Client Service and Administration Officer X 2

Proposed Start Date: September/October Extension Options: 12 month contract +12 month extension

Clearance Level Required: NV1

Location: Barton, ACT

Pay Rate: APS5

DFAT requires a Client Service and Administration Officer to provide high-quality client service and administrative support as part of the broader corporate services function. The role supports DFAT’s mission by managing enquiries, processing applications, maintaining accurate records and contributing to efficient operational processes. Working as part of a collaborative team, the position contributes to efficient client service outcomes and supports continuous improvement across the section. Duties include, but are not limited to:

· Act as a primary point of contact for clients via phone, email and in-person to respond to enquiries and de-escalate concerns.

· Provide timely and accurate advice to clients in accordance with relevant policies, procedures and service standards.

· Receive, review and process applications in a timely manner, ensuring information is complete and accurate.

· Maintain accurate client records and update relevant internal systems.

· Liaise with internal and external stakeholders to commence, monitor, progress and finalise administrative processes.

· Support processes involving external service providers and other government agencies.

· Process sensitive external checks in accordance with relevant requirements and procedures.

· Prepare clear and accurate written documentation for delegate consideration and approval.

· Contribute to the development and maintenance of Standard Operating Procedures for the business area.

· Assist Team Leaders with projects related to policy, service delivery or operational processes.

· Provide broader assistance across the section (as required).

· Undertake other duties as directed by the leadership team.

General attributes

· Strong organisational, problem-solving and time management skills.

· Ability to work to tight deadlines and manage competing priorities in a busy client service environment.

· Sound judgement and effective written and verbal communication skills.

· Ability to follow direction and work effectively both independently and as part of a team.

· Ability to interpret and apply policy when responding to client queries and delivering efficient client services.

· Ability to take initiative and contribute to process improvements and team outcomes.