Closes: 16 February 2026
Classification: Administrative Services Officer Class 4
Salary: $86,750 - $93,416 plus superannuation
Position No: 42704
Directorate: City and Environment
Advertised (Gazettal date): 09 February 2026
Contact Officer: Keenan Jackson on or
Details: Are you ready to take on a rewarding challenge? Do you thrive in fast-paced environments where quick thinking is essential? Are you skilled at assessing situations and providing effective solutions? If so, join us at Access Canberra We're looking for people who are passionate about helping customers and adept at navigating complex issues with ease. Your expertise in triage and problem-solving will make a real difference in our team
The Access Canberra Resolution and Support Team works in a fast-paced environment and provides support to multiple regulatory and service delivery areas. We are the single-entry point for the community to report complaints, provide feedback and raise regulatory concerns which Access Canberra has responsibility for.
We are on the lookout for triage experts to join our team. You will play a vital role in being one of our Case Managers within the Access Canberra Resolution and Support Team. If you're a person who likes to help make things happen and impress others with your triage ability, communication skills, and outstanding customer service, then we want you to join our team in Access Canberra.
To be successful in this role, you will:
* Be a customer focused problem solver who can listen and interact with a diverse range of people who have a broad range of needs and provide a positive customer experience
* Have an understanding of regulatory environments and complaints management processes and/or experience in customer service environments, managing complex and sensitive matters is desirable.
* Demonstrate excellent verbal and written communication and negotiation skills
* Have demonstrated ability to interpret complex legislation, policy and procedures
* Show confidence and resilience in liaising and/or mediating interactions in relation to contentious matters with internal and external stakeholders
* Have excellent administrative and organisational skills, including the proven ability to organise workloads and set priorities in a high-pressure environment with competing priorities and tight deadlines
Refer to the Position Description for role specific requirements.
Notes: A Merit Pool will be established from this selection process and will be used to fill temporary and permanent vacancies over the next 12 months. Selection may be based on application and referee reports only.
How to apply: If you think you are the right person to fill one of these roles, please submit:
* An up-to-date curriculum vitae.
* A written response of two pages that demonstrates your suitability for the position based on your Skills, Knowledge and Behaviour as they relate to the Duties/Requirements detailed in the Position Description. Ensure your response addresses each of the points listed under the Selection Criteria.
* A short video (five 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 helpful hints 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 time you had to triage multiple customer enquiries or requests in a fast-paced environment. How did you decide what to prioritise and what was the outcome?
Helpful hints for making your video:
How to create and submit your video
* Sign up to create an account with Dropbox or Google Drive.
* Record a short video (two minutes) on your preferred device.
* Using Apple devices (iPhones, iPad) – how to guide
* Using Android phones – how to guide
* Upload a video file in Dropbox or Google Drive.
* How to upload video files
* Dropbox - How to upload and download files in Dropbox | Dropbox Help
* Google Drive - Upload files and folders to Google Drive - Computer - Google Drive Help
* Copy the link to your video and send it with your application and curriculum vitae.
* How to share and copy link to video files
* Dropbox - How to share files from your phone or tablet | Dropbox Help
* Google Drive - Share folders in Google Drive - Android - Google Drive Help
Helpful tips for making your video:
Read the Position Description/s carefully - try not to waste time talking about anything that isn't relevant to the role.
* Plan before you film
* Write down what you want to say
* Don't recite your curriculum vitae or your written application – work off a script but don't read it word for word
* Use a different example to the ones used in your written application – try and use a recent example that is relatable to the position you are applying for
* Think about what you will wear – make a good first impression
* Practice, practice, practice
* Choose a well-lit setting and reduce background noise, use an appropriate background, turn the volume up
* Record it
* Watch your video and get someone else to watch it too - re film or edit as necessary
* Check the visual and audio quality of the final product and that you have saved in the correct format, and it is sharable/accessible
* If you experience any difficulties in producing a video, please call the Contact Officer for advice.
Applications should be submitted .
City and Environment
City and Environment Directorate was established on the 1 July 2025. This new directorate is an amalgamation of positions previously advertised under Environment, Planning and Sustainable Development Directorate and Transport Canberra and City Services Directorate.
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