Job title: APS 3 Passport Customer Service and Support Officer
Company: Hudson
Job description: This pay rate is inclusive of mandatory 25% casual loading
- Ideal Start date? ASAP
- Assignment anticipated duration is up to 12 Months – Dec 30, 2025
- Location: Melbourne
- Working Arrangements? Fully office-based role
- Hourly Rate: $44.69/Hour + Super (the rate includes casual loading)
- Work Hours: Regular business hours
- Onboarding Time: 2-4 Weeks
- Great opportunity for career progression and possible extensions/conversion
- Easy to fill timesheet and on-time weekly payment.
About the Role
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.Job Overview (Position May Include Some or All of the Following)
Under general supervision and direction:
- 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 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.
- 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.
- 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, i.e.: scanning/ cropping photos, ensure data quality prior to the issue of Australian travel documents.
- 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.
- 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.
- Apply attention to detail, accuracy and produce high quality work in line with APO Quality Framework.
- Management and distribution of high volume 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!
Expected salary: $44 per hour
Location: Melbourne, VIC
Job date: Tue, 17 Dec 2024 07:18:35 GMT
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