APS4 Passport Case Officer
Core
Process Australian travel document applications, make eligibility determinations, and provide customer service via face-to-face, telephone, or written channels.
Role type
Passport Case Officer (Government Service Delivery)
Builds
Australian passports and travel documents for the public
Domain
Public Sector / Government Administration
Required skills
Customer service, investigative skills, judgment, complaint resolution, policy interpretation, script adherence, site custodian duties
Preferred skills
Queensland Public Sector experience, contact centre experience, leadership experience, resilience under pressure
Technologies
Government case management systems, communication channels
Responsibilities
Monitor and manage passport application workflows, investigate and resolve complex eligibility issues, conduct spoils and destruction of documents, provide guidance on travel document policies
Seniority
Mid-level, hands-on IC