APS 4 - Client Service Officer

Purpose of position
This position is primarily responsible for the provision of services directly to the judiciary in specific locations and the public both locally (face to face) and/or nationally (as part of a dispersed national team).

Staff working nationally will work in the Strategic Support Hub (SSH) and have broad responsibility nationally across both general federal and family law jurisdictions for enquiries management, filed document management and Registrar Support in Family Law. The SSH includes the contact centre and national entry point for telephone, email and live chat contacts and national document management for both general federal and family law. It also oversees the National Support Pool assisting Deputy Registrars working in family law nationally. Staff at the SSH report to the Team Leaders Strategic Support Hub and may be located at dispersed locations nationally working with other SSH staff. 

Staff working in Location Based Support will provide a pivotal role delivering local services directly to the judiciary and face-to-face clients attending court locations. Staff in Location Based Support are located in a specific registry location to provide support at a local level. Staff within this stream report to a Location Based Team leader, either Manager Court Operations or Director Court Operations, depending on the location’s size and structure. 

SSH and Location Based Support staff integrate across areas of responsibility to provide a holistic service to judges, staff, litigants and the profession.

This position may be required to work in either the SSH or Location Based Support across any of the streams of work managed by the respective teams. There is an expectation that regular role rotation and cross skilling will take place to ensure all staff maintain a broad range of skills. 

Key Responsibilities and Duties
The responsibilities of the position are to:

• provide information and advice relating to court services, procedures, processes and forms as well as external options to clients to assist them to resolve their enquiries and issues.
• progress cases by providing administrative services in accordance with court processes, including document lodgement, enquiries management, Registrar support and receiving and reconciling court fees and charges.
• assist in the management of complex cases through the case management syste.
• Work independently within defined rules to apply legislation, guidelines and court processes.
• Identify issues and contribute to the resolution of problems.
• schedule and prioritise matters for hearing and other interventions to achieve the earliest possible resolution
• liaise with a range of internal and external stakeholders including Judge’s chambers, Registrars and their support staff, managers, legal practitioners, community organisations and other service providers to assist the resolution of cases
• coach employees, identify training needs and provide quality assurance
• collate, analyse and produce reports as required, and
• Assist Registrars as required.

Selection Criteria 

1. A demonstrated record of success in the provision of service to clients involving working directly with the general public and a demonstrated understanding of and commitment to providing client focused services in a high-volume environment.
2. A demonstrated high level of organisational, analytical and problem-solving skills, the ability to use initiative and work independently and the ability to prioritise work to meet deadlines.
3. A demonstrated ability to work well in a team, foster a positive team environment and demonstrated experience coaching and training colleagues (or related experience).
4. A demonstrated capacity to communicate effectively both orally and in writing with people from a wide range of backgrounds, including clients, other staff members, the judiciary and senior management. This will include a proven ability to manage stressful and/or conflict situations in a professional manner, on a continual basis.
5. A demonstrated ability to contribute to and support change in the workplace including a strong ability to identify opportunities for process improvement. In addition, quickly acquire a sound working knowledge of court procedures, guidelines and policies.

Contact Officer
For more information, please contact Manal Zreika, Strategic Support Hub Team Leader via telephone (02) 8833 7495 or email Manal.Zreika@fedcourt.gov.au  

How to apply
To apply, please complete the application form on the Court’s careers portal. 

As part of your application, you will be required to submit a written response to the selection criteria listed in the position description (maximum word limit 1500). Please ensure this document is attached before submitting your application.

If you have any technical issues with applying, please email recruitment@fedcourt.gov.au 

Eligibility
Employment with the Court is subject to the conditions prescribed in the Public Service Act 1999, and the following: 

1. Australian citizenship – the successful applicant must hold Australian citizenship.
2. 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.
3. 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.

RecruitAbility
RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have disability; and meet the minimum requirements for the job. For more information visit: https://www.apsc.gov.au/recruitability

Application Close: Wednesday 15 April 2026 at 11:30 pm (AEST)

Aboriginal and Torres Strait Islander people are strongly encouraged to apply.