This advertisement covers two roles within the Dispute Resolution & Support Services Branch (Branch), which is the Fair Work Commission’s (the Commission) face of frontline service delivery.

Client Services Representatives

work in the Client Services Team in the Dispute Resolution & Support Services Branch (Branch), which is the Fair Work Commission’s (the Commission) face of frontline service delivery. The primary role of the Client Services Team is to provide frontline services to clients of the Commission.

Client Service Representatives are on the phones every day providing information on all services the Commission offers to the Australian public through the Commission’s Helpline. The role also involves processing Commission applications. Client Services Representatives may also assist with issues relating to building and facilities management, finance, human resources, Work Health & Safety (WHS) and our Information Technology (IT) teams.

Case Managers

work in the Dispute Resolution & Support Services Branch (Branch), which is the Fair Work Commission’s (the Commission) face of frontline service delivery. Case Managers are responsible for the early triage and management of individual rights-based disputes, including unfair dismissal, general protections dismissal, anti-bullying, sexual harassment, and right to disconnect applications.

They perform effective and efficient case management services, including early intervention, to assist clients to prepare for dispute resolution processes before a Commission Member or staff Conciliator. Case Managers leverage their technical expertise to support clients to self-resolve their disputes where appropriate, including by identifying other applicable dispute resolution pathways.

Engaging with members of the public over the phone is a large part of the role. Case Managers may also assist with issues relating to building and facilities management, finance, human resources, work health & safety (WHS) and Information Technology (IT).

The key duties of the position include:

Duties performed by Client Services Representatives

- Interact with clients to provide high-quality service via phone, in writing and in person.
- Identify client needs in the pre-lodgement phase and tailor information to confidently guide each client to the appropriate pathway, including referring to relevant online resources.




- Work individually and with team members to staff call queues and process high volume applications, to achieve performance expectations and deliver KPIs.

Duties performed by Case Managers

- Manage and triage applications in accordance with established procedures to identify appropriate case pathways and ensure that clients receive complete, timely and accurate information regarding their case.
- Communicate complex legislative requirements and procedural information with confidence and empathy, managing client expectations and connecting them with relevant support services and resources that can assist them to resolve disputes.
- Proactively manage a high-volume caseload to achieve performance expectations and deliver KPIs by using the Commission's case management system to:
- serve applications, file and respond to client correspondence,
- support the scheduling of proceedings, and
- complete data entry with a high level of attention to detail to maintain accurate and compliant records.

- Conduct a mixture of inbound and outbound telephone work and staff the team's general call queue in collaboration with other case managers.

Duties performed by both Client Services Representatives and Case Managers

- Use the Commission's case management systems with a high level of attention to detail to maintain accurate and compliant records.
- Contribute to strategic solutions, problem solving and issues management for internal and external stakeholders in relation to client service delivery.
- Contribute to strategic solutions to optimise internal processes, and problem solve issues for internal and external stakeholders to achieve effective outcomes in Commission cases.
- Maintain a valuable working knowledge of the Fair Work Act 2009.
- Work collaboratively and flexibly in support of Branch objectives, including by performing other duties as directed.
- Uphold and promote an inclusive, healthy, and safe working environment, modelling and promoting ethical behaviour and practices consistent with the APS Code of Conduct and Values.

Eligibility

Citizenship:



The Fair Work Commission requires Australian citizenship as a condition of engagement.

National Police Check:To be eligible for employment with the Commission, the successful applicant must undergo and satisfy a National Police Check.

How to apply: Applications must be lodged online through the Commission’s web-based e-Recruitment system and include a statement of claim (maximum 800 words) addressing the ‘Ideal Candidate’ criteria, using one or two detailed examples to demonstrate your relevant skills and experience, together with a resume outlining your relevant employment history and the contact details of at least two recent referees.

Notes

This recruitment process is being used to fill both ongoing and non-ongoing positions.

A merit pool of suitable applicants may be created from this process and will be active for 18 months from the date of this advertisement. We may choose to use this merit pool to fill further ongoing and non-ongoing vacancies.

Non-ongoing vacancies may be filled for maximum period of 2 years.

The Fair Work Commission has a broad range of functions relating to the workplace and seeks to discharge these functions in a way that best meets the needs of our community with a focus on access to justice. As an employer, the Commission values diverse views and backgrounds, including

First Nations Australians, mature age workers, people from culturally and linguistically diverse backgrounds, carers, LGBTQIA+, people with disability and people who are neurodiverse. Our aim is to create a workforce that reflects the community in which we live. We also welcome conversations about working flexibly.

Getting to know the Fair Work Commission

The Fair Work Commission (Commission) is the national workplace relations tribunal. It is an independent body with power to carry out a range of functions relating to:

- The safety net of minimum wages and employment conditions
- Enterprise bargaining
- Industrial action
- Dispute resolution
- Anti-bullying
- Termination of employment
- Registered Organisations.

The Commission is a statutory authority with offices in each State and Territory. The majority of staff are based in Melbourne, Sydney and Brisbane. Commission staff are employed under the provisions of the Public Service Act 1999, which means they must uphold the APS Values and abide by the APS Code of Conduct. Employment conditions are set out in the Fair Work Commission Enterprise Agreement 2024-2027.

📌 Client Services Representative / Case Manager (Perth)
🏢 Australian Fair Work Commission
📍 Perth