Agency Overview The Chief Executive Officer and Principal Registrar of the Federal Court, together with officers and staff identified under the Federal Court of Australia Act 1976, the Federal Circuit and Family Court of Australia Act 2021 and the Native Title Act 1993, constitute a single Statutory Agency for the purposes of the Public Service Act 1999. Employees are engaged to work in support of the following courts or tribunal: Federal Court of Australia, Federal Circuit and Family Court of Australia, and National Native Title Tribunal. Employees are covered by the Federal Court of Australia Enterprise Agreement 2024-2027. The Federal Court and the Federal Circuit and Family Court each maintain a distinct statutory identity, with separate functions and judicial independence. Position Overview This position is being advertised for Client Services Officer (CSO) roles in the Lismore Federal Circuit and Family Court of Australia Family Law Registry and Strategic Support Hub. This role operates within a small registry location-based team at the Lismore Registry and a broad remote-based team as part of the Strategic Support Hub. All staff are expected to be flexible and adaptable to a variety of tasks that arise in response to work demands, staff leave and other operational reasons. The Registry provides service to all court clients both locally (face to face) and/or nationally (as part of a dispersed national team) as well as providing high level docket and/or case management support to Judges, Registrars and their staff. Staff working nationally will work in the Strategic Support Hub (SSH) and have broad responsibility nationally across both general federal and family law jurisdictions for enquiries management, filed document management and Registrar Support in Family Law. The SSH includes the contact centre and national entry point for telephone, email and live chat contacts and national document management for both general federal and family law. It also oversees the National Support Pool assisting Deputy Registrars working in family law nationally. Staff at the SSH report to the Team Leaders Strategic Support Hub and may be located at dispersed locations nationally working with other SSH staff. Staff working in Location Based Support will provide a pivotal role delivering local services directly to the judiciary and face-to-face clients attending court locations. Staff in Location Based Support are in a specific registry location to provide support at a local level. Staff within this stream report to a Location Based Team leader, Manager Court Operations or Director Court Operations, depending on the location's size and structure. The successful applicant must be flexible in their approach to work and be willing to learn and adapt to new procedures. The position involves work in Location Based Support across any of the streams of work managed by the respective teams. There is an expectation that regular role rotation and cross-skilling will take place to ensure all staff maintain a broad range of skills. The key duties of the position include Key Responsibilities and Duties The responsibilities of the position are to: Provide information and advice relating to court services, procedures, processes, and forms as well as external options to clients to assist them to resolve their enquiries and issues. Progress cases by providing administrative services in accordance with court processes, including document lodgment, enquiries management, registrar support and receiving and reconciling court fees and charges. Assist in the management of complex cases through the case management system. Work independently within defined rules to apply legislation, guidelines and court processes. Identify issues and contribute to the resolution of problems. Schedule and prioritise matters for hearing and other interventions to achieve the earliest possible resolution. Liaise with a range of internal and external stakeholders including judge's chambers, registrars and their support staff, managers, legal practitioners, community organisations and other service providers to assist the resolution of cases. Coach employees, identify training needs and provide quality assurance. Collate, analyse, and produce reports as required, and Assist registrars as required. Selection Criteria A demonstrated record of success in the provision of service to clients involving working directly with the general public and including a demonstrated understanding of and commitment to providing client focused services. Demonstrated working knowledge or clearly demonstrated capability to quickly acquire a sound working knowledge of court procedures, guidelines, policies and practice, including the computerised information systems used by the courts. Demonstrated effective organisational skills with the ability to work under pressure, achieve objectives and manage competing priorities. A demonstrated ability to work well in a team, to act with integrity, use initiative and work unsupervised as required. Demonstrated capacity to communicate effectively both orally and in writing with strong interpersonal skills, including a proven ability to manage stressful and/or conflict situations in a professional manner, on a continual basis.
