Client Service Officer

Position Overview

The role operates within a small team of three (a Registrar, a Legal Case Manager and a Client Service Officer). That team forms part of the broader registry team. All staff are expected to be flexible and adaptable to moving across teams as required, in response to work demands, staff leave and other operational reasons.

The Client Service Team provides service to all Court clients as well as providing high level docket and/or case management support to Judges, Registrars and their staff.

The Federal Court has a wide jurisdiction, so Client Service Officers must be flexible in their approach to work and be willing to learn and adapt to new procedures. The successful applicant will have excellent communication skills with the ability to effectively liaise with a diverse range of stakeholders. They will also need the ability to understand and apply complex rules and regulations combined with careful attention to detail. Skills in database management and general records management are essential.

Working as part of a small team in a busy registry, this role requires someone who demonstrates a high level of professionalism and initiative, taking personal responsibility for progressing work to ensure objectives are met.

Major Activities

On a day-to-day basis, Client Service Officers provide the following services:

• Attending to telephone, counter, eLodgment and email enquiries;
• Providing accurate procedural advice when interpreting various rules & regulations of the Federal Court and Federal Circuit Court;
• Assist in the efficient case management of court listings, including booking interpreters, corresponding with parties, etc;
• Assessing court documentation for completeness, ensuring prescribed forms are used and that there is compliance with court rules;
• Updating information on the Court’s case management systems, maintaining a high degree of accuracy in data entry;
• Providing high quality docket support to Federal Court and Federal Circuit Court Judges;
• Generating invoices, ensuring correct fees are paid and that all hearing fees are correctly applied and invoiced;
• Typing and/or the authentication of orders;
• Processing of documents and applications filed via the Court’s eLodgment system;
• Interacting and providing support for related eServices, including the Electronic Court File.

Key Relationships

External Relationships:

• Legal practitioners & other court clients – Provide procedural information and the highest level of quality Client Service.
• Interstate Registries – Liaise with other registries regarding hearing dates, filing of documents and videoconference listings.
• Other courts/Tribunals – Receipt and return of files & other documents.
• Interpreter providers – Book and confirm interpreters for appropriate court matters.

Internal Relationships:

• Registrars – Liaise on complex enquires regarding court rules & regulations. Establish strong knowledge of Registrars’ operations such that you can backfill the Legal Case Manager role, as required, from time to time.
• Judges’ chambers – Liaise with Judges and their staff regarding docket support, listing of matters and hearing fees.
• The Registry Management Team (Director of Court Services) – Communication about the day to day operations of the Registry.
• Listings Coordinator – videoconference bookings, daily court listings and other related activities.
• Legal Case Managers – Assist in the management of allocated docket team support.
• The Federal Circuit Court – Liaise with staff and Federal Circuit Court Judges regarding docket support, listing of matters and general queries.

Competencies & Attributes

• A client focused and service-oriented attitude that is conducive to the delivery of optimum levels of service offering
• Initiative, motivation and discretion
• Engaging interpersonal ability
• The ability to collaborate with others
• Decision making ability using approved guidelines
• Flexible, adaptable and open to new ideas
• Willingness to work in a busy, challenging and changing environment
• Tolerance for working on multiple projects simultaneously
• High integrity – acts honestly and with unquestionable integrity in accordance with the Australian Public Service Values, Code of Conduct and professional ethics

Selection Criteria

1. Strong Client Service focus and proven experience in the provision of front line Client Service in a high volume environment.
2. Excellent clerical skills including the ability to assess documentation for form and completeness combined with high standards of accuracy and productivity.
3. Excellent interpersonal skills plus an ability to deal efficiently with a wide range of people. Well-developed oral and written communication skills.
4. Knowledge of the Federal Court’s jurisdiction and procedures, or an ability to quickly acquire such knowledge, together with a capacity to interpret and apply guidelines and rules or legislation.
5. Proven initiative and adaptability. Ability to work with minimal supervision and as an effective member of a team.
6. Previous experience in the use of electronic case management systems and proficiency in the use of the Microsoft Office applications.
7. Demonstrated knowledge of and commitment to workplace diversity and workplace health and safety practices and procedures.

Contact Officer

For more information, please contact Andrew Burns on 0492 369 *** or at ************@fedcourt.gov.au.

Eligibility

To be eligible for employment with the Federal Court of Australia, you must be an Australian Citizen and will be required to provide proof of citizenship if you are the successful applicant.

Applicants offered employment will be required to successfully undergo a police record check and must be willing to disclose all relevant and required information.

Successful applicants engaged into the APS will be subject to a probation period.

Aboriginal and Torres Strait Islander people are strongly encouraged to apply.