Do you enjoy the challenge of answering complex enquiries and liaising with internal and external stakeholders? Are you excited by working cooperatively as part of a small team? Are you a motivated, skilled administration professional, who excels in interpersonal communication, organisation and problem-solving? The APVMA's Science and Assurance program is seeking applications for a Senior Enquiries Officer. With a strong focus on client services, this position helps manage all general telephone and email enquiries received by the APVMA, as well as providing guidance to APS4 level staff and supporting the Team Leader with workload management and project work. Located in either Canberra ACT or regional Armidale NSW , you will gain experience in the Australian Public Service, have access to a variety of flexible working arrangements, and work in a supportive and fast-paced environment. The Role The Senior Enquiries Officer will have strong interpersonal, communication and organisational skills. They will use their skills and previous experience to assist the Team Leader with the operational activities of the enquiries team with a focus on client service to achieve results within specific timeframes. This position requires the occupant to develop a comprehensive knowledge of the APVMA's operational policy and legislative framework and apply this to perform a range of administrative, technical and operational tasks. The Senior Enquires Officer is expected to demonstrate effective time management and prioritisation skills, and to work cooperatively with internal and external stakeholders. The key duties of the position include Key functions include, but are not limited to: Managing routine and complex enquiries via telephone, email and written correspondence, including in the context of non-routine circumstances. Managing individual workload to complete tasks within an agreed timeframe to meet internal, statutory and Service Charter timeframes. Maintaining awareness of the workflow, capacity and wellbeing of junior team members, ensuring emerging issues, risks, or pressure points are promptly raised with the Team Leader. Taking initiative to maintain effective team operations and contributing to a positive and productive team environment. Assisting with the identification and implementation of improvement initiatives, contributing to the delivery of training programs and the preparation of procedural manuals and guidelines. Liaising with internal and external stakeholders on a variety of issues to establish positive outcomes. Providing advice and technical expertise to team members. Researching, interpreting and applying less complex legislation to draft responses that will be referred to an expert area for approval.
