Job Details
  • Reference397792A_1661914755
  • LocationAdelaide CBD
  • Job TypeContract
  • Postedabout 1 month ago
  • ConsultantTeresa Zanatta

Chandler Macleod is an equal opportunity employer as part of our commitment to creating a diverse and inclusive workplace, Aboriginal and Torres Strait Islander people, people living with disability, and culturally and linguistic diverse candidates are always encouraged to apply.

***Mandatory: Australian Citizenship required to work within Federal Government and must to be able to obtain a Baseline Security clearance***

Chandler Macleod have multiple upcoming temporary assignments with our Federal Government client for APS3 Passport Contact Centre (Customer Service) Officer. This 12-month assignment, with possibility to extend and is conveniently located in the Adelaide CBD.


To provide information, advice, and support to customers in relation to Australian Travel Documents. Staff will be required to provide customer service over the phone on a wide range of enquiries relating to Australian Travel Documents.

Tasks include:

  • 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
  • Relevant experience in a contact centre, government department or a similar business environment is an advantage.
  • Candidates will require competency with Windows and Microsoft Office
  • Candidate testing of the following skills will be required:
    • Problem Solving
    • Navigation
    • Typing


Under general supervision and direction:

  • Respond to customer enquiries received through service delivery channels, predominantly via the phone channel and provide relevant, timely and accurate information to support customers to apply or renew their passport through traditional and digital channels
  • Respond to customer needs in a professional manner and achieve a high level of customer satisfaction through first contact resolution
  • Communicate effectively over the phone with members of the public, Australian Passport - Office Case Officers, relevant authorities (such as Australia Post) and other government agencies.
  • Communicate clearly in plain English, without using jargon and convey information succinctly and with empathy.
  • Undertake phone related processes to the required service standards and defined procedures using required business systems
  • Achieve individual Key Performance Indicators (KPIs) and work collaboratively in a team to achieve team goals.
  • Provide business insights from customers to continuously improve the services provided
  • Contribute to the delivery of a high-quality service by providing a courteous, efficient, prompt, and professional customer service to the public on travel document matters
  • Support the interpretation and analysis of relevant legislation, regulations, guidelines, and procedures relating to the issue of Australian travel documents, with guidance as required.
  • Attend appropriate training on passport legislation, policy and guidelines and develop and maintain an understanding of relevant legislation and policy frameworks.
  • Assist and support the resolution of straightforward or routine issues arising from the provision of Australian travel documents
  • Meet deadlines, required outcomes and performance expectations in line with APO Performance Frameworks
  • Work within a rostered environment to meet customer and service delivery expectations
  • Apply attention to detail, accuracy and provide high quality advice and support in line with APO Quality standards


The successful applicant is expected to have strong attention to detail, excellent customer service and communication skills, and ability to work in a scheduled environment.

Core Capabilities

  • Work collaboratively across the department to achieve as a team
  • Negotiate, advocate, represent and influence with excellence
  • Problem solve using judgement while managing risk
  • Display personal resilience
  • Maintain highest levels of integrity
  • Value and promote diversity
  • Self-management to achieve timelines
  • Effective use of business applications, tools and new technology to streamline internal processes and service delivery to the Australian public
  • Demonstrated understanding of the priorities of the Australian passport office
  • Demonstrated ability to perform customer service duties
  • Ability to interpret and apply relevant legislation, regulation, guidelines, policies and procedures across the spectrum of passport network issues and challenges
  • Demonstrated understanding of legislative and broader government policies relevant to the delivery of passport services

What's on Offer?

  • Position located in Adelaide CBD
  • APS3 $36.38/hr + super
  • Temporary contract for 12 months, (with possibility to extend)
  • Monday to Friday 38hrs per week

***Applications close by 12pm Thursday 15th of September 2022***

If you are interested in the role and you have the right experience for the position, please apply now following the link below. CM123W