THE OPPORTUNITY
The APO is seeking to fill multiple temporary employment opportunities to commence asap.
Successful applicants will have the chance to pursue a meaningful career path within the APO with the opportunity to progress to higher level temporary roles should officers show the required aptitude and service delivery attitude. The APO also intends to run meritbased permanent recruitment rounds in 2022 where temporary officers will have the opportunity to apply for permanent APS employment within our organisation.
Applications will remain active until 30 June 2023.
OUR IDEAL CANDIDATE
We are seeking people who are genuinely motivated to serve the Australian public, are energetic, enthusiastic and enjoy interacting with clients. We require individuals who have a positive can-do attitude and can work as part of a service delivery network. Whilst previous customer service experience would be beneficial, the APO will provide comprehensive training to all successful applicants.
ROLES AND KEY DUTIES
APS2 Passport Production Officer
Perform a range of clerical and administrative tasks in support of issuance of Australian travel documents. This includes tasks such as:
• high speed and accurate data entry, document preparation, scanning, personalisation, crop, document/photo exceptions re-work;
• perform data verification of paper-based passport applications to online forms; • provide various administrative support in relation to and prior to the issue of Australian travel documents, with guidance as required.
Classification APS Level 2, APS Level 3, APS Level 4, APS Level 5 & APS Level 6
Position Title 2022-23 DFAT Australian Passport Office – Temporary Employment Register
Group Chief Operating Officers Group
Division Australian Passport Office
Branch/Section Various
Employment Type Non-ongoing; Full-time/Part-time
Salary APS Level 2 – $56,540 - 61,059
APS Level 3 – $64,073 – 69,836
APS Level 4 – $71,798 – 76,542
APS Level 5 - $80,675 – 86,207
APS Level 6 – $87,290 – 98,150
Location Various: Adelaide, Brisbane, Canberra, Darwin, Hobart, Melbourne, Perth, Sydney
APS3 Contact Centre Officer
Provide customer service over the phone on a wide range of enquiries relating to Australian travel documents. This includes tasks such as:
• respond to customer enquiries received through service delivery channels, predominantly via phone to provide accurate information to customers; • achieve a high level of customer satisfaction through first contact resolution.
• excellent customer service and communication skills and an ability to work in a scheduled environment.
APS3 Passport Customer Service and Support Officer
Provide advice and support to customers in relation to the issuance of Australian travel documents. Staff may be required to rotate duties in both face-toface customer contact roles and back-office production support. This includes tasks such as: • perform straightforward or routine passport customer interviews; • prepare/sort evidence documents, attachments to travel document applications; • undertake Quality Assurance checks of travel documents including application forms prior to and post print of travel documents (spoils and destructions); • issuing Authentications, Apostilles and Certificate of No Impediment.
APS4 Passport Case Officer
Provide assistance and guidance in the production and personalisation of travel documents. This includes tasks such as:
• travel document processing including decision-making and recommendations on the eligibility of applicants for Australian travel documents; • identify, investigate and resolve moderately-complex to complex travel document eligibility and related issues;
• effective communication, both orally and written is essential as officers will communicate with colleagues, members of the public, government agencies and other external organisations regularly.
APS6 Team Leader
Lead teams of passport production, contact centre and customer service support officers (APS5) or teams of passport case officers (APS6). This includes tasks such as: • manage a team of people to achieve outcomes;
• set priorities and manage workflow;
• interpretation of policy and legislation in the application of practices and procedures (APS6).
APS 4 Customer Recovery and Support Officer
Provide support, advice and resolution of customer recovery matters for our customers and the effective management of workload received through customer recovery channels. This includes tasks such as:
• Triage and assessment of a high volume of enquiries and requests related to customer recovery functions through various channels, including group inboxes and the APO feedback portal
• Applying legislation, policy and standard operating procedures to customer recovery cases and applying first contact resolution, including the processing of ordinary applications
• Management of moderately complex customer recovery matters, including investigation, case management and resolution
• Responding to a variety of customer enquiries and matters via the APO feedback portal, Smartraveller and the group inboxes
APS 5 Customer Recovery Officer
Undertake the case management and end-to-end resolution of customer recovery cases, including complex cases, received through customer recovery channels. This includes tasks such as:
• Applying legislation, policy and standard operating procedures to customer recovery cases and applying first contact resolution, including the processing of ordinary an complex applications
• Engaging with customers and preparing correspondence to resolve customer recovery cases raised through the Foreign Minister’s Office and submitted through the Parliamentary Document Management System (PDMS)
• Management of escalated and complex customer recovery matters, including investigation, case management and resolution, and may include complaints or matters received from the Commonwealth Ombudsman, the Australian Human Rights Commission and the Office of the Australian Information Commissioner (OAIC) • Responding to a variety of customer enquiries and matters via the APO feedback portal, Smartraveller and the group inboxes
APS 5 Complex Case Officer
Manage complex applications and provide guidance and support to customers in the assessment and production of Australian travel documents. This includes tasks such as: • applying legislation, policy and standard operating procedures to complex applications • supporting customers who may be dealing with difficult or confronting circumstances • drafting a range of written documentation, including customer correspondence (emails, letters) and recommendations for delegates, and
• managing a high volume of enquiries and requests for information via phone and email.
WHAT WE DO
The Australian Passport Office (APO) is the largest division within the Department of Foreign Affairs and Trade (DFAT) and is committed to providing a secure, efficient, and responsive passport service for Australia, with locations in every Australian capital city. We also provide document legalisation services for the Australian public, issuing Authentications, Apostilles and Certificates of No Impediment.
The APO manages a contact centre to assist customers with their passport queries and has customer service counters in each of our State and Territory Offices to accept urgent, compelling and compassionate passport applications.
We have a range of processing roles to ensure passport application data and photographs are entered into our systems accurately prior to assessment and printing.
Our officers undertake Quality Assurance functions prior to the printing of travel documents. They also operate travel document printer and laminate machines to produce Australian travel documents.
Our passport case officers assess applications and make decisions and recommendations on the eligibility of applicants in line with the Australian Passports Act 2005, related laws and the Convention on International Civil Aviation.
WHAT WE OFFER
• A diverse and inclusive workplace and attractive remuneration package including generous employer superannuation contributions.
• Exciting and fulfilling work at the heart of government.
• The opportunity to work with strong, smart, visionary and experienced leaders who encourage and support you to develop your interests and expertise and achieve your ambitions.
• The department supports flexible working arrangements, including part-time work and job sharing.
HOW TO APPLY
Submit an application via the DFAT website at https://www.dfat.gov.au/careers. Your application will need to provide:
• your personal details;
• a maximum 4-page CV (upload);
• location preference;
• an indication of which role/s you seek to apply for:
o APS2 Passport Production Officer
o APS3 Contact Centre Officer
o APS3 Passport Customer Service and Support Officer
o APS4 Passport Case Officer
o APS6 Team Leader
o APS4 Customer Recovery and Support Officer
o APS5 Customer Support Officer
o APS5 Complex Case Officer
• a 300-word pitch telling us how your skills, experience and qualifications makes you the best candidate for this opportunity; and
• details of referees.
Information on the required skills and capabilities for a role at this level can be found on the Australian Public Service Commission website
ELIGIBILITY REQUIREMENTS
Candidates must be Australian citizens.
To be eligible for engagement, successful candidates will also be required to complete a comprehensive pre-employment screen (including a police records check).
