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.
Highly Desirable Skills:
* Experience using Microsoft Office programs.
* Knowledge of customer relationship management systems such as Salesforce.
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
* 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.
Helpful tips for writing a successful application:
* Providing specific evidence-based examples of your past experience, will show the selection panel that you understand the position requirements and that your capabilities will enable you to perform well in the role.
* Ensure your examples to the Selection Criteria address all the points listed under each of the headings (Skills, Knowledge, Behaviour). You don't have to have a separate answer for each point - one example that covers all the points is acceptable. However, if you feel you need to provide more than one example to cover each of the points adequately that is ok too.
* The STAR model below is one of the ways that you can structure your written response to help demonstrate your capabilities, using specific examples:
The below is an example of a SUITABLE response utilising the S.T.A.R method.
* SITUATION –While working in the Contact Centre I answered a call from an elderly gentleman wanting to place an order online and he was having problems selecting the product he needed and making the payment over the phone.
* TASK – I saw it as my task to spend time patiently helping the gentleman choose the products he was after and to talk him through the payment process, reassuring him along the way.
* ACTION – I started off by asking him a series of questions to ascertain which products he needed. Once we had achieved that stage, I then explained in detail how we would use his payment details to process the payment, and that his details were totally secure. I then took the payment details and his address for delivery. I also upgraded him to our free express delivery service to provide further reassurance that he would receive his goods quickly.
* RESULT – Although the customer was initially confused and struggled to find the products he needed, I managed to talk him through everything successfully by being patient and methodical in my approach. The customer was very happy with the service, and he has since used our company again to buy products.
The below is an example of an UNSUITABLE response which doesn't follow the STAR method:
* I have been working as a customer service officer for the past five years. I have the skills and experience to fulfill the duties of the advertised role. I am friendly and outgoing and like to help people. I receive lots of great feedback from my customers and my supervisor. I would really like the opportunity to work in your organisation.
* I am a really great communicator. I have 15 years of experience in general administration roles. In my last job we were required to prepare statistical reports, and I did it well.
* I think that a good leader is someone who can communicate a clear vision. If I was in a business improvement position, I would find solutions to system inefficiencies.
Proofread: Each of your responses to the Selection Criteria should be free from errors, concise, precise, and relevant, factual, and positive and about your Capabilities and Experience.
Ready to innovate, and make an impact? Apply now
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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