APS 4 & APS 5 - Client Service Officer - Migration

Position Overview

The Federal Court has a current need for Client Service Officers at both APS 4 and APS 5 levels.

Candidates will be considered for both the APS 4 and APS 5 level roles, unless otherwise specified in the employment application.

The role currently operates within a National Migration Team comprising a Team Leader and five officers. Staff are expected to be flexible and adaptable to moving to other Registry teams as required, in response to work demands, staff leave and other operational reasons. The NMT provides service to court clients as well as providing high level docket and/or case management support to Judges, Registrars and their staff.

The Migration practice area is fast-paced and dynamic. Migration Client Service Officers must be flexible in their approach to work and be willing to learn and adapt to new procedures. The successful applicant will have excellent communication skills with the ability to effectively liaise with a diverse range of stakeholders. They will also need the ability to understand and apply complex rules and regulations combined with careful attention to detail. Skills in database management and general records management are essential.

This role requires someone who demonstrates a high level of professionalism and initiative, taking personal responsibility for progressing work to ensure objectives are met.

Major Activities
Migration Client Service Officers at both APS 4 and APS 5 level provide the following services:

Attending to migration eLodgment, email, telephone and counter enquiries;
Assessing migration court documentation for completeness, ensuring prescribed forms are used and that there is compliance with Court rules;
Providing information relating to court services, procedures, processes and forms.
Assisting in the efficient administrative case management of migration court listings, including booking interpreters, corresponding with parties, and managing courtroom requirements such as VCF and teleconference etc;
Updating information on the Court’s case management systems and National Pseudonym Register, maintaining a high degree of accuracy in data entry on migration matters;
Generating invoices for migration matters, ensuring correct fees are paid and that all hearing fees are correctly applied and invoiced;
Drafting and authentication of orders in migration matters;
Processing of all migration documents and applications filed in the FCA and FCFCOA;
Interacting and providing support to migration litigants and practitioners;
Other duties as directed.

In addition, APS 5 - level Migration Client Service Officers are senior team members who attend to the following:
Providing accurate migration-related procedural advice when interpreting various rules & regulations;
Attending to more complex migration enquiries;
Assisting in the preparation of template responses and migration knowledge management;
Providing high quality docket support to Judges and Registrars;
Coaching client service officers, identifying training needs and providing quality assurance;
Identifying systemic issues for the attention of team management, and contributing to the development of resolutions.

Selection Criteria

Candidates will be considered for an APS 5 level role where they have considerable demonstrated experience in selection criteria 1 – 4, and demonstrated knowledge of and experience in Court jurisdiction and procedure.
Strong Client Service focus and proven experience in the provision of front-line client service in a high volume environment.
Excellent clerical skills including the ability to assess documentation for form and completeness combined with high standards of accuracy and productivity.
Excellent interpersonal skills plus an ability to deal efficiently with a wide range of people. Well-developed oral and written communication skills.
Knowledge of the Federal Court’s jurisdiction and procedures, or an ability to quickly acquire such knowledge, together with a capacity to interpret and apply guidelines and rules or legislation.
Proven initiative and adaptability. Ability to work with minimal supervision and as an effective member of a team.
Previous experience in the use of electronic case management systems and proficiency in the use of the Microsoft Office applications.
Demonstrated knowledge of and commitment to workplace diversity and workplace health and safety practices and procedures.

Eligibility
Employment with the Court is subject to the conditions prescribed in the Public Service Act 1+++, 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.