This position is no longer open for applicationsAPS 3 Passport Customer Service and Support Officer (BBBH242275) Docklands, Melbourne, AustraliaSalary: AUD44.69 - AUD44.69 per hour + Super
Assignment anticipated duration is up to 12 Months - Dec 30, 2025Location: MelbourneWorking Arrangements: Fully office-based roleHourly Rate: $44.69/Hour + Super (the rate includes casual loading)Work Hours: Regular business hoursOnboarding Time: 2-4 WeeksGreat opportunity for career progression and possible extensions/conversionEasy to fill timesheet and on-time weekly payment.About the RoleTo 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.
Job Overview (Position May Include Some or All of the Following) Perform customer service, concierge, notarial duties, personalization support, and telephone enquiries.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.Undertake Quality Assurance checks of travel documents including application forms prior to and post print of travel documents.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 make informed decisions regarding Authentications and Apostilles.Issue Authentications, Apostilles and Certificate of No Impediment in line with the Department's guidelines and international legal requirements.Respond to notarial enquiries from members of the public.Perform straightforward or routine passport customer interviews for Australian travel documents as required.Deliver courteous, prompt and professional customer service in providing guidance to the public on travel document matters and document legalisation processes.Undertake the duties of cashier including daily financial reconciliations.Support the interpretation and analysis of relevant legislation, regulations, guidelines, and procedures relating to the issuance of Australian travel documents.High speed and accurate data entry, document preparation, scanning, personalisation, image enhancement, document/photo exceptions re-work.Assist in the travel document production workflow when required, ensuring data quality prior to the issuance of Australian travel documents.Attend appropriate training on passport legislation, policy and guidelines, 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.General day-to-day administrative functions including management of inbox, payment of invoices, and liaison with customers and stakeholders regarding travel document refunds.Complete other administrative duties related to travel document processing as required.Apply attention to detail, accuracy, and produce high-quality work in line with APO Quality Framework.Manage and distribute high volumes of mail and correspondence.Please note: The role will involve customer interaction, including exposure to people who may be emotional, distressed, or have challenging personal circumstances. Officers will be trained across a variety of duties and expected to be flexible and adaptable to meet operational requirements. All roles will include some tasks that may be repetitive, or involve more physical aspects such as lifting, walking, or standing for prolonged periods of time. Sounds like you? Make sure to apply today!
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