The key duties of the position include:
The Role
Join the Australian Government Security Vetting Agency (AGSVA) and lead a high performing team at the heart of Australia’s defence against insider threats and espionage.
This is an opportunity to make a meaningful impact on the security of our nation while growing your leadership capability in a professional, supportive environment built on integrity and teamwork.
Lead a team that values professionalism, collaboration, and innovation focused on delivering excellent customer outcomes —while having fun along the way. Apply now and help us deliver outcomes that matter for Australia’s national security.
Customer Service Team Leader:
* Lead and motivate a high-performing customer service team.
* Manage day to day operations, ensuring service standards are consistently met.
* Handle escalated customer enquiries and resolve complex issues.
* Coach and develop team members to reach their full potential.
* Monitor performance and implement process improvements.
* Collaborate across AGSVA to continually enhance the customer experience.
About our Team
Why Work With Us?
There are plenty of reasons, but the biggest one is our people.
We’re a team of positive, energetic professionals who take pride in our work and consistently support one another to grow and succeed. We care deeply about delivering exceptional customer experiences and high quality security vetting outcomes. At the same time, we value humour and camaraderie, making AGSVA an enjoyable and rewarding place to work.
As a leader within AGSVA, you’ll guide and support a team dedicated to outstanding service delivery, smooth operations, and strong customer relationships. Some projects are big, some small but all contribute directly to our mission and the success of the organisation.
We foster an inclusive, flexible, and supportive workplace built on Defence values: service, courage, respect, integrity, and excellence. Agility is central to how we work, helping our teams maintain a healthy work life balance while contributing to security outcomes that matter.
Our Ideal Candidate
If you are an experienced leader with strong customer service skills, we’d love to hear from you. But we also know that great leaders aren’t simply found, they’re developed. That’s why we focus on recruiting great people and equipping them with the training and support they need to thrive.
Our team is collaborative, supportive, and committed to knowledge sharing. You’ll never feel like you’re working alone. We’re looking for motivated, enthusiastic individuals with a willingness to learn and lead. If you bring the right attitude, we’ll help you develop the capability.
Key attributes for success include:
* Strong leadership and communication skills.
* Ability to handle complex tasks and sensitive information with accuracy.
* Capability to build and maintain positive relationships with customers and colleagues.
* Flexibility to adapt to changing priorities.
* Creative and proactive problem solving skills.
* Resilience under pressure, with the ability to stay calm and deliver results.
Eligibility
Security Clearance:
Applicants must be able to obtain and maintain a security clearance at Negative Vetting Level 1.
Getting to know the Department of Defence
The Department of Defence employs around 18,000 Australian Public Service (APS) employees. Defence APS employees work in a wide variety of critical roles, Australia wide, enabling our three services Navy, Army and Air Force, to do their job. Defence has a range of Australian Public Service (APS) career opportunities that offer interesting, challenging, and unique work. Our workforce includes administrative support, accountants, intelligence analysts, engineers, policy advisors, graphic designers, lawyers, social workers, IT specialists and contract managers to name a few. We offer a rewarding career that includes professional development, work-life balance, recognition, a flexible and supportive work environment and a diverse workforce. To find out more about a career with Defence please visit