Senior Customer Service Officer

This is a permanent, full time vacancy.

About the role

The Senior Customer Service Officer plays a key role in supporting the Registry of Births, Deaths and Marriages in its responsibility to create, maintain and protect Western Australia’s official life‑event records. Working as part of a dedicated team, the role delivers high‑quality, customer‑focused services across complex birth, death, marriage, sex/gender change and change‑of‑name registrations and provides clear policy and procedural advice to a wide range of stakeholders.

Suitability Requirements

Through the recruitment process, we will be looking for candidates who can demonstrate skills, experience and attributes in relation to the following:

Strategic Awareness (Shapes and Manges Strategy): Understands direction, follows guidance, and uses sound judgement to identify issues and make practical, evidence‑based recommendations.

Achieving Results: Organises work effectively, adapts to changing priorities, maintains accurate records, and completes tasks to a high standard.

Relationship Management: Provides courteous, responsive service, adapts to client needs, values diverse working styles, and acts constructively on feedback.

Communication: Communicates clearly and respectfully, uses plain language, listens actively, checks understanding, and discusses issues thoughtfully.

Integrity and Self‑Management: Acts ethically and professionally, ensures accuracy, stays calm under pressure, seeks feedback, and takes responsibility for meeting objectives.

Benefits and opportunities

• Flexible working arrangements
• Career pathway opportunities
• Learning and development opportunity programs
• Health and wellbeing programs including Fitness passport providing a wide range of gym, pool, and fitness Centre discounts available for employees and their families.
• Check out the attached Applicant Information Pack to find out other benefits of working for Justice.

Application process

How to apply

Please ensure you review the attached Job Description Form (JDF) for further information about the requirements of the position. This information will assist you with the preparation of your application.

We require you to submit:

1. A comprehensive Resume / Curriculum Vitae that clearly outlines your transferable skills and experience and highlights your key achievements.
2. Telephone and email contact details of two work related referees, one of whom should be your current/most recent supervisor/manager.
3. A statement no more than three (3) pages, addressing the following Suitability Requirements. Please provide examples to support your claims.
   
   • Strategic Awareness (Shapes and Manges Strategy): Understands direction, follows guidance, and uses sound judgement to identify issues and make practical, evidence‑based recommendations.
   • Achieving Results: Organises work effectively, adapts to changing priorities, maintains accurate records, and completes tasks to a high standard.
   • Communication: Communicates clearly and respectfully, uses plain language, listens actively, checks understanding, and discusses issues thoughtfully.
   • Integrity and Self‑Management: Acts ethically and professionally, ensures accuracy, stays calm under pressure, seeks feedback, and takes responsibility for meeting objectives.

All remaining Suitability Requirements will be assessed at a later stage in the recruitment process.

Subsequent Vacancies

Applicants found suitable but not recommended for this vacancy, may be considered for subsequent similar vacancies for a period of twelve (12) months, in accordance with section 7d of the Commissioner’s Instructions No.48 – Recruitment, Selection and Appointment to Permanent Vacancies, and section 9d of the Commissioner Instructions 49 - Recruitment, Selection and Appointment to Fixed Term Vacancies. Permanent, fixed term, full time and part time appointments may be offered in the Perth Metropolitan area during this period.

For further job-related information

If you would like further information regarding the vacancy, please contact Seung Lee on (08) 9264 1509 for a confidential discussion.

Equity and Diversity

The Department of Justice is committed to building a diverse, inclusive and accessible workplace that reflects the community we serve. We strongly encourage applications from people of all backgrounds and experiences. 

Aboriginal and Torres Strait Islander applicants can access support by following this link. 

Reasonable adjustments are available throughout the recruitment process. For a confidential discussion about support or adjustments, please contact the person listed above or email ***************@justice.wa.gov.au. 

Submitting your application

To submit your application, click the “Apply for Job” button at the bottom of this advertisement.

Please ensure you allow sufficient time to submit your application, as late applications will not be accepted.

If you are having difficulty submitting your online application, please telephone RAMS Helpdesk ************@bigredsky.com on 1300 733 *** for assistance.

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