Public Enquiry Officer, Service Design And Foundations Branch

Agency PurposeThe Australian Electoral Commission (AEC) is an independent statutory authority established by the Australian Government to maintain an impartial and independent electoral system for eligible voters through active electoral roll management, efficient delivery of polling services, and targeted education and public awareness programs.The AEC’s values and commitmentsThe AEC values and commitments are an essential component of our operating environment and frame how AEC staff work. The AEC's focus is on electoral integrity through the values of quality, agility and professionalism.The TeamThe Operational Services Strategy, Design and Data (OSSDD) section sits within the Service Design and Foundation Branch. The Service Design and Foundation Branch has a focus on contemporary client-centric Service Design and continuous improvement. This includes capabilities to support planning and delivery of electoral events including Service Design, doctrine, event planning, quality assurance, public engagement, national electoral roll operations and industrial election and ballot service delivery.The Branch manages and supports the network to deliver a range of operational capabilities such as the implementation and promotion of policy and doctrine, a quality management framework, and the election readiness framework. The Branch also manages many elements of enrolment, including enrolment capability, coordination and data as well as the delivery of industrial election and ballots.The OpportunityThe Public Enquiry Officer supports the Public Engagement team in the provision of Public Enquiry management within the Operational Service Strategy Design and Data section of the Service Design and Foundations Branch, including participating in strategic planning and decision making within the work area.The role is responsible for undertaking work that is moderately complex in nature, under general direction, utilising functional expertise within the area of client liaison, complaints handling and relationship management.To excel you’ll have:

• Proven ability to communicate effectively whilst liaising with stakeholders and assisting to resolve issues across a geographically dispersed network.
• Demonstrated knowledge and experience in the provision of business support arrangements.
• Demonstrated experience in successfully completing allocated tasks and delivering quality results.
• The ability to conduct analysis and research and report on findings with the ability to contribute new ideas and identify opportunities for business efficiency improvement.
• Demonstrated ability to mentor staff, encouraging team improvement and promoting professionalism.
• Demonstrated personal integrity whilst achieving results within legislative and policy parameters.

• Knowledge of, or ability to quickly gain knowledge of, Australian electoral law and practice.
• Experience in help desk functions and complaints handling.

• AEC employees must be Australian citizens.
• Any person who is, and seen to be active in political affairs, and intends to publicly carry on this activity, may compromise the strict neutrality of the AEC and cannot be considered.
• Applicants are required to consent to, undergo, obtain and maintain a character clearance.
• Applicants are required to consent to, undergo, obtain and maintain the security clearance required for this role.