Closes: 17 February 2026
Classification: Administrative Services Officer Class 4
Salary: $86,750 - $93,416 plus superannuation
Position No: 20006
Directorate: City and Environment
Advertised (Gazettal date): 10 February 2026
or 8***
Details: Support. Deliver. Improve. Shape Digital Customer Experience.
Are you a detail‑focused problem‑solver who enjoys helping customers navigate digital government services?
Do you thrive in a dynamic operational environment where accuracy, communication and teamwork matter?
If so, Access Canberra’s Digital Applications Team (DAT) is looking for you!
The Service Support Officer (ASO4) plays a central role in delivering high‑quality digital services by assessing online applications, resolving enquiries, and ensuring customers and stakeholders have a smooth and confident experience interacting with ACT Government services. This position supports day‑to‑day digital operations, contributes to process improvements, and works collaboratively across Access Canberra business areas.
This is a great opportunity to build your digital, administrative and customer‑service capability while making a real impact in how the Canberra community engages with government services.
Why Join Us?
At Access Canberra, we help people, businesses and community organisations interact with ACT Government services easily and confidently.
Working in the Digital Applications Team, you will enjoy:
* A fast‑paced role where no two days are the same.
* The opportunity to grow your skills across digital systems, online applications and customer service.
* A supportive and collaborative team culture.
* Flexible working arrangements within a modern hybrid environment.
* The satisfaction of knowing your work directly helps people navigate important government processes.
What You’ll Do
In this role, you will:
* Provide accurate, timely and customer‑focused service across digital channels.
* Assess and process a wide range of online applications and enquiries in line with legislation, policy and established procedures.
* Resolve customer queries or escalate complex matters when required.
* Prepare clear written communication to support effective service delivery.
* Identify workflow or system issues and contribute to continuous improvement.
* Use multiple digital systems, including knowledge bases, to process transactions and provide advice.
* Build strong working relationships with stakeholders across Access Canberra.
* Maintain accurate records in accordance with the Territory Records Act 2002.
* Model ACTPS values and contribute positively to team culture.
What We’re Looking For:
We’re looking for someone who can deliver high‑quality digital services with accuracy, professionalism and a customer‑centred approach. You will bring:
* Strong customer service capability, with the ability to provide accurate advice and resolve enquiries across multiple channels.
* Clear and effective written and verbal communication skills, including the ability to prepare accurate correspondence and engage with customers and stakeholders.
* The ability to manage competing priorities, assess applications under general direction and navigate multiple digital systems to support service delivery.
* An understanding of, or the ability to quickly learn, relevant legislation, policies, procedures and regulatory requirements, and apply them accurately in day‑to‑day work.
* Knowledge of digital service delivery processes, including workflows, knowledge bases and transaction processing, or the ability to quickly develop this knowledge.
* Awareness of continuous improvement principles, with the ability to identify process or system issues and contribute to better customer and operational outcomes.
* Professionalism, accountability and resilience in a dynamic operational environment, along with a collaborative approach to working across teams.
* A commitment to ACTPS values, the Code of Conduct and the Respect, Equity and Diversity framework.
Eligibility/Other Requirements:
Highly Desirable Skills:
* Experience using Microsoft Office programs.
* Knowledge of customer relationship management systems such as Salesforce.
Notes: This is a temporary position available immediately for a period of six months with the possibility of extension up to 12 months and/or permanency.
A merit pool will be established from this selection process and may be used to fill future vacancies over the next 12 months.
How to Apply: If you think you are the right person to fill this role, please submit:
* An up-to-date curriculum vitae .
* A two-page pitch outlining your Skills, Experience, and Suitability for the role - see below for ‘Helpful tips for writing a successful application’.
* Contact details for at least two referees, including one current supervisor.
* A short video(two minutes maximum )- this is an opportunity to sell yourself and demonstrate your communication skills. Your video should complement your written application and curriculum vitae – see below for ‘Helpful tips for making your video’.
In your video you should:
* Tell us who you are
* What attracted you to this role in Access Canberra
Thinking about duties of the role you are applying for and the environment you will be working in, using the S.T.A.R method (Situation, Task, Action, Result) to answer the following question:
* Tell us about a situation where you had to manage competing priorities while working across multiple systems or processes. How did you stay organised, maintain accuracy and ensure the customer received the right outcome?
Additional Information for applicants
How to create and submit your video
1. Sign up to create an