Closes: 17 February 2026
Classification: Administrative Services Officer Class 5
Salary: $95,722 - $100,956 plus superannuation
Position No: 55701
Directorate: City and Environment
Advertised (Gazettal date): 10 February 2026
Contact Officer: PatriciaX Ryan on or
Details: Support. Deliver. Improve. Shape Digital Customer Experience.
Are you an experienced problem‑solver with a passion for high‑quality digital service delivery? Do you thrive in a fast‑paced environment where accuracy, judgement and customer‑centred thinking matter?
If so, Access Canberra’s Digital Applications Team (DAT) is looking for you!
The Complex Assessment and Support Officer plays a key role in managing and resolving more complex or sensitive digital applications and enquiries submitted through Access Canberra’s online channels. You will support reliable, consistent and accurate service delivery, contribute to continuous improvement, and strengthen team capability through developing training and guidance materials.
This is an opportunity to make 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 dynamic role where no two days are the same.
* Opportunities to learn new systems and develop your administrative and customer service capability.
* A collaborative team culture that values communication, curiosity and continuous improvement.
* Flexible work arrangements within a modern activity-based environment.
What You’ll Do
In this role, you will:
* Manage, assess and resolve complex or sensitive digital applications in accordance with legislation, policy and operational requirements.
* Provide clear, accurate and timely customer service through digital channels.
* Interpret and apply legislation, procedures and guidelines to support colleagues and resolve issues.
* Identify operational or system issues and contribute to solutions and workflow improvements.
* Develop and maintain training materials, guidance documents and knowledge articles to uplift team capability.
* Provide on‑the‑job support and technical guidance to team members.
* Maintain records in accordance with the Territory Records Act 2002.
What We’re Looking For:
* Strong ability to assess, triage and resolve complex or sensitive digital applications using sound judgement and defensible reasoning.
* High‑level written and verbal communication skills, including the ability to prepare clear guidance, training materials and customer correspondence.
* Ability to interpret and apply legislation, policy, procedures and operational guidelines accurately and consistently.
* Proficiency using digital platforms, CRM/knowledge systems, web‑based forms and records management tools, while maintaining accuracy and data integrity. Capacity to understand, interpret and apply work practices, procedures and guidelines.
* Strong analytical skills to identify trends, system issues and workflow challenges, and contribute to effective solutions.
* A collaborative, customer‑centred and improvement‑focused approach, with adaptability to fast‑paced operational demands.
* Professionalism, self‑awareness and 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: 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:
* Describe a time you had to quickly pivot to meet changing operational priorities, and explain how you adapted in a way that aligns with the responsibilities of this role.
Additional Information for applicants
How to create and submit your video
1. Sign up to create an