APS 4 - Client Service Officer

Job Description

On-going/non-ongoing, full time Purpose of position The Court and Tribunal Services Team is a pivotal part of the Court’s operational structure with broad responsibility across both general federal and family jurisdictions for enquiries management, filed document management, Deputy Registrar Support in Family Law and providing services directly to the judiciary.Senior Client Service Officers and Client Service Officers (CSOs) can work across both general federal and family law enquiries, including all related practice areas in general federal law. The Courts and the Tribunal have a wide jurisdiction and Senior CSOs and CSOs must be flexible in their approach to work and be willing to learn and adapt to new procedures. Senior CSOs and CSOs may also fulfil a training, coaching and mentoring role and are responsible for monitoring and assisting staff on a daily basis with enquiries of a more complex nature.Key Responsibilities and Duties The responsibilities of the position are to: provide information and advice relating to court services, procedures, processes and forms as well as external options to clients to assist them to resolve their enquiries and issues; progress cases by providing administrative services in accordance with court processes, including document lodgement, enquiries management, Registrar support and receiving and reconciling court fees and charges; assist in the management of complex cases through the case management system; work independently within defined rules to apply legislation, guidelines and court processes; identify issues and contribute to the resolution of problems; schedule and prioritise matters for hearing and other interventions to achieve the earliest possible resolution; liaise with a range of internal and external stakeholders including Judge’s chambers, Registrars and their support staff, managers, legal practitioners, community organisations and other service providers to assist the resolution of cases; coach employees, identify training needs and provide quality assurance; collate, analyse and produce reports as required, and assist Registrars as required. Selection Criteria A demonstrated record of success in the provision of service to clients involving working directly with the general public and a demonstrated understanding of and commitment to providing client focused services in a high-volume environment. A demonstrated high level of organisational, analytical and problem-solving skills, the ability to use initiative and work independently and the ability to prioritise work to meet deadlines. A demonstrated ability to work well in a team, foster a positive team environment and demonstrated experience coaching and training colleagues (or related experience). A demonstrated capacity to communicate effectively both orally and in writing with people from a wide range of backgrounds, including clients, other staff members, the judiciary and senior management. This will include a proven ability to manage stressful and/or conflict situations in a professional manner, on a continual basis. A demonstrated ability to contribute to and support change in the workplace including a strong ability to identify opportunities for process improvement and quickly acquire a sound working knowledge of court procedures, guidelines and policies. Eligibility Employment with the Court is subject to the conditions prescribed in the Public Service Act 1999, and the following: Australian citizenship – the successful applicant must hold Australian citizenship; Security and character clearance – the successful applicant must satisfy a Police Records Check, and may also be required to complete security clearances during the course of their employment; Successful applicants engaged into the APS will be subject to a probation period. Interested candidates who have received a redundancy benefit from an APS agency are welcome to apply, but note that they cannot be engaged until their redundancy benefit period has expired. Diversity and Inclusion Federal Court Australia is committed to supporting an inclusive and diverse workforce and welcomes and encourages applications from People with Disability, First Nations peoples, LGBTIQA+ people, people from Culturally and Linguistically Diverse backgrounds, Mature age workers, as well as young workers and supporting an inter-generational workforce and supporting gender equity and families.Federal Court Australia will provide reasonable adjustments for candidates to participate equitably in the recruitment process and discuss workplace adjustments to fulfil the inherent requirements of the role. RecruitAbility RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job. For more information visit: Contact Officer For more information, please contact Sue Cohen, Manager Court Services via telephone 0475 983 195 or email How to apply To apply, please complete the application form on the Court’s careers portal. If you have any issues with applying please email To be considered you will need to upload a document detailing how your experience and skills relate to the selection criteria (maximum word limit 1500). Position Description WORD Opens in new window Position Description PDF Opens in new window Start your application by clicking the "begin" button. #J-18808-Ljbffr