Applications for this position close on Sunday 29 March at 11.30pm AEDT. Do you have a passion for working in fast-paced service delivery environments? Do you have exceptional customer service and problem-solving skills? Do you have sound administration and clerical skills? If you have answered yes to these questions, WE WANT YOU! The Australian Passport Office (APO) is seeking Passport Officers to work across a variety of Service Delivery roles in our division. APO provides access to secure international travel documentation through timely and responsive passport services in Australia and overseas. The APO manages each stage of the passport production process including the passport application, lodgement, assessment and printing stages, as well as the service recovery, workload management, and commercial management functions. Before applying please note: all roles will involve customer interaction, including exposure to people who may be emotional, distressed, or have challenging personal circumstances. Officers will be trained across a variety of duties and expected to be flexible and adaptable to meet operational requirements. All roles will include some tasks that may be repetitive. Our Ideal Candidates We're looking for high-performing people with skills and experience relevant to the Australian Passport Office. Our ideal candidates will have: •Strong customer service skills whilst displaying empathy and emotional intelligence. •Ability to problem solve using sound judgement and risk. •Agility and flexibility to evolve rapidly to change plans or course of direction to match the reality or demands of a situation. •Ability to work under pressure, apply both a sense of urgency and the highest level of discretion and confidentiality. •A positive can-do attitude, displaying personal resilience, calmness and focus on achieving objectives, even in difficult circumstances. •Capability to identify, assess, and instigate actions independently and complete tasks within appropriate timeframe. •Ability to effectively use business applications, tools and new technology to streamline internal processes and service delivery to the Australian Public. •Ability to interpret and apply relevant legislation, guidelines, policies, and procedures across the spectrum of passport network issues and challenges. All employees of the department are expected to abide by the APS Values and Code of Conduct and the DFAT Values Statement. The key duties of the position include Your duties and responsibilities will be aligned to the relevant APS Work Level Standards. Your key duties will include: •Deliver courteous, prompt, and professional customer service when providing guidance to the public through various channels including face-to-face, telephone or in writing, ensuring approved scripts or templates are used where applicable. •Use effective judgement and investigative skills to monitor and manage Australian Travel Document applications and passport workflows. Contribute to the management of workload, and resource allocation priorities with a high degree of flexibility. •Undertake travel document processing including decision-making and recommendations on the eligibility of applicants for an Australian travel document, by providing appropriate determinations that are informed by relevant legislation, regulation, policies, and guidelines. •Investigate, resolve, and review standard to moderately complex travel document eligibility and related issues. The definition of standard and moderately complex applications is set by the APO with changes made to that definition as needed from time to time. Propose solutions to senior officers when escalating matters. •Contribute to the provision of advice, assistance and guidance on travel document eligibility matters and the extent to which they comply with relevant legislation, regulations, policies, and guidelines and implement said policies and procedures. •Conduct spoils and destruction, personalisation support, and site custodian duties in line with delegations and agreed processes and procedures. •Work independently to meet deadlines, required work outputs, key performance indicators and performance expectations in line with DFAT Performance Frameworks. •Meet operational deliverables in an emergency or crisis response. •Actively build, maintain, and facilitate collaboration with a wide network of internal stakeholders. •Proactively monitor, identify, and analyse current and emerging issues that may have an impact on the project deliverables/timeframe of stakeholders (internal and external) in relation to the project deliverables. •Manage Alerts raised by internal and external government authorities. •Provide support, guidance, and assist in identifying training needs for other staff. Coach and mentor staff to increase understanding of relevant legislation, regulation, policies, and guidelines. •Work as part of a team to deliver outcomes, displaying flexibility to meet operational requirements.