Customer Engagement Officer, Vetting Authority

About this role

The Organisation The Australian Security Intelligence Organisation (ASIO) protects Australia and Australians from threats to their security. ASIO’s people are ordinary Australians but they do extraordinary things – they are our most important asset. To be successful, we need talented people who are highly capable, dedicated, adaptable and resilient. We seek to reflect the community we protect. ASIO is committed to fostering a diverse and inclusive environment, where all staff are valued and respected. We welcome applications from all eligible candidates, irrespective of gender, sexual orientation, ethnicity, religious affiliation, age or disability. We are culturally and linguistically diverse, language skills enhance our collective ability to protect Australia. Aboriginal and Torres Strait Islander peoples are encouraged to apply. We are secretive about what we do, not what we value. At a time when Australia’s security environment is dynamic, diverse and degrading, our work is more important than ever. Join the mission and make a difference every day. The opportunity The newly established TOP SECRET-Privileged Access (TS-PA) Vetting Authority will centralise Australia’s highest-level security clearance functions within ASIO over the coming years. Successful applicants will play an instrumental role in building this new capability, established to help protect Australia from the threat of espionage and foreign interference. Customer Engagement Officers will be part of the new Vetting Customer Service Team and will contribute to the long-term success of this important function. You will be responsible for responding to communication via both telephone and in writing with a focus on building relationships with customers and providing a memorable customer service experience. As part of this new team, you will have an opportunity to contribute to the processes and policies that will shape the way our customer services are delivered now and in to the future. A merit pool may be created to fill future vacancies which have the same or similar requirements to this position. This merit pool will be valid for up to 18 months. Responsibilities As a Customer Engagement Officer at the AE4 level, you will: • Interact with customers including security clearance subjects and holders, and sponsoring agencies to provide support, problem solve and escalate enquiries. • Ensure clear and consistent tracking of customer interactions, recording details of enquiries, actions and outcomes. • Develop and maintain relationships with key stakeholders to deliver quality customer service outcomes. As a Customer Engagement Officer at the AE5 level, in addition to the above, you will: • Mentor and provide training to junior staff and maintain a positive culture within the customer service team, aligned to ASIO’s values. • Provide input to the process design and be instrumental in evolving and iterating the ways of working to meet the needs of the TS-PA Vetting Authority and customers in years to come. As a Customer Engagement Officer at the AE6 level, in addition to the above, you will: • Manage complex enquiries and priority customers, including escalations to various support areas to resolve client requests. • Contribute to service level agreement and key performance indicator reporting that informs quality customer service objectives.