Dispute Resolution & Support Services Branch | APS 4 | Adelaide, Brisbane, Canberra, Hobart, Melbourne, Perth, Sydney

Closing date: 30/08/2026 11:45 PM

Eligibility

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

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

About the Position

This advertisment covers two APS4 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).

Duties

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 good 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 setting, modelling and promoting ethical behaviour and practices consistent with the APS Code of Conduct and Values.

How to Apply

The Position Description (PD) is attached at the bottom of this advertisement which will provide you with further information.

Your application must consist of the following two requirements:

- A statement of claim of no more than 800 words, providing 1 or 2 detailed examples that demonstrate your skills and/or experience relevant to the advertised role using 'Ideal Candidate' section' as a basis.
- A resume detailing your employment history relevant to this position and details of at least two recent referees.

While the selection criteria listed in the 'Our ideal candidate' section apply to both roles included in this position description (PD), we encourage you to tailor your statement of claims to the role that most interests you. The panel will consider your application for both roles advertised within this PD, unless you indicate that, if found suitable, you do not wish to be placed in a particular role.

Submit your application via the Commission's online e-recruitment system by Sunday 30 August at 11:45 pm (AEST).

If you have questions regarding this role, please contact Sarah Martin on or +61 8 8193 5534 or send an email to the Recruitment Team

Additional Information

Information about the Commission can be found at

Commission staff have access to hybrid working arrangements where they can work a combination of in the office and from home.

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.

applies to this vacancy. Applicants are encouraged to request reasonable adjustments as required to assist your participation in this recruitment process.

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