About the opportunity
The Civil Aviation Safety Authority (CASA) is establishing a merit pool to fill roles within our Client Services Centre which is the primary point of contact for members of the aviation community who need information or services from CASA. The Client Service Centre Officers deliver regulatory and support services to industry participants and peers in a service centre environment, focused on the delivery of efficient and effective client regulatory services.
These roles work collaboratively within a team to resolve enquiries and provide a wide range of transactional services relating to the regulation of a wide range of aviation permissions including pilot, air traffic control and aircraft maintenance engineer licensing; aviation medicine; organisational approvals; aircraft registration; and flight crew licensing and aircraft maintenance engineer exams.
Client Service Centre Officers report to a Team Coordinator and, under general direction, administers requests for regulatory services, responds to requests for information and provides administrative support to the Section. As part of your duties, you will be rostered to work in the call centre on a 4 - 4.5-hour shift, Monday to Friday, between the core business hours of 8:30am to 5:00pm.
The merit pool established through this selection process may be used to fill future vacancies on an ongoing or non-ongoing basis. Merit pools have a currency of 18 months from the time the advertisement closes. These roles may be filled on a permanent or for a specified term.
The key duties of the position include:
The Client Services Centre Officers are responsible for the following:
* As part of a team, deliver timely and accurate processing of applications for regulatory services in compliance with standard operating procedures.
* Provide consistent and accurate advice to industry in accordance with legislation and Procedures.
* Prepare and provide correspondence related to advice on legislation, policy, service delivery and complaints.
* Liaise effectively with other CASA officers and business areas, as required, to ensure the efficient and effective delivery of regulatory services and advice.
* Monitoring the status of applications, take corrective action when necessary and initiate escalation procedures when appropriate.
* Collate and maintain accurate data for client services reporting.
* Assist in the development and delivery of training, guidance material, forms and testing required to support continuous improvement, change initiatives, and foster collaboration in the delivery of regulatory services.
* Processing licensing applications and preparing permission documents.
* Handling external and internal inquiries about regulatory services, including calls (through the call centre during allocated shift times), internet inquiries, email and mail, and escalating inquiries to technical specialists when appropriate.
* Maintain compliance with all mandatory and assigned training.
* Provide administrative support as required, ensuring procedures and processes are current and in line with the regulations.
* Promoting workplace safety, equity and diversity, participative management and environmental management in the workplace and act in accordance with CASA's Values and Behaviours.
Our ideal candidate
Our ideal candidate must demonstrate the following:
* Demonstrated experience performing administrative support in a service-focused environment with complex service offerings and processes and/or similar experience working in a client services environment.
* Demonstrated experience in the use of web/data-based business systems, Microsoft Office Suite, RMS/TRIM and/or similar client management systems.
* Well-developed (oral and written) communication and stakeholder engagement skills using appropriate grammar, style, and language to suit the communication purpose and audience.
* Ability to work within a diverse and multidisciplined team environment.
* Well-developed active listening skills, creative problem-solving skills, and excellent phone manner.
* Ability to follow procedures and produce accurate and detailed documents in accordance with established procedures with a high attention to detail and/or demonstrated ability to learn new procedures quickly.
* Demonstrated ability to quickly learn process and procedure with attention to detail.
* A commitment to on-the-job training and participation in activities to build and maintain customer service skills, systems and product knowledge.
* Experience in high volume contact/processing centre would be highly desirable.
* Training and development will be provided to candidates as it relates to their role.
Eligibility
Eligibility Requirements
* Must be an Australian Citizen
* Undergo pre-employment screening including a Police Check
Notes
This vacancy is being advertised concurrently under a general and an affirmative measure recruitment process.
Affirmative measures is only available to Aboriginal and/or Torres Strait people or people living with a disability, evidence will be requested if your application progresses under an affirmative measures process.
Getting to know the Civil Aviation Safety Authority Australia
\"Safe skies for all—it begins with you.\" CASA is established by and operates under the Civil Aviation Act 1988 and the Airspace Act 2007. CASA's primary function is to conduct the safety regulation of civil air operations in Australia and the operation of Australian aircraft overseas. We license pilots, register aircraft, oversee aviation safety and promote safety awareness. We are also responsible for making sure that Australian airspace is administered and used safely. CASA is a Corporate Commonwealth entity and is subject to the Public Governance, Performance and Accountability Act 2013 which deals with a range of matters, including reporting and the use of and management of public resources. We employ over 800 people working across Australia. We are an engaged team and proud to work for CASA. We strongly believe in the vision, mission and goals of our agency. We are highly connected to CASA's Values and Regulatory Philosophy that underpin all we do. We understand how our roles directly contribute to aviation safety. We are a relationship-based organisation and value the unput and ideas of others.