Queensland Federal Government | Very strong likelihood of contract extension or permanency | Full-time Hours Your current company You'll be joining a well-established Federal Government organisation that provides essential services to the Australian community. Working within a professional and highly structured environment, you'll be part of a team focused on delivering accurate, efficient and high-quality services to customers.

Your new role Some of your key responsibilities:

Deliver courteous, prompt, and professional customer service when providing guidance to the public through various channels, including face-to-face, telephone or in writing, ensuring to use approved scripts or templates where applicable.

Use effective judgement and investigative skills to monitor and manage Australian Travel Document applications and passport workflows. Contribute to the management of workload and resource allocation priorities with a high degree of flexibility.

Undertake travel document processing, including decision-making and recommendations on the eligibility of applicants for an Australian travel document, by providing appropriate determinations that are informed by relevant legislation, regulations, policies, and guidelines.

Investigate, resolve, and review standards to moderate complex travel document eligibility and related issues. The definition of standard and moderately complex applications is set by the APO with changes made to that definition as needed from time to time. Propose solutions to senior officers when escalating matters.





Contribute to the provision of advice, assistance and guidance on travel document eligibility matters and the extent to which they comply with relevant legislation, regulations, policies, and guidelines and implement said policies and procedures.

Conduct spoils and destruction, personalisation support, and site custodian duties in line with delegations and agreed processes and procedures

What you'll need to succeed

Complaint and escalation resolution experience

Ability to support and handle vulnerable or distressed customers

Previous contact centre, customer service or leadership experience

Previous Queensland Public Sector experience is highly regarded

Ability to have resilience and work under pressure

Must be an Australian citizen

Must have the ability to obtain a baseline clearance or already have one

If shortlisted, you will be required to do a Skills Testing Module

What you'll get in return

Initial contract until 31st December with a strong likelihood of extension (most contractors stay for 2 years or convert to permanency)

Located in Brisbane CBD

No work-from-home available due to the nature of the contract

Hours from 8am to 4pm

Competitive hourly rate of $53.75 p/h Super

What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. Please click here to apply.

📌 Passport Case Officer (Brisbane)
🏢 Chelsea Pearse
📍 Brisbane