Australian Security Intelligence Organisation – Melbourne VIC

The Australian Security Intelligence Organisation (ASIO) protects Australia and Australians from threats to their security. ASIO’s people are ordinary Australians but they do extraordinary things – they are our most important asset. To be successful, we need talented people who are highly capable, dedicated, adaptable and resilient.

We seek to reflect the community we protect. ASIO is committed to fostering a diverse and inclusive environment, where all staff are valued and respected. We welcome applications from all eligible candidates, irrespective of gender, sexual orientation, ethnicity, religious affiliation, age or disability. We are culturally and linguistically diverse, language skills enhance our collective ability to protect Australia. Aboriginal and Torres Strait Islander peoples are encouraged to apply. We are secretive about what we do, not what we value.

At a time when Australia’s security environment is dynamic, diverse and degrading, our work is more important than ever. Join the mission and make a difference every day.

The opportunity

The newly established TOP SECRET-Privileged Access (TS-PA) Vetting Authority will centralise Australia’s highest-level security clearance functions within ASIO over the coming years. Successful applicants will play an instrumental role in building this new capability, established to help protect Australia from the threat of espionage and foreign interference.

Customer Engagement Officers will be part of the new Vetting Customer Service Team and will contribute to the long-term success of this important function. You will be responsible for responding to communication via both telephone and in writing with a focus on building relationships with customers and providing a memorable customer service experience.

As part of this new team, you will have an opportunity to contribute to the processes and policies that will shape the way our customer services are delivered now and in to the future.

A merit pool may be created to fill future vacancies which have the same or similar requirements to this position. This merit pool will be valid for up to 18 months.

Responsibilities

As a Customer Engagement Officer at the AE4 level, you will:

- Interact with customers including security clearance subjects and holders, and sponsoring agencies to provide support, problem solve and elevate enquiries.
- Ensure clear and consistent tracking of customer interactions, recording details of enquiries, actions and outcomes.
- Develop and maintain relationships with key stakeholders to deliver quality customer service outcomes.

As a Customer Engagement Officer at the AE5 level, in addition to the above, you will:





- Mentor and provide training to junior staff and maintain a positive culture within the customer service team, aligned to ASIO’s values.
- Provide input to the process design and be instrumental in evolving and iterating the ways of working to meet the needs of the TS-PA Vetting Authority and customers in years to come.

As a Customer Engagement Officer at the AE6 level, in addition to the above, you will:

- Manage complex enquiries and priority customers, including escalations to various support areas to resolve client requests.
- Contribute to service level agreement and key performance indicator reporting that informs quality customer service objectives.

What you will bring

We are seeking candidates with the following capabilities:

- Excellent communication skills, with the ability to communicate confidently and present verbal and written messages clearly and concisely.
- High-level accuracy and attention to detail in the processing and recording of information.
- Ability to work individually and as part of a team in a complex, changing setting with a high workload.
- A supportive team member who contributes to the team's development.
- Ability to apply relevant policies and procedures to ensure work is completed in compliance with all requirements.
- Curiosity, empathy, resilience and a natural talent for solving customers’ queries.

You are not required to address each capability separately in your application. Consider providing examples that illustrate multiple capabilities at once.

Refer to ASIO’s Core Capability Framework to understand what is expected at each level for each capability.

What we offer you

ASIO provides a number of benefits to its staff including:

- A competitive salary, including a 7.5% allowance for maintaining a TOP SECRET-Privileged Access security clearance.
- Employer superannuation contributions of 15.4%.
- A variety of leave options in addition to the standard 4 weeks annual leave, including stand down between Christmas and New Year.
- Flexible working arrangements. Please note due to our unique working environment, work from home options are not available.
- Study assistance, including financial support and study leave for tertiary education.
- Access to 7 staff-led diversity and inclusion networks.
- Access to an Employee Assistance Program (EAP).

To be eligible to work at ASIO, you must be:

- assessed as suitable to hold and maintain a TOP SECRET-Privileged Access (TS-PA)



security clearance.

Reasonable adjustments

Please let us know if you require any additional assistance or reasonable adjustments during any stage of the recruitment process in order to fully participate in the recruitment process or the workplace. This may include reasonable adjustments to assessment methodologies to enable full participation.

Use of AI in recruitment processes

ASIO does not use any form of artificial intelligence at any point in the recruitment process.

All applications are reviewed by a selection panel. We recognise some applicants may use AI technologies to draft applications or prepare for interviews. If you wish to use AI, we recommend doing this only for initial drafts and ensure that your application is personalised and accurately reflects your skills, experience and qualifications.

Additionally, be aware of the privacy policies of any AI tool you use. Be mindful of the information you are entering into AI tools (personal details, work history, etc) and how using it may link you to potential ASIO employment, noting that you are expected to be discreet and maintain confidentiality with your application.

If you are invited to attend interview, the use of AI tools and recording devices during interview is strictly prohibited. Should AI tools or recording services be detected, your application, and any future applications may be discontinued.

The recruitment selection process

Our selection process is rigorous and extensive. All employment decisions and selection processes at ASIO are based on merit principles and candidates must be prepared to undergo various selection stages. The stages may include application assessment, eligibility checks, online testing, skills-based assessment and interview.

We ask all applicants for their patience throughout the process.

Employment conditions

Employment is under the Australian Security Intelligence Organisation Act 1979. Conditions of service are similar to those applying in the Australian Public Service. We recognise entitlements accrued under the Public Service Act 1999 and provide for continuation of superannuation under the Commonwealth schemes. Salary packaging arrangements are also available.

Australian Workplace Equality Index

ASIO has achieved the Australian Workplace Equality Index (AWEI) Gold Standard in 2024, 2025 and 2026, recognising ASIO’s inclusion work and positive culture. ASIO was the first Australian intelligence agency to achieve this status.

For more information about ASIO, please visit:

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📌 Customer Engagement Officer, Vetting Authority (Melbourne)
🏢 Australian Security Intelligence Organisation
📍 Melbourne