This is a 12-month initial labour hire contract, paying $54.88 per hour + super, and is ideally suited to candidates with experience in client service, case support, government administration or sensitive service delivery environments who are confident supporting individuals and families through complex and often emotional circumstances.
This would be a particularly meaningful opportunity for veterans, former Australian Defence Force members, or candidates with a strong interest in Australia’s military and veteran community who are looking to apply their skills within a role that contributes to important services for veterans and their families.
You will act as a key point of contact for clients and external stakeholders, providing accurate information, guidance and administrative support while helping progress sensitive and time-critical matters. The role requires a high level of compassion, sensitivity, emotional intelligence and sound judgement, particularly when managing challenging or confronting interactions.
Alongside direct client support, you will interpret and apply relevant policies and procedures, coordinate with a diverse range of stakeholders and service providers, manage correspondence and enquiries, maintain accurate records and assist with broader administrative, finance and supplier processes.
Key Responsibilities
- Provide sensitive and professional advice and support to clients via telephone, online and written channels.
- Manage sensitive or complex client enquiries using a compassionate and trauma-informed approach.
- Assess client and stakeholder needs and provide accurate information and guidance.
- Interpret and apply relevant Australian Government policies, procedures and operational requirements.
- Liaise with external service providers and stakeholders to coordinate timely outcomes.
- Establish and maintain productive stakeholder relationships.
- Prepare correspondence and respond to general enquiries and concerns.
- Support administrative and finance processes, including invoices, work orders and compliance activities.
- Maintain accurate client records, documentation and information across relevant systems.
- Assist with tracking and progressing outstanding administrative matters.
- Contribute to continuous improvement initiatives and broader team activities.
- Must be an Australian Citizen to be eligible.
- The successful candidate will be required to obtain and maintain a Baseline Security Clearance - Existing Baseline security clearance would be preferred.
- Must meet Australian Government security and suitability requirements, including pre-engagement screening.
- Previous Federal or State Government experience would be highly regarded.
- Veterans, former ADF members and candidates with a genuine interest in Australia’s military and veteran community are strongly encouraged to apply.
- Previous experience in client service, case support, administration or a similarly sensitive service delivery environment would be highly regarded.
- Demonstrated ability to communicate with empathy and professionalism, particularly when supporting clients experiencing difficult or sensitive circumstances.
- Strong emotional intelligence, resilience and ability to manage challenging conversations.
- Strong written and verbal communication skills.
- Ability to interpret and apply policies, procedures and operational requirements.
- High attention to detail with strong administrative and record-keeping skills.
- Sound judgement and problem-solving ability.
- Ability to manage competing priorities within a time-sensitive operational environment.
- Strong stakeholder engagement and relationship management skills.
- Ability to work both independently and collaboratively within a team.
- $54.88 per hour + super
- 12-month initial labour hire contract
- Canberra, ACT location
- Full-time office-based position – no working from home
- Australian Citizenship is mandatory
- Successful candidate must be willing and eligible to obtain and maintain a Baseline Security Clearance
- Pre-engagement screening requirements apply
Please note: only shortlisted candidates will be contacted.
