Case Support & Enquiries Officer

Eligibility

The Fair Work Commission (FWC) requires Australian citizenship as a condition of engagement.

To be eligible for employment with the Commission, the successful applicant must undergo and satisfy a National Police Check.

About the Position

The role of a Case Support & Enquiries Officer sits within the Client Services Delivery Branch which is the Fair Work Commission’s (the Commission) face of frontline service delivery. The branch supports much of the work of the Members in dealing with unfair dismissal, general protections and stop orders applications. This is a high performing branch, responsible for meeting or improving on key organisational KPIs.  

The role of a Case Support & Enquiries Officer covers work in two streams of the Case Support and Enquiries Team – the Client Services Team and the Case Management Team. Applicants may be expected to work in both work streams.

Client Services Team - The primary purpose of the Client Services Team is to provide front line services to clients of the Commission. This team has in-depth knowledge of all services the Commission offers. The role within Client Services involves providing information on the Commission’s Helpline, the processing of applications and the administrative preparation of cases at the pre-conciliation phase. They are also responsible for coordinating the Workplace Advice Service (WAS) and on-site administrative support for Commission operations.

Case Management Team - The primary purpose of the Case Management Team is to effectively manage the Commission cases at the pre-conciliation phase and ensure they are prepared for conciliation. They provide effective and efficient case management services for unfair dismissal and general protections involving dismissal.

In addition, Case Support and Enquiries Officers may assist with issues relating to building and facilities management, facilities, finance, human resources, Work Health & Safety (WHS) and our Information Technology (IT) teams.

All employees are expected to work together collaboratively and flexibly in support of the objectives of the Client Services Delivery Branch including by assisting with other duties when required.

Duties

• Using the Commission’s case management systems with a high level of attention to detail and accuracy to maintain accurate records.
• Responding to written, in person and phone enquiries with a strong client service focus.
• Providing high quality and consistent services to clients in accordance with established procedures ensuring clients receive complete, timely and accurate information on their case.
• Performing early case management for a range of applications to the Commission, managing and actioning client correspondence, scheduling proceedings and data entry.
• Working individually and with team members to achieve best performance and deliver results within deadlines.
• Collaborating with teams across the Client Services Delivery Branch to ensure quality client service and to deliver on Branch objectives.
• Contributing to strategic solutions, problem solving and issues management for internal and external stakeholders in relation to client service delivery.
• Maintaining a good working knowledge of the Fair Work Act 2009.

How to Apply

The Position Description (PD) is attached at the bottom of this advertisement which will provide you with further information.

Your application must consist of the following two requirements:

• A statement of claim of no more than 1 page (minimum 10-point font), outlining your skills and/or experience relevant to the advertised role using ‘Our Ideal Candidate’ section as your basis.
• A resume detailing your employment history relevant to this position and details of at least two recent referees.

Submit your application via the Commission's online e-recruitment system by Sunday 7 April 2024 no later than 11:45pm (AEST).

If you have questions regarding this role, please contact Andrea Braganza on ***************@fwc.gov.au or (03) 8656 4*** or send an email to the Recruitment Team ***********@fwc.gov.au

Additional Information

The FWC is an equal opportunity employer which upholds the APS employment principles and actively encourages a diverse and inclusive workplace.

Attachments:
- APSC Cracking The Code.pdf
- PD- EXT- APS4 Case Support & Enquiries Officer (March 2024).docx
- PD- EXT- APS4 Case Support & Enquiries Officer (March 2024).pdf
- eRecruitment FAQ.docx