Director, Australian Passport Office - Service Recovery Section

• Ongoing
• $143,346 to $161,894 per annum + 15.4% employer super contribution
• Role based in Canberra

Applications close Thursday, 20 June 2024 at 11.00 am AESTThe OpportunityThe Australian Passport Office (APO) is seeking a Director to lead the Service Recovery Section (SER).The APO provides Australians access to secure international travel documentation through timely and responsive passport services. The APO manages each stage of the passport production process including passport application lodgement, application assessment, and passport printing. The APO also includes teams focussed on, for example, Service Recovery (complaints and feedback), policy and legislation, data and workload management, complex decision making and support for staff learning and development.The APO issues passports to Australian citizens, both in Australia and overseas, under the Australian Passports Act 2005, related laws, and the Convention on International Civil Aviation. We also issue other types of travel documents, for example, Convention Travel Documents, to eligible non-citizens living in Australia. Within Australia, APO staff are also authorised to provide services such as the issuing of Certificates of no Impediment to Marriage (CNI) and legalisations of documents (Apostilles and Authentications).This is a great opportunity for someone to lead a high performing team within a dynamic working environment. The work is interesting, challenging and varied, as SER manages complex customer issues arising across the APO’s national network.Please review the applicant pack for further information.