Customer Service Officer

The Role

This role requires an APS 4 Information and Records Management Officer who can effectively manage electronic records in accordance with legislative, governance and Defence policy requirements. 

The position demands strong attention to detail, sound judgement and the ability to work independently while organising competing priorities in a high-volume service delivery environment. The officer must maintain the integrity and security of information, undertake research and analysis, support continuous improvement activities, and provide accurate advice to internal and external stakeholders.

Successful candidates will demonstrate well-developed communication and stakeholder engagement skills, strong computer literacy, resilience and adaptability, and the ability to work collaboratively within a team. 

They will be capable of interpreting policies and procedures, exercising discretion within defined parameters, and contributing to team performance through knowledge sharing, coaching and support. A commitment to professional development, customer service excellence and compliance with legislative and security requirements is essential.

Top 3 job requirements:

• Strong information and records management skills, including compliance with legislation, security and governance requirements.
• Excellent communication and stakeholder engagement skills, with the ability to provide advice and manage customer enquiries.
• High attention to detail, sound judgement and the ability to work independently while contributing to team outcomes and continuous improvement.

About our Team

The Information Access Unit (IAU) provides a single point of contact for individuals seeking access to information held by Defence. Our team delivers information access, records management and customer support services to serving and former Australian Defence Force members, their families, representatives, Defence personnel and the wider community. Operating in a fast-paced, high-volume environment, we manage information requests, maintain the integrity and security of Defence records, and work collaboratively with internal and external stakeholders to achieve positive outcomes. 

We pride ourselves on maintaining high standards of accountability, professionalism and customer service, ensuring every interaction is handled with care, accuracy and respect. Through our commitment to information governance, legislative compliance, continuous improvement and service excellence, we support Defence's mission by enabling transparent access to information, safeguarding sensitive records and enhancing the customer experience.

Our Ideal Candidate

Our ideal candidate is a motivated and customer-focused professional who thrives in a fast-paced environment and takes pride in delivering high-quality outcomes. You will bring strong attention to detail, sound judgement and the ability to manage competing priorities while maintaining the integrity, security and accuracy of Defence information and records. You will have well-developed communication and stakeholder engagement skills, enabling you to provide clear advice and build positive working relationships with a diverse range of customers and colleagues. 

We are seeking someone who demonstrates resilience, accountability and a commitment to service excellence, with the confidence to work independently while contributing positively to a collaborative team culture. Experience in information and records management, administration, customer service or a related field, along with the ability to interpret policies, procedures and legislative requirements, will be highly regarded.

Security Clearance:

Applicants must be able to obtain and maintain a security clearance at “Baseline Vetting” level.

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