APS4 Case Officer

APS4 Case Officer | Federal Government Role

• Location: Melbourne CBD
• Hourly Rate: $53.75 per hour + superannuation
• Work Arrangement: 100% on-site
• Tenure: ASAP start – initial contract to June 2027 (strong potential for further extension)
• Eligibility: Mandatory Australian Citizenship (baseline or higher security clearance eligibility required)

The Opportunity

Do you thrive in fast-paced service delivery environments? Do you bring exceptional customer service, sound clerical skills, and strong problem-solving abilities?

We are seeking adaptable, resilient, and detail-oriented Case Officers (APS 4) to join our client in Melbourne operations. In this role, you will play an essential part in supporting Australians travelling abroad by managing travel document processing, assessing eligibility, and resolving complex identity and entitlement matters.

Please Note: These positions involve high-volume operational duties, repetitive procedural tasks, and direct customer interactions via face-to-face, telephone, or written channels. You will regularly assist members of the public who may be facing difficult personal circumstances, emotional stress, or urgent crisis situations. Due to system and strict security requirements, remote work is not available for this role.

Key Responsibilities

• Customer Service: Deliver courteous, prompt, and professional service across face-to-face, telephone, and written channels.
• Assessment & Decision-Making: Assess and determine eligibility for Australian travel documents by interpreting and applying relevant legislation, regulations, and operational policies.
• Investigations & Issue Resolution: Investigate standard to moderately complex travel document cases, manage alerts from partner authorities, and propose escalation pathways when necessary.
• Operational Administration: Conduct spoils, secure destruction, site custodian duties, and personalisation support adhering to strict operational security frameworks.
• Teamwork & Crisis Response: Collaborate across teams, assist in coaching peers, and adapt rapidly to operational demands, including emergency or crisis response deployments.

Our Ideal Candidate

To be successful in this role, you will bring:

• Empathy & Emotional Intelligence: Proven customer service capabilities combined with high emotional intelligence and calm under pressure.
• Judgement & Risk Awareness: Sound analytical thinking to evaluate evidence and make informed, lawful determinations.
• Agility & Resilience: A positive, can-do mindset and the ability to pivot priorities quickly in a fast-evolving operational environment.
• Integrity & Discretion: Demonstrated capacity to handle sensitive personal data with the highest degree of confidentiality.
• Technical Aptitude: Confidence navigating business applications, modern workflow systems, and procedural templates efficiently

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.