Customer Service Officer | Full-time Temporary with a Possibility of Permanency

Closes: 30 June 2026

Classification: Administrative Services Officer Class 3

Salary: $78,755 - $84,284 plus superannuation

Position No: 41373, Several

Directorate: City and Environment

Advertised (Gazettal date): 23 June 2026

Contact Officer: Paige Ryan on ***email_hidden*** or (02) 6207 6374

Details: Applications are sought from suitably experienced and motivated individuals to fill permanent and temporary full-time Customer Service Officer vacancies within the Access Canberra Service Centres.

Successful applicants will work collaboratively in a large team environment and be responsible for providing accurate, effective, and high-quality customer service through a range of channels, including electronic/digital, telephone and/or face to face, to ensure optimal regulatory and service delivery outcomes and a positive customer experience.

We welcome people with experience from the community, public and private sectors and believe the more diverse our knowledge base is, the better our results will be. If you require extra support to engage in the workforce due to a disability, if you are a veteran, or if you bring the life experience of a culturally and linguistically different background, we are especially welcoming of your application. Access Canberra is comprised of ACT community members helping other ACT community members and representation and visibility of our central connectedness Is key to our mission.

We are committed to creating an inclusive environment where people with diverse thoughts, lived experience, and perspectives can thrive and contribute their unique talents to the ACTPS and ACT community. We encourage Aboriginal and Torres Strait Islander people, people with disability, people with culturally and linguistically diverse backgrounds, veterans, younger and older workers, and people with diverse genders, sexes and sexualities to apply.

Eligibility/ Other Requirements

• Work from any Access Canberra location;
• Wear a uniform if required

Note: There are several temporary positions available for a period of three to six months with the possibility of permanency. A Merit Pool will be established from this selection process and will be used to fill permanent and temporary vacancies over the next 12 months. Selection may be based on Video, application and referee reports only. Refer to the Position Description for role specific requirements.

How to Apply: If you think you are the right person to fill one of these roles, please submit:

• An up-to-date curriculum vitae
• One written referee report from a current supervisor responding to your Skills, Knowledge and Behaviour. Please use the referee template found at Selection forms - Careers and Employment
• A written response of NO MORE than two pages that demonstrates your suitability for these positions based on your Skills, Knowledge and Behaviour as they relate to the Duties/Responsibilities detailed in the Position Description. Ensure your response addresses Skills, Knowledge and Behaviour being guided by the capabilities of the points listed under each of the headings - see helpful tips for writing a successful application.
• A short video ( one to 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 helpful hints for making your video.

In your video you should:

• Tell us who you are;
• What attracted you to these roles in Access Canberra; and
• Using the S.T.A.R method (Situation, Task, Action, Result) – Tell us about a situation where you were unsure how to assist a customer. What steps did you take to find the right solution to their request and what was the outcome?
• (more information on the S.T.A.R. method can be found on the jobs.act.gov.au website in the Application Information Kit)

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 (up to 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 roles.

• Plan before you film
• Write down what you want to say
• Don’t recite your curriculum viate 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. The panel will not be able to assess your application if the video is not viewable. Tip: Share your video with a friend or family member prior to applying to ensure that it is accessible.

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.

Accessibility and Adjustments

We recognise that applicants may have different needs, preferences, or circumstances when applying. If you experience any barriers such as technical, accessibility‑related, personal, or environmental, please reach out to the contact officer to discuss.

Applications should be submitted .

Applicants should note that a Joint Selection Committee (JSC) established in accordance with the collective/enterprise agreement provisions will assess all applications for this position.

Note: Under the ACTPS employment framework you may be placed in another role where required for the efficient administration of the service.

Where an offer of employment is for a fixed-term period, any related temporary contracts within the Territory will be issued in compliance with the requirements and applicable exceptions outlined in the Fair Work Act.

The ACT public service is committed to closing the gap, underpinned by the belief that when Aboriginal and Torres Strait Islander people have a genuine say in the design and delivery of policies, programs and services that affect them, better life outcomes are achieved. More information can be found here ACT Closing the Gap Implementation Plan - ACT Government Transparency Portal.

#LI-DNI

Note

There are several temporary positions available for a period of three to six months with the possibility of permanency.