We have a vacant position on the Helpdesk at the APS6 level in the HR Client Strategy & Enablement Team within Ministerial and Parliamentary Services. Helpdesk team members will be required to provide pay and conditions advice and support to approximately 2300 federal parliamentarians and MOP(S) Act staff throughout their employment cycle.

As the APS Level 6 Team Leader on the helpdesk you are required to undertake tasks of high complexity and work with limited direction. You are expected to be able to work under pressure and according to tight timeframes, and to lead a small team distributing and monitoring workloads, answering complex queries and communicating with influence on a range of issues in relation to the MOP(S) Act employment framework.

Your duties will include:

- Leading a team to deliver high quality services for current and former Parliamentarians and Members of Parliament (Staff) Act 1984 (Commonwealth) employees on a range of services in relation to pay and conditions.
- Interpret and provide accurate, consistent and timely advice, both verbally and in writing. Tailoring advice according to the audience, including translating a complex employment framework into easy-to-understand information.
- Triaging, monitoring and distributing the workload of your team.
- Onboarding of junior team members, including training the team in relation to the employment framework and building capability across the team.
- Updating guidance material and checklists, ensuring that team processes are well‑documented and that the team are adhering to process.
- Other duties as directed to ensure the outcomes of the Service Delivery Team are met, including working flexibly and the ability to multi‑task and prioritise under pressure. Additional information can be provided on request from the contact officer.

We have a vacant position on the Helpdesk at the APS6 level in the HR Client Strategy & Enablement Team within Ministerial and Parliamentary Services. Helpdesk team members will be required to provide pay and conditions advice and support to approximately 2300 federal parliamentarians and MOP(S) Act staff throughout their employment cycle.

As the APS Level 6 Team Leader on the helpdesk you are required to undertake tasks of high complexity and work with limited direction. You are expected to be able to work under pressure and according to tight timeframes, and to lead a small team distributing and monitoring workloads, answering complex queries and communicating with influence on a range of issues in relation to the MOP(S) Act employment framework.

Your duties will include:

- Leading a team to deliver high quality services for current and former Parliamentarians and Members of Parliament (Staff) Act 1984 (Commonwealth) employees on a range of services in relation to pay and conditions.
- Interpret and provide accurate, consistent and timely advice,



both verbally and in writing. Tailoring advice according to the audience, including translating a complex employment framework into easy-to-understand information.
- Triaging, monitoring and distributing the workload of your team.
- Onboarding of junior team members, including training the team in relation to the employment framework and building capability across the team.
- Updating guidance material and checklists, ensuring that team processes are well‑documented and that the team are adhering to process.
- Other duties as directed to ensure the outcomes of the Service Delivery Team are met, including working flexibly and the ability to multi‑task and prioritise under pressure. Additional information can be provided on request from the contact officer.

The key duties of the position include:

In addition to the broader capabilities outlined in the Finance People Capability Framework, Finance is seeking candidates who possess the following job specific skills and attributes aligned to our core capabilities:

Lead

- Work as part of service delivery team in accordance with documented processes and procedures.
- Lead a helpdesk team in accordance with documented processes and procedures.
- Monitor the team’s workload to ensure outcomes are met, including allocating work based on priority and team members’ capability development.
- Commit to the continual improvement of HR Service Delivery, including refining processes and procedures and improving team efficiency.

Collaborate

- Ensure quality outcomes and service delivery excellence.
- Establish and maintain effective partnerships with key stakeholders to lead and deliver high quality business outcomes.
- High level communication and interpersonal skills with the ability to relate to staff and VIP clients, at all levels.
- Guide, influence and motivate team members.

Achieve

- Coordinate the helpdesk team in their support of the payroll function, ensuring clients are paid accurately and on time, including everything from on‑boarding to off‑boarding an employee under the MOP(S) Act.
- High level organisational and time management skills with the flexibility to direct a team to manage concurrent tasks with conflicting deadlines.
- Show initiative by anticipating needs and understanding the broader context of the operating environment, planning ahead to ensure the team can meet service delivery standards during peak periods.
- Develop team capability, enabling helpdesk members to provide clients with accurate,



consistent and timely advice.
- Work closely with supervisors to escalation sensitive matters and seeks broader consultation where required.

Think

- Undertake complex tasks and provide timely, accurate advice on resolution of complex pay and employment conditions.
- Ability to review and analyse data and systems to make sound evidence-based decisions and to solve complex problems for VIP clients.

Learn

- Prioritise continuous learning in a busy service delivery environment, including identifying learning opportunities or capability gaps within the team and implementing strategies to address any gaps.
- Drive continuous improvement, including drafting, reviewing and implementing SOPs and procedures, and identifying current processes and technologies to streamline efficiency.
- Provide constructive feedback to helpdesk team members, recognise high performance, and foster an environment of self‑development and improvement.

Know

- Have excellent written and verbal communication skills to communicate with influence and provide advice to parliamentarians, MOP(S) Act employees and external stakeholders on pay and conditions matters under the MOP(S) Act framework.
- Adherence to relevant policies, procedures and frameworks.
- Familiarity with Commonwealth payroll entitlements (e.g. CSC super, Commonwealth LSL, Government Enterprise Agreements, Comcare etc.) or helpdesk experience is desirable.

Eligibility

- Position Eligibility Requirements Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the Australian Public Service (APS).
- All applicants external to DVA offered employment will be required to successfully undergo a pre‑engagement screening check, even if they have a security clearance. The screening check is conducted in accordance with the Australian Government Protective Security Policy Framework requirements.
- The successful candidate will be required obtain and maintain a Baseline Vetting (AGSVA) security clearance.

Getting to know the Department of Finance

As a central agency of the Australian Government, the Department of Finance (Finance) plays an important role in assisting government across a wide range of policy areas to ensure its outcomes are met.Finance supports the government's ongoing priorities through the Budget process and fosters leading practice through the public sector resource management, governance and accountability frameworks. Finance plays a leading role in advising the government on many of its strategic priorities. We do this through our skilled and considered approach to providing advice, developing policy, delivering services and engaging with our clients and stakeholders.Finance's key areas of focus are:- Budget- Business Enabling Services- Commercial- Governance and Resource Management

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📌 Senior Client Service Representative (Canberra)
🏢 Department of Finance
📍 Canberra