About the Department

The Department of Industry, Science and Resources and our broader portfolio are integral to the Australian Government’s economic agenda. Our purpose is to help the government build a better future for all Australians through enabling a productive, resilient and sustainable economy, enriched by science and technology. We do this by:

- Growing innovative & competitive businesses, industries and regions
- Investing in science and technology
- Strengthening the resources sector.

The APS and the department offer a clear direction and meaningful work. You will be able to create positive impact in people’s lives whilst contributing to improved outcomes for Australia and our people.

If you would like to feel a strong connection to your work and you are accountable, committed and open to change, join us in shaping Australia’s future.

Please see the APSC’s APS Employee Value Proposition for more information on the benefits and value of employment within the APS.

About the team

Questacon – The National Science and Technology Centre in Canberra is a division of the Department of Industry, Science and Resources. Questacon is known for creating fun and interactive experiences with science and technology.

The Questacon Shop provides an opportunity for our visitors and customers to take their experience home and keep on experimenting!

The prospect

The Retail Customer Service Officer works under general supervision to support the daily operation of the Questacon Shop and provide a high standard of customer service.

The position supports customers and school groups, processes online orders, maintains shop presentation and product availability, and assists with day-to-day retail operations. The role also provides procedural guidance and on-the-job support to APS2 Retail Assistants.

Our ideal candidate

- Have demonstrated experience in a fast-paced retail or customer service environment.
- Deliver friendly, knowledgeable and engaging customer service.
- Demonstrate strong communication, organisation and attention to detail.
- Be able to manage competing priorities and use sound judgement within established procedures.




- Work effectively as part of a team and be confident supporting and guiding other team members.

The key duties of the position include:

- Provide knowledgeable and engaging customer service, including responding to enquiries, providing product recommendations and processing transactions.
- Support school-group shopping sessions and liaise with teachers and the Visitor Experience team.
- Process, pick, pack and dispatch online orders and complete Click & Collect handovers.
- Support the merchandising and presentation of the shop, including product displays, signage and window displays.
- Maintain product availability on the shop floor and coordinate replenishment requirements with the Stock In team.
- Support daily shop operations, including opening and closing, point-of-sale and cash-reconciliation processes.
- Provide procedural guidance, induction support and on-the-job training to APS2 Retail Assistants.
- Participate in stocktake activities and support broader retail activities during busy periods.
- Follow relevant retail procedures, cash-handling controls, WHS requirements and safe work practices.

Eligibility

Prior to commencing the successful applicant will be required to:

- Undergo a ‘Working with Children’ Police Check;
- Obtain or hold a current registration issued under the Working with Vulnerable People (Background Checking) Act 2011.

To be eligible for employment in the APS and the department, candidates must be Australian Citizens.

Positions require a Baseline security clearance and successful candidates will be required to obtain and maintain a clearance at this level.

Notes

A merit pool may be established and used to fill future vacancies within 18 months from the date the vacancy was first advertised in the Gazette.





This position is a place-based role at the Questacon Centre. This is a full-time Monday to Friday position working 37.5 hours per week. You may be required to work evenings, weekends and public holidays based on operational requirements. Please reach out to the contact officer to discuss this further.

Getting to know the Department of Industry, Science and Resources (DISR)

The department’s Enterprise Agreement and policies provide for a versatile working environment to assist staff balance their work and home life. Staff and managers work together to balance the operating needs of the department with the needs of the individual. Options may include full time/part time working arrangements, working from home or other arrangements. Our employees say they recommend our department as a good place to work. Our workplace is one that encourages and supports all employees to have a sense of belonging and a culture that allows them to bring their authentic selves to work every day. Our reconciliation vision supports a workforce with opportunities and career pathways for Aboriginal and Torres Strait Islander peoples. The vision allows them to feel empowered and helps to ensure that the department and broader community can benefit from the knowledge and experience of Australia’s First Peoples. We encourage applications from people of all ages, abilities, nationalities and backgrounds including Aboriginal and/or Torres Strait Islander people, mature age, culturally and linguistically diverse people, people of the LGBTIQA+ community and people with disability. The department wants to give candidates the chance to demonstrate their full potential during a recruitment process. We encourage candidates who require any adjustments or support as part of the recruitment process to reach out and discuss them with the job’s contact officer. Candidates are also welcome to contact our Inclusion team at *********@industry.gov.au for a confidential discussion if you identify from any of these diverse backgrounds and would like to discuss how we can support you.

📌 Retail Customer Service Officer (Canberra)
🏢 Australian Department of Industry, Science and Resources
📍 Canberra