The key duties of the position include: The Role Join the Australian Government Security Vetting Agency (AGSVA) and lead a high performing team at the heart of Australia's defence against insider threats and espionage. As an APS 5 Customer Service Team Supervisor at AGSVA, you will play a key role in supporting the delivery of high quality customer service across the security clearance process. Working with a degree of autonomy, you will supervise day-to-day activities, manage workloads, and support team members to respond to a wide range of customer enquiries, including those that are complex or sensitive. You will apply sound judgement, communicate clearly, and model professional behaviours aligned to Defence values and the APS Integrated Leadership System. The role requires strong organisational skills and adaptability, particularly in a fast-paced environment where priorities can change. You will also contribute to continuous improvement by identifying issues, supporting performance conversations, and helping your team deliver exceptional customer service. About our Team AGSVA Customer Service is a collaborative, people focused team that plays a vital role in supporting Australia’s national security. We are a diverse group of professionals who take pride in delivering accurate, timely and respectful service to our customers, even in complex and high-pressure situations. Our team values openness, trust and teamwork. We support one another to build capability, share knowledge and develop confidence in our roles. While the work can be demanding, we balance this with flexibility, humour and genuine care for our colleagues’ wellbeing. Leaders are approachable, development is encouraged, and contributions are recognised. You will work closely with stakeholders across AGSVA, Defence and other government agencies, gaining exposure to a wide range of people and perspectives. If you are looking for a team that will challenge you, support your growth, and make you feel connected to work that matters, AGSVA Customer Service is the place to be. Our Ideal Candidate We are looking for individuals who enjoy supporting others, take ownership of their work, and are motivated to deliver strong customer outcomes. At the APS 5 level, you will be able to manage your workload, communicate clearly with a range of stakeholders, and apply initiative to resolve issues within established policies and procedures. You will be adaptable, resilient, and comfortable working in an environment where priorities can shift. Successful candidates will demonstrate: The ability to support and supervise staff, contributing to a positive and productive team environment Clear communication skills and the confidence to engage with customers and stakeholders Good judgement when handling sensitive or complex information The ability to plan and prioritise work to meet customer expectations A constructive approach to problem solving and continuous improvement Alignment with APS and Defence values, and a commitment to learning and development Eligibility Security Clearance: Applicants must be able to obtain and maintain a security clearance at “Negative Vetting Level 1”. Getting to know the Department of Defence The Department of Defence employs around 18,000 Australian Public Service (APS) employees. Defence APS employees work in a wide variety of critical roles, Australia wide, enabling our three services Navy, Army and Air Force, to do their job. Defence has a range of Australian Public Service (APS) career opportunities that offer interesting, challenging, and unique work. Our workforce includes administrative support, accountants, intelligence analysts, engineers, policy advisors, graphic designers, lawyers, social workers, IT specialists and contract managers to name a few. We offer a rewarding career that includes professional development, work-life balance, recognition, a flexible and supportive work environment and a diverse workforce. To find out more about a career with Defence please visit https://www.defence.gov.au/jobs-careers
