Job Details
  • Reference382527A_1635373459
  • LocationCanberra
  • Job TypeContract
  • Postedabout 1 month ago
  • ConsultantLeanne Porter

As one of the Australia's largest providers of human resources solutions, Chandler Macleod has a proven track record of unleashing potential in people and companies. For over 40 years Chandler Macleod's recruitment business has connected leading-edge projects and employers with outstanding business professionals.

Our Federal Government client is seeking to engage an APS3 Passport Customer Service and Support Officer on a contract for 12 months.

About the Role:

The primary purpose of this role is to 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-to-face customer contact roles and back office production support.

Duties & Responsibilities:

Under general supervision and direction:

  • Management and distribution of high volume of mail and correspondence
  • High speed and accurate data entry, document preparation, scanning, personalisation, crop, document/photo exceptions re-work.
  • Assist in the travel document production workflow, i.e.: scanning/ cropping photos, ensure data quality prior to the issue of Australian travel documents.
  • Perform data verification of paper-based travel document applications to online forms (as required) in Canberra or State and Territory Offices
  • Prepare/sort evidence documents, attachments to travel document applications; prior to the issue of Australian travel documents, with guidance as required.
  • Perform customer service, notarial duties, personalisation support, custodian, and telephone enquiries.
  • Undertake Quality Assurance checks of travel documents in including application forms prior to and post print of travel documents (spoils and destructions)
  • Undertake processing tasks and operate travel document printer and laminate machines to produce Australian travel documents
  • Develop knowledge of the document legalisation process and relevant international legal conventions to be able to make informed decisions in relation to the issue of Authentications and Apostilles on Australian public documents.
  • Issuing Authentications, Apostilles and Certificate of No Impediment in line with the Department's guidelines and international legal requirements.
  • Responding to notarial enquiries from members of the public.
  • Perform straightforward or routine passport customer interviews, for Australian travel documents (as required) in Canberra or State and Territory Offices.
  • Deliver courteous, prompt, and professional customer service in providing guidance to the public on travel document matters and document legalisation processes.
  • Perform general office administrative duties, manage ongoing customer contact workload, and assist the Workflow Supervisor where required.
  • Undertake the duties of cashier including daily financial reconciliations.
  • 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.
  • Organise own workload, allocate own resources, and complete tasks in a timely manner to meet established key performance indicators.
  • Assist and support the resolution of straightforward or routine issues arising from the provision of Australian travel documents and issues arising from other operational areas.
  • Contribute to the delivery of high-quality outcomes for customers by providing a prompt, efficient and professional service.
  • Communicate effectively (orally and in writing) with members of the public, relevant authorities (such as Australia Post) and other government agencies.
  • Management of financial processing, including payment of invoices and management of travel documents refunds.
  • General day-to-day administrative functions including, but not limited to, management of inbox, payment of invoices, liaison with various customers and stakeholders in relation to travel document refunds.
  • Complete other administrative duties related to travel document processing as required.
  • Meet deadlines, required work outputs and performance expectations in line with APO Performance Frameworks
  • Apply attention to detail, accuracy and produce high quality work in line with APO Quality thresholds



  • 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

Mandatory Requirements:

  • The successful candidate will be required to have a Baseline security clearance.

If you feel you are a suitable candidate submit your application by hitting "Apply for this job". Alternatively, you can call Leanne Porter on 02 6268 9926 or email for further discussion.