Australian Fair Work Ombudsman – Melbourne VIC
We are currently seeking Fair Work Infoline Advisers (Adviser) in our Melbourne, Sydney and Perth offices at the Office of the Fair Work Ombudsman (OFWO). Part-time and Full-time hours available.
You will be required to work in one of the advertised office locations during initial training and may also work from home when not operationally required to attend the office.
All positions are expected to commence in November ****. We anticipate the recruitment assessment stages, including interviews, will take place throughout September and October. Please ensure you have access to your email during this time and check your junk mail accounts regularly.
About the OFWO
The Office of the Fair Work Ombudsman (OFWO) is an independent statutory office established by the Fair Work Act **** (Fair Work Act). Our functions outline the responsibilities we have as set by the Fair Work Act and other legislation to achieve our purpose:
provide education, assistance, advice and guidance to employers, employees, outworkers, outworker entities and organisations
promote and monitor compliance with workplace laws
inquire into and investigate breaches of the Fair Work Act
take appropriate enforcement action
perform our statutory functions efficiently, effectively, economically and ethically.
What our employees say about us
We are one of the most engaged and high performing agencies in Australia; consistently scoring above average on employee engagement and wellbeing when surveyed against other APS agencies.
What we offer you
We provide a diverse, inclusive and supportive work environment with access to:
Great training and development opportunities
Generous leave and flexible working arrangements
Our Employee Assistance Program (EAP), a free counselling service for you and your family
Rewards and recognition initiatives.
We Value Diversity
OFWO has been accredited as a Breastfeeding Friendly Workplace since ****. We are also members of the Australian Network on Disability and Pride in Diversity. We encourage and welcome applications from First Nations people, people with disability, LGBTQIA+ people,



people from culturally and linguistically diverse backgrounds and mature age people.
To be eligible for employment with the OFWO you must be an Australian citizen.
The successful candidate must hold a current Australian Government Security Clearance (AGSVA) or be willing to undergo and obtain a Baseline security clearance.
A range of other conditions may be required depending on the role you are applying for.
About the Team
The Fair Work Infoline plays a critical role within the agency by answering enquiries from the public regarding workplace issues. We provide tailored advice and information to both employers and employees. We empower our customers by:
promoting and helping customers navigate our online self-help resources
offering tailored assistance to those most in need of our services
providing guidance on the best way to resolve workplace issues.
About the Role
As an Adviser, you'll be part of a busy customer service team helping employees and employers understand workplace rights and obligations. Working primarily over the phone in an inbound call centre, you'll provide clear, practical advice, help customers navigate workplace issues, and guide them towards the right information and support.
This is a rapid-paced role where you'll speak with a wide range of people every day. Success comes from strong communication skills, a genuine desire to help others, sound judgement, and the ability to quickly learn and apply complex workplace information.
Typical Duties
The duties of this role include, however, are not limited to:
providing high-quality customer service to employees and employers via phone
listening carefully to customer concerns and providing tailored advice based on their individual circumstances
researching, analysing and interpreting workplace laws,



awards and enterprise agreements to determine the correct information for customers
explaining complex workplace rights and obligations in a clear, practical and easy-to-understand way
supporting customers to resolve workplace issues by identifying appropriate information, resources and next steps
navigating multiple systems simultaneously to access information, document interactions and maintain accurate records
handling challenging or sensitive conversations professionally, calmly and respectfully
working collaboratively with team leaders, coaches and experienced advisers to continually build knowledge and improve performance
meeting individual and team performance expectations in a busy contact centre environment.
What we are looking for
To be successful in this role we're looking for people who can:
explain complex information in a clear, simple way and communicate confidently with customers over the phone
quickly learn new information, including policies, procedures and legislation, and apply it in customer interactions
listen to customers, understand their needs and use sound judgement to find the best solution or next step
independently research and use information from multiple systems and resources to provide accurate advice and support
show empathy and patience when dealing with customers in a range of situations, while remaining professional and resilient.
RecruitAbility Scheme applies to this vacancy
Under the RecruitAbility scheme you will be progressed to further assessment if you declare you have a disability (according to definition below), opt into the scheme, and meet the minimum requirements for the position. The RecruitAbility scheme disability definition is 'a limitation, restriction or impairment, which has lasted, or is likely to last, for at least 6 months and restricts everyday activities'. This also includes episodic conditions. For more information visit: .
Applications close 11:00pm (AEST) Friday 28 August ****
More Information
Working with us and tips on applying, visit fairwork.gov.au/about-us/careers
FWO's purpose and functions, visit fairwork.gov.au/about-us/our-role-and-purpose
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📌 Fair Work Infoline Adviser (Melbourne)
🏢 Australian Fair Work Ombudsman
📍 Melbourne