Contract: Fixed Term Contract
Full-Time: 36 hours 45mins per week
Salary: £24,795 pro rata
Security Assessment: Police checks
Applications are sought from persons interested in employment at the Australian High Commission in London as Locally Engaged Staff. The High Commission is current recruiting for a number of vacancies, and these fixed term contracts will offered with an end date of 30 June 2018. For this reason, the advert is open-ended and applications will be reviewed regularly.
About the Department of Immigration and Border Protection
The role of the Department of Immigration and Border Protection (DIBP) is to protect Australia’s border and manage the movement of people and goods across it. DIBP contributes to achieving three principal government outcomes of strong national security, a strong economy; and a prosperous and cohesive society. We manage the Migration Programme, the Humanitarian Programme, Australian citizenship, trade and customs, offshore maritime security and revenue collection.
The DIBP office in London plays a critical role in achieving the Department’s broader strategic goals.
Primary functions of the DIBP London office are:
Processing Australian permanent migration, visitor and temporary residence visas. Processing Australian citizenship by descent applications for clients across Europe.
Providing both pre and post lodgement information and assistance to clients across Europe through the Europe Service Centre.
About the Europe Service Centre
The Europe Service Centre (ESC) provides specialist, multi-lingual information and assistance across the full range of visa and citizenship programmes of the Department in a service centre environment. The ESC offers services in 9 languages: English, Croatian, French, German, Greek, Italian, Serbian, Russian, and Spanish.
The ESC provides information on all visa and citizenship options, eligibility and requirements, and serves as a contact point for clients requiring technical support and assistance. In addition, the ESC provides dedicated post-lodgement enquiry management for six processing sites across the European region.
About the Position
Information Officers are the first point of contact for a wide range of external stakeholders with the Department, including clients, migration agents, businesses and foreign governments. Information Officers provide quality information, advice and service to clients who are culturally and linguistically diverse over the telephone and in writing. It is therefore essential that Information Officers are fluent to a professional standard in English and one or more of the offered languages.
It’s expected that Information Officers will deliver high quality client services in a fast paced and high-volume service centre environment.
To be eligible for this position, you must be professionally proficient (written, spoken and listening) in English and at least one or more of the following languages:
Please note that a third party may test language skills.
Key responsibilities of the position include but are not limited to:
- Provide information and assistance to clients on a wide range of routine and difficult enquiries in accordance with the Department’s legal framework
- Provide first tier trouble shooting and technical support to clients with the Department’s client application system, ImmiAccount
- Provide first level complaint handling in relation to processes and outcomes regarding visa and citizenship applications
- Refer specific client enquiries to processing officers across the Europe region and in Australia in accordance with established protocols
- Report to a Manager or Support and Development Officers on regional trends and issues to support continual business improvement. Record information about client contact, escalating and/or referring if necessary
- Follow rosters and schedules to deliver outcomes in line with service centre key performance indicators such as Average Talk Time, Average Handle Time and overall output and quality.
- Capture data on each client interaction to provide qualitative information that informs decisions on ESC operations
- Provide additional services based on language skills as required
- Participate in coaching activities, including providing peer mentoring and participate in, and deliver, training as required.
- High level written and oral communication skills in English and one or more language to a professional standard.
- The ability to identify and apply relevant legislation and policy as it relates to the provision of information and advice.
- Strong customer service and interpersonal skills to facilitate and promote effective interactions with clients, peers and stakeholders
- Exercise good judgement when providing assistance to clients
- Good time management skills
- The ability to deal with and escalate where necessary sensitive and complex issues and seek guidance, advice and consult as appropriate
- The ability to work cooperatively within a team and be a supportive, mature team member
- The ability to be flexible, adaptable and resilient, whilst maintaining a collegiate and professional attitude
- The ability to effectively liaise with colleagues across DIBP London and the Europe region on matters of mutual interest
- Sound research and analytical skills
- The ability to understand the following legislation, regulations and policy: Migration Act 1958, Privacy Act 1988, Australian Citizenship Act 2007, Public Governance, Performance and Accountability Act 2013, Freedom of Information Act 1982 and Electronic Transactions Act 1999.
- Sound computer proficiency in MS Office, email and internet and the ability to quickly grasp new technologies, including internal systems and software.
Please provide a one-page cover letter expressing your interest and suitability for the position whilst drawing on your ability to meet the following criteria below:
A. Effective proficiency in identifying and applying relevant legislation and policy as it relates to the provision of information and advice.
B. Strong customer service and interpersonal skills to facilitate and promote effective interactions with clients, peers and stakeholders.
C. The ability to exercise good judgement when providing assistance to clients.
D. The ability to work cooperatively within a team and be a supportive, mature team member.
E. The ability to be flexible, adaptable and resilient, while maintaining a collegiate and professional attitude.