our employees may be required to undergo ongoing suitability assessments as part of their employment with the agency.

Should you be found suitable for a role you will be required to provide proof of citizenship and if you have recently received a redundancy benefit, evidence that you have served your exclusion period. You may also be required to provide evidence of your APS employment.

The information you provide on your application, may be used as required by the agency for checks relating to your employment with us.

Notes

For detailed information about this role, please view the Job Pack which can be downloaded from our website - the Apply Now link will take you there.

The agency's workforce operates using an agile approach, and all staff should be prepared to redeploy to critical frontline functions as required. Should you need to redeploy as part of the agency’s surge workforce, all learning and development and technical/pastoral support will be provided to you to enable you to undertake that work.

This recruitment round will be used to create a nationally available merit pool, however the below locations have been identified priority locations:





Australian Capital City

Canberra.

New South Wales

Albury, Ballina, Batemans Bay, Bega, Bourke, Bowral, Broken Hill, Casino, Coffs Harbour, Cooma, Cowra, Deniliquin, Glen Innes, Grafton, Griffith, Gunnedah, Inverell, Leeton, Lismore, Lithgow, Moree, Mudgee, Muswellbrook, Murwillumbah, Narooma, Narrabri, Nelsons Bay, Newcastle, Orange, Parkes, Port Macquarie, Singleton, Sydney, Tumut, Tuncurry, Tweed Heads, Ulladulla, Wagga Wagga, Walgett and Wollongong.

Northern Territory

Alice Springs, Darwin, Katherine and Nhulunbuy.

Queensland

Atherton, Ayr, Bowen, Brisbane, Cairns, Charleville, Dalby, Gladstone, Goondiwindi, Ingham, Mareeba, Maryborough, Mossman, Mount Isa, Noosa, Normanton, Rockhampton, Townsville/ Aitkenvale, Yarrabah and Yeppoon.

South Australia

Adelaide, Berri, Ceduna, Coober Pedy, Kadina, Mount Gambier, Murray Bridge, Port Augusta, Victor Harbor and Whyalla.

Tasmania

Hobart, Launceston, Sorell.

Victoria

Ararat, Ballarat, Bairnsdale, Bendigo, Colac, Echuca, Geelong, Hamilton, Horsham, Maryborough, Melbourne, Mildura, Morwell, Portland, Sale, Seymour, Swan Hill, Traralgon, Warrnambool and Wonthaggi.

Western Australia

Albany, Broome, Bunbury, Busselton, Carnarvon, Derby, Esperance, Geraldton, Halls Creek, Kalgoorlie, Karratha, Kununurra, Laverton, Newman, Northam, Perth and South Hedland.

Getting to know the Services Australia

We are one of Australia’s largest public sector employers. We are located in every capital city and over 400 local, regional, and remote locations across Australia. Job opportunities in Services Australia can be right where you are or might be right where you want to be. We are looking for people who want to work with us to deliver a simple, helpful, respectful, and transparent experience for our customers. We offer diverse employment opportunities so you can plan to take your career anywhere you want to. We celebrate people with different cultural backgrounds and disabilities. We are also a leading employer of First Nations Australians and a Platinum tier LGBTQIA+ inclusive employer. When you work with us, you will be doing something that matters and be respected for the unique views and skills that you bring. What our people say about working with us: 'It’s rare you find a job that provides such a direct link to the community’ 'You can work for the same agency for your whole career but have the opportunity to work in many different roles' 'Highly supportive team and flexible working conditions where you can be at your best'

📌 Service Officer (Australian Capital Territory)
🏢 Services Australia
📍 Australian Capital Territory