The role

We are looking for team players who enjoy working with people, adapting to changing priorities and delivering great customer service.

You are organised, dependable and comfortable working in a busy environment where you may move between different types of work throughout the day. You build positive relationships, communicate confidently in person, over the phone and in writing, and are always willing to support your teammates when needed.

You remain calm under pressure, demonstrate resilience when priorities shift, and maintain a positive and professional approach during busy periods.

You will take ownership of your work, follow through on commitments and know when a matter can be resolved within your authority or should be escalated.

As an APS Level 3 Customer Support Officer, you must be able to demonstrate:

• strong customer service and communication skills
• the ability to build positive working relationships
• good organisational skills and attention to detail
• experience using service-management systems and Office 365
• the ability to adapt to changing priorities and manage competing tasks
• resilience and the ability to remain calm and professional under pressure
• a collaborative approach and willingness to contribute to team success
• cultural capability and commitment to culturally safe, inclusive and professional service delivery consistent with APS and Agency values
• a positive attitude and willingness to learn.

As an APS Level 4 Customer Support Officer, you must be able to demonstrate:

• strong customer service, communication and relationship-building skills
• sound judgement and ability to manage complex enquiries and competing priorities
• resilience and the ability to remain calm and prpfessional under pressure
• a collaborative approach and willingness to contribute to team success
• ability to interpret and apply legislation, policies and procedures accurately
• strong attention to detail and confidence using service-management system and Office 365
• a proactive approach to problem-solving, continuous improvement and knowledge sharing
• cultural capability and commitment to culturally safe, inclusive and professional service delivery consistent with APS and Agency values.

You do not need to be an expert in every corporate support function. You will need to learn quickly, use available information and apply established guidance to different situations. You will be comfortable taking responsibility for more complex work while remaining within defined authority. You will also contribute to procedures, reporting, training and service improvements that help the team deliver consistent and reliable support.

Job description

Are you someone who enjoys helping people, working as part of a team and contributing to a positive workplace experience? Help us deliver practical, high-quality corporate services that support employees across the Agency.

As a Corporate Support Officer in the Employee Experience team, you will be part of a fast-paced and collaborative environment that supports employees across the Agency. Based in Canberra, ACT you will help deliver responsive and professional services while working closely with colleagues, staff and stakeholders. You will work across a broad range of corporate support functions, including employee enquiries, workplace and concierge services, mail and switchboard operations, employee lifecycle administration, fleet support and service-management requests.

No two days are the same. Priorities can change quickly and you will regularly switch between different tasks, enquiries and requests throughout the day. These are hands-on roles that combine office-based work with physical workplace activities. From time to time, you may assist with room set ups and event preparation and supporting visitors and staff across the workplace.

As part of the National Indigenous Australians Agency, you will work in an environment where cultural capability, respect and inclusion are fundamental to how we work. You will contribute to a positive workplace culture and help create a welcoming experience for employees, visitors and stakeholders.

APS Level 3 - Corporate Support Officer

As an APS Level 3 Corporate Support Officer, you will:

• manage employee and stakeholder enquiries across service systems, shared mailboxes and telephone channels as a key first point of contact
• deliver concierge, visitor and workplace services
• research and respond to enquiries across HR, payroll, workplace matters and corporate services, delivering accurate advice and support
• maintain accurate records, registers, procedures and knowledge material
• connect employees with appropriate services and contribute to a positive customer experience
• use systems such as Office 365, Aurion and the Agency Service Portal to manage enquiries, process requests and support service delivery
• apply strong communication and customer service skills in a fast-paced service environment.

APS Level 4 - Corporate Support Officer

Working under general direction, you will manage your own workload and take responsibility for requests through to resolution. You will research information, interpret relevant policies and procedures, and use sound judgement to manage routine, more complex and sensitive matters within defined parameters. As an APS Level 4 Corporate Support Officer, you will: 

• manage employee and stakeholder enquiries across service systems, shared mailboxes and telephone channels as a key first point of contact
• coordinate requests across corporate areas and external service providers
• support onboarding, employee movements and offboarding activities
• deliver concierge, visitor and workplace services
• use systems such as Office 365, Aurion and the Agency Service Portal to manage enquiries, process requests and support service delivery
• maintain accurate records, registers, procedures and knowledge material
• apply strong communication and customer service skills in a fast-paced service environment
• collate and review information for operational reports
• identify recurring service issues and suggest practical improvements
• contribute to system testing, small projects and approved service changes
• provide procedural guidance, mentor and on-the-job support to colleagues.

You will balance customer needs with policy requirements, recognising operational risks, and escalating matters that require specialist advice or higher-level decisions.

Eligibility requirements

• To be eligible for this position you must be an Australian Citizen.
• Occupants must be able to obtain and maintain a Baseline level security clearance, or hold a current security clearance of an appropriate level. 
• Successful candidates will be required to be assessed through our pre-employment screening checks, such as an Australian Criminal History Check.

About the agency

The National Indigenous Australians Agency (NIAA) works directly to, and supports the Minister for Indigenous Australians, to implement whole-of-government policies and programs to improve the lives of all Aboriginal and Torres Strait Islander peoples. This includes liaising closely with State and Territory governments, Indigenous peak bodies, stakeholders, and service providers to ensure that Indigenous programs and services are delivering for Aboriginal and Torres Strait Islander peoples as intended. The NIAA team includes people across Australia who work closely with communities to address their unique needs.

Notes

Ongoing & Non-ongoing (for an initial period for up to 12 months).

These roles are being advertised as both ongoing and non-ongoing, with the employment type to be determined in negotiation with the preferred candidate and the NIAA delegate.

Where a non-ongoing specified term is offered, this would be for an initial period of up to 12 months, with possibility of extension up to a maximum period of two years.

A non-ongoing offer may result in conversion to an ongoing offer of employment however this must occur within 18 months from the opening date of this advertisement.

The National Indigenous Australians Agency (NIAA) has a range of flexible working arrangements available to its employees under the Enterprise Agreement and relevant policies and guidance materials. Working arrangements can be negotiated with successful candidates on a case-by-case basis, taking into consideration the operational requirements of the role and the individual's personal circumstances and preferences.