Applications close at 11.30pm AEST on Sunday 24 August 2025 Do you have a passion for working in service delivery environments? Do you have exceptional customer service skills? Do you have an understanding of managing high-risk, high-value assets appropriately? Do you have sound administration and clerical skills? If you have answered yes to these questions, WE WANT YOU! The Australian Passport Office (APO) is seeking Passport Officers, to work across a variety of Service Delivery roles in our division. APO provides access to secure international travel documentation through timely and responsive passport services in Australia and overseas. The APO manages each stage of the passport production process including the passport application lodgement, assessment, and printing stages, as well as the service recovery, workload management, and commercial management functions. Before applying please note: all roles will involve customer interaction, including exposure to people who may be emotional, distressed, or have challenging personal circumstances. Officers will be trained across a variety of duties and expected to be flexible and adaptable to meet operational requirements. All roles will include some tasks that may be repetitive, or involve more physical aspects such as lifting, walking, or standing for prolonged periods of time. Our Ideal Candidates Our ideal candidates will have: • Strong customer service skills whilst displaying empathy and emotional intelligence. • Ability to problem solve using sound judgement and risk. • Agility and flexibility to evolve rapidly - to change plans or course of direction to match the reality or demands of a situation. • Ability to apply both a sense of urgency and the highest level of discretion and confidentiality. • A positive can-do attitude, displaying personal resilience, calmness and focus on achieving objectives, even in difficult circumstances. • Capability to identify, assess, and instigate actions independently and complete tasks within appropriate timeframes. • Effectively use business applications, tools, and technology to streamline internal processes and service delivery to the Australian Public. • Ability to interpret and apply relevant legislation, guidelines, policies, and procedures across the spectrum of passport network issues and challenges. • A mature attitude and the key attributes of being responsible, trustworthy, and reliable. The key duties of the position include Your key duties will include: • Provide a courteous, prompt, efficient and professional service when working on the front counter (e.g passport application interviews, passport enquiries, passport collections and document legalisation services), concierge, administrative support, and telephone enquiries. • Communicate effectively (orally and in writing) with members of the public, colleagues, and management. • Undertake Quality Assurance checks of travel documents prior to, and post, print of travel documents. • Handle high-value, high-risk inventory in a secure manner, and manage the secure spoilage and destruction of incorrect or faulty travel documents in line with strict policies and procedures. • Assist in regular stocktakes of blank passport holdings. • Undertake processing tasks and operate travel document printer and laminate machines to produce Australian travel documents, including basic routine maintenance of passport printers. • High speed and accurate data entry, document preparation, scanning, personalisation, image enhancement, document/photo exceptions re-work. • Working independently, organise own workload, allocate own resources, and complete tasks in a timely manner to meet established key performance indicators. • General day-to-day administrative functions including, but not limited to, effective records management, management of inbox, payment of invoices, liaison with various customers and stakeholders in relation to travel document refunds and Returns to Sender. • Work as part of a team to deliver outcomes, displaying flexibility to meet operational requirements
