About the opportunity
The Civil Aviation Safety Authority (CASA) is establishing a merit pool to fill roles within our Client Services Centre which is the primary point of contact for members of the aviation community who need information or services from CASA. The Client Service Centre Officers deliver regulatory and support services to industry participants and peers in a service centre environment, focused on the delivery of efficient and effective client regulatory services.
These roles work collaboratively within a team to resolve enquiries and provide a wide range of transactional services relating to the regulation of a wide range of aviation permissions including pilot, air traffic control and aircraft maintenance engineer licensing; aviation medicine; organisational approvals; aircraft registration; and flight crew licensing and aircraft maintenance engineer exams.
Client Service Centre Officers report to a Team Coordinator and, under general direction, administers requests for regulatory services, responds to requests for information and provides administrative support to the Section. As part of your duties, you will be rostered to work in the call centre on a 4 - 4.5-hour shift, Monday to Friday, between the core business hours of 8:30am to 5:00pm.
The merit pool established through this selection process may be used to fill future vacancies on an ongoing or non-ongoing basis. Merit pools have a currency of 18 months from the time the advertisement closes. These roles may be filled on a permanent or for a specified term.
The Client Services Centre Officers are responsible for the following:
* As part of a team, deliver timely and accurate processing of applications for regulatory services in compliance with standard operating procedures.
* Provide consistent and accurate advice to industry in accordance with legislation and Procedures.
* Prepare and provide correspondence related to advice on legislation, policy, service delivery and complaints.
* Liaise effectively with other CASA officers and business areas, as required, to ensure the efficient and effective delivery of regulatory services and advice.
* Monitoring the status of applications, take corrective action when necessary and initiate escalation procedures when appropriate.
* Collate and maintain accurate data for client services reporting.
* Assist in the development and delivery of training, guidance material, forms and testing required to support continuous improvement, change initiatives, and foster collaboration in the delivery of regulatory services.
* Processing licensing applications and preparing permission documents.
* Handling external and internal inquiries about regulatory services, including calls (through the call centre during allocated shift times), internet inquiries, email and mail, and escalating inquiries to technical specialists when appropriate.
* Maintain compliance with all mandatory and assigned training.
* Provide administrative support as required, ensuring procedures and processes are current and in line with the regulations.
* Promoting workplace safety, equity and diversity, participative management and environmental management in the workplace and act in accordance with CASA’s Values and Behaviours.
Our ideal candidate
Our ideal candidate must demonstrate the following:
* Demonstrated experience performing administrative support in a service-focused environment with complex service offerings and processes and/or similar experience working in a client services environment.
* Demonstrated experience in the use of web/data-based business systems, Microsoft Office Suite, RMS/TRIM and/or similar client management systems.
* Well-developed (oral and written) communication and stakeholder engagement skills using appropriate grammar, style, and language to suit the communication purpose and audience.
* Ability to work within a diverse and multidisciplined team environment.
* Well-developed active listening skills, creative problem-solving skills, and excellent phone manner.
* Ability to follow procedures and produce accurate and detailed documents in accordance with established procedures with a high attention to detail and/or demonstrated ability to learn new procedures quickly.
* Demonstrated ability to quickly learn process and procedure with attention to detail.
* A commitment to on-the-job training and participation in activities to build and maintain customer service skills, systems and product knowledge.
* Experience in high volume contact/processing centre would be highly desirable.
* Training and development will be provided to candidates as it relates to their role.
Eligibility Requirements
* Must be an Australian Citizen
* Undergo pre-employment screening including a Police Check
Affirmative Measures
This vacancy is being advertised concurrently under a general and an affirmative measure recruitment process.
Affirmative measures is only available to Aboriginal and/or Torres Strait people or people living with a disability, evidence will be requested if your application progresses under an affirmative measures process.
About us
The Civil Aviation Safety Authority’s (CASA) primary function is to conduct the safety regulation of civil air operations in Australia, Australian civil airspace and the operation civil air operations in Australia, Australian civil airspace and the operation of Australian aircraft overseas.
CASA is committed to having a flexible and inclusive workplace and recognises and values the diversity of the wider Australian community.
We encourage and welcome applications from people with Disability, Aboriginal and Torres Strait Islander peoples, LGBTIQ+ people, people from culturally and linguistically diverse backgrounds and mature age people.
Culture and benefits
We value our people. CASA values social and cultural diversity and is committed to a safe workplace. We are committed to the attraction, recruitment and retention of Indigenous Australians and encourage applications from Aboriginal and Torres Strait Islander peoples.
CASA is committed to attaining and retaining the highest quality of skilled professionals and providing a desirable work environment in which they can maximise their talent and potential. We provide rewarding careers, promote work-life balance and support professional and personal development.
Contact Officer for enquiries: Dejan Jovanovic, ***************@casa.gov.au, +61 2 6217 1710
Closing Date for Applications: 11.30 PM AEST Sunday 26 April 2026
For full details and information on the role please visit the Careers | Civil Aviation Safety Authority (casa.gov.au). Applications for all CASA vacancies must be submitted through the CASA e-Recruitment portal.