Senior Adviser - Employer Advisory Service

• APS Level 6 Opportunity
• All FWO Locations

The Office of the Fair Work Ombudsman (OFWO) is seeking a Senior Adviser – Employer Advisory Service (EAS) to deliver a specialised service that provides small businesses with tailored, written, technical (not legal) advice about pay and entitlements under awards and enterprise agreements, the National Employment Standards and other matters covered by the Fair Work Act 2009 (Fair Work Act).We are seeking to fill an ongoing Senior Adviser position. A merit pool may be created from this recruitment process and used to fill ongoing or non-ongoing positions that may become available in the future.About the OFWOThe Office of the Fair Work Ombudsman (OFWO) is an independent statutory office established by the Fair Work Act. Our functions outline the responsibilities we have as set by the Fair Work Act and other legislation to achieve our purpose:

• provide education, assistance, advice and guidance to employers, employees, outworkers, outworker entities and organisations
• promote and monitor compliance with workplace laws
• inquire into and investigate breaches of the Fair Work Act
• take appropriate enforcement action
• perform our statutory functions efficiently, effectively, economically and ethically.

What our employees say about usWe are one of the most engaged and high performing agencies in Australia; consistently scoring above average on employee engagement and wellbeing when surveyed against other APS agencies.What we offer youWe provide a diverse, inclusive and supportive work environment with access to:

• Great training and development opportunities
• Generous leave and flexible working arrangements
• Our Employee Assistance Program (EAP), a free counselling service for you and your family
• A competitive salary, plus 15.4% superannuation
• Rewards and recognition initiatives

We Value DiversityOFWO has been accredited as a Breastfeeding Friendly Workplace since 2011. We are also members of the Australian Network on Disability and Pride in Diversity. We encourage and welcome applications from First Nations people, people with disability, LGBTQIA+ people, people from culturally and linguistically diverse backgrounds and mature age people.Eligibility

• To be eligible for employment with the OFWO you must be an Australian citizen.
• The successful candidate must hold a current Australian Government Security Clearance (AGSVA) or be willing to undergo and obtain a Baseline security clearance.

A range of other conditions may be required depending on the role you are applying for.About the TeamThe EAS team is dedicated to helping small businesses by giving them greater confidence to identify and apply their obligations under the Fair Work Act and reduce the likelihood of wage underpayments occurring. The written advice we provide makes a real difference to thousands of small business people and their employees every year.Senior Advisers and Advisers work collaboratively in teams led by an Assistant Director. Senior Advisers are technical specialists who give small business employers accurate, timely written advice, provide excellent customer service, play a key role in the quality assurance process by reviewing draft advice and providing feedback to the drafter, and contribute to identifying and implementing service improvement initiatives.Typical DutiesThe duties of the Senior Adviser role include, however, are not limited to:

• Manage your caseload of enquiries plus quality assurance reviews and feedback responsibilities while meeting deadlines and delivering high quality, customer-focussed service.
• Conduct in-depth phone discussions with small business customers to understand their enquiries, manage expectations and gather details required to deliver the service.
• Analyse customers’ enquiries, research entitlements under the Fair Work Act and associated instruments and draw accurate conclusions, seeking assistance from colleagues as required.
• Participate collaboratively and supportively in team discussions about the technical aspects of enquiries to ensure that consistent, practical, accurate and timely advice is provided.
• Draft written advice and deliver other education that addresses customers’ enquiries, with a focus on accuracy, attention to detail, conveying complex information in plain English and managing risks.
• Conduct quality assurance reviews for Advisers and other Senior Advisers and provide your feedback.
• Make records of your discussions with customers, your actions and decisions in the enquiry management system.

Selection Criteria

• Experience drafting and reviewing written correspondence that provides information about complex legislation in plain language.
• Experience providing courteous, prompt and professional customer service including the ability to manage expectations and concerns, handle escalations and implement quality assurance processes.
• Demonstrated ability to meet deadlines while managing competing priorities, exercising sound judgement and identifying risks.
• Ability to mentor and provide feedback to team members about interpreting complex legislation, customer service, and drafting correspondence.
• The ability to build and sustain positive working relationships to achieve outcomes.
• Knowledge of the Australian workplace relations system or the demonstrated ability to quickly acquire it.