The Australian Bureau of Statistics (ABS) is looking to fill multiple Contact Centre Officer (APS2) roles in the Data Sourcing Contact Centre to provide support to ABS data providers through inbound and outbound phone calls.
These entry-level positions are ideal for individuals who thrive in fast paced environments and love to learn. If you are seeking a role that offers opportunities for growth and development and are interested in beginning your career with the ABS or in the public service, we encourage you to apply.
The key duties of the position include:
About the roles
Key duties and responsibilities of Contact Centre Officers include:
* Providing support to ABS survey participants by answering inbound calls, answering general questions, including providing information and assistance with survey completion.
* Calling survey participants to follow-up on and obtain cooperation with completing outstanding survey obligations.
* Accurately recording interactions with survey participants, in line with relevant policies and procedures.
* Resolving minor problems for providers by answering general questions about survey content, receiving survey submissions over the phone, and providing assistance with navigating the ABS Survey Portal and associated online tools.
* Referring or escalating survey participant enquiries to appropriate internal channels.
* Assisting with other administrative and operational tasks, such as data entry, basic research and dispatching correspondence.
* Adhere to and uphold APS Values, obligations and perform duties in accordance with the Census and Statistics Act 1905 and adhere to strict confidentiality agreements in accordance with Australian Government policy and legislation (Privacy Act 1988).
Contact Centre Officers work rostered hours. The bandwidth in which rostered work is undertaken is 7:00am to 7:00pm, Monday to Friday. Ordinary hours of work for a full-time Contact Centre Officer are 7 hours and 25 minutes. Successful applicants must be available to work a minimum of three shifts a week as described above however, this is not a guarantee of shifts.
The ABS seeks to balance operational requirements with flexibility for staff, and in doing so provides rosters in advance and endeavours to meet shift preferences where possible.
Due to being a national contact centre, at times where there are clear operational requirements, there will be additional hours available to work overtime. Work will be considered overtime where it is performed outside the normal rostered hours on that day, in excess of weekly ordinary hours, or on weekends and public holidays.
We operate in a flexible, hybrid work environment. Following induction and training (on-site based in Geelong), Contact Centre Officers will have the option of working from home for parts of their working week in accordance with the ABS’ teleworking guidelines.
What we are looking for (selection criteria)
To be suitable you should have most or all of the following skills, qualities and experience:
* Developed verbal and written communication skills, including the ability to respond to enquiries, accurately record interaction notes, solve minor problems, and provide information in a clear and concise manner.
* Excellent client engagement skills, including the ability to quickly build relationships and positive rapport.
* Demonstrated ability to quickly acquire and apply knowledge and skills to operational tasks by referring, and adhering, to set policy and procedures.
* Ability to understand and implement feedback to continuously improve performance.
* Ability to apply sound professional judgement across interactions.
* Developed proficiency with IT systems and software, including the ability to accurately enter data using a variety of software applications simultaneously.
Also desirable is:
* Experience in a fast-paced call-centre environment and/or in related customer service fields.
* Experience working in team environments.
Eligibility
To be eligible for these roles you:
* You must be an Australian citizen at the time you apply.
* ABS employees who have access to market sensitive information are restricted in market trading activities. You may not be allowed to trade in financial products while employed. This role is not restricted in trading.
* Successful applicants must be available to work a minimum of three shifts a week as described above however, this is not a guarantee of shifts.
* Successful candidates will undertake an initial two-week, on-site induction that is based in Geelong.
Notes
How to apply
To apply, complete an online application form on the ABS e-recruitment system.
You will need to upload your current resume (tailored to section 1 of the Applicant Information Kit), provide referee details and complete an online assessment.
Please read the Applicant Information Kit for more information about the position and the recruitment process.
Applications close at 11:30 pm (AEST), Wednesday 22nd April 2026.
Late applications will not be accepted.
Getting to know the Australian Bureau of Statistics
The Australian Bureau of Statistics' (ABS) purpose is to inform Australia's important decisions by partnering and innovating to deliver relevant, trusted, objective data, statistics and insights. As the national statistical authority for Australia and provider of statistical services to the states and territories, we focus on three priorities:
* Providing high quality official statistics and insights
* Transforming the ABS for the future
* Delivering new statistical solutions to maximise the value of public data.
We operate in a dynamic, continually transforming environment. New technology, statistical methods and opportunities for accessing and integrating data are becoming available, growing the potential to provide new insights into matters of importance to Australians, businesses, and community organisations. The ABS houses permanent offices in Canberra, Sydney, Melbourne, Brisbane, Adelaide, Perth, Hobart, Darwin, Dandenong and Geelong.
We also have a number of field staff working across all parts of Australia. We encourage and value a diverse workforce. Aboriginal and Torres Strait Islander people and people with a disability are encouraged to apply.
To find out more visit 'Careers' on our website at https://www.abs.gov.au/careers