- Several temporary casual positions: June to October 2026
- Location: Melbourne (Docklands)
The Australian Bureau of Statistics (ABS) is looking to fill Census Contact Centre Escalation Agent (APS3) casual positions within the Census Escalation Team. This team will be operational from 6 July to 16 October 2026, supporting the delivery of the 2026 Census of Population and Housing.
The Census is run every five years and is one of the largest and most significant collections that count the number of people and dwellings in Australia. The next Census will be held in August 2026.
About the role
Key responsibilities include:
- communicating with external customers, including Members of Parliament, responding to customer enquiries, resolving escalated enquiries and assisting vulnerable community members to complete the Census
- liaising with internal stakeholders to resolve escalated customer enquiries
- learning to navigate and operate Census technical systems including Genesys Cloud, the Census Agent Tool and the Knowledge Base
- improving internal Knowledge Base scripts and resources for future Census events
- enhancing your customer service and interpersonal skills by managing escalated enquiries and complaints.
What we are looking for
- customer focus and a demonstrated ability to provide effective and responsive service to customers
- conflict resolution experience and the ability to de-escalate sensitive issues and situations
- demonstrated experience in a customer service or call centre environment
- experience working with technology platforms and the ability to troubleshoot minor issues
- accurate data entry skills, active listening skills and attention to detail
- strong written and verbal communication skills to effectively engage with customers, team members and other ABS staff
How to apply
You will need to upload your current resume, include referee details, and submit a statement (maximum 300 words) responding to the following:
- Tell us why you want to work in the Census Contact Centre and what skills you bring that will see you thrive in this role._
Applications close at 11:30 pm (AEDT) on Sunday, 22 March 2026.
ABS Recruitment Guide
📌 Census Contact Centre Escalation Agent (Docklands)
🏢 Australian Bureau Of Statistics
📍 Docklands
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