- Federal Government Opportunity
- CBD Location
- Collaborative Team

An exciting opportunity to join a high profile Federal Government environment

Your new company

A Federal Government agency based in Adelaide CBD is seeking to recruit APS4 Passport Case Officers.

This opportunity would suit candidates who thrive in a structured, fast-paced service delivery environment and are confident in assessing detailed information, interpreting policy and providing professional service to members of the public.

Your new role

As a Passport Case Officer, you will manage and assess travel document applications while ensuring decisions are made accurately and in accordance with relevant legislation, policies and procedures.

Your responsibilities will include:

- Assessing and processing passport and travel document applications
- Reviewing applicant information to determine eligibility
- Investigating and resolving routine and moderately complex cases
- Applying legislation, policies and guidelines when making decisions and recommendations
- Identifying risks, inconsistencies or issues requiring further investigation
- Providing professional customer service face-to-face, by phone and in writing
- Managing competing cases, priorities and deadlines within a high-volume environment
- Escalating more complex matters and providing clear recommendations to senior team members
- Maintaining confidentiality when handling sensitive personal information
- Working towards defined quality standards and performance targets
- Collaborating with internal stakeholders and contributing to team outcomes
- Supporting colleagues through knowledge sharing, guidance and coaching




- Responding flexibly to changing operational priorities and urgent requirements

What you'll need to succeed

To be successful in this role, you will demonstrate:

- Strong customer service skills with empathy and emotional intelligence
- Excellent attention to detail and analytical skills
- Sound judgement and problem-solving capability
- Ability to interpret and apply legislation, policies, procedures and guidelines
- Confidence assessing information and making well-reasoned decisions
- Ability to manage competing priorities in a high-volume setting
- Strong written and verbal communication skills
- A high level of discretion and confidentiality
- Confidence using technology, databases and business applications

Mandatory requirements

To be considered for this opportunity, you must:

- Be an Australian Citizen
- Hold a current National Police Check, or be willing to obtain one
- Be willing and able to obtain and maintain a Baseline Security Clearance
- Be available to work full-time hours in the Adelaide CBD
- Be comfortable working in a fully office-based environment

What you'll get in return

This is an excellent opportunity to build your Federal Government experience in a role that offers exposure to case management, investigation, assessment and customer service.

You will work in an Adelaide CBD location within a professional and cooperative environment, with ongoing support from Hays throughout your assignment.

What you need to do now

If you're interested in this role, click 'apply now' or forward an up-to-date copy of your CV to ************@hays.com.au or call Yvonne Scott now on 08 7221 4***.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

📌 Passport Case Officer (Adelaide)
🏢 Hays Recruitment
📍 Adelaide