Client Service Officer

Position Overview

Client Service Officers – Migration (CSOs-Migration) are crucial in providing highly effective case management support to Judges, Judicial Registrars and their staff by triaging migration applications upon filing for compliance with rules of the Court, the correct use of court forms and assessment of urgency. As part of their administrative tasks, CSOs-Migration also respond to frontline enquiries from Court users and liaise with parties at the point of filing.

Key Responsibilities and Duties

On a day-to-day basis, CSOs-Migration provide the following services:

• Responding to frontline enquiries from Court users, Judicial Registrars and chambers;
• Attending to migration eLodgment, email, telephone and counter enquiries;
• Providing accurate migration-related procedural advice when interpreting rules and regulations of the Court;
• Conducting efficient administrative case management of migration court listings, including corresponding with parties and managing courtroom requirements such as VCF and teleconference, etc;
• Assessing documentation for completeness and compliance with Court rules and ensuring prescribed forms are used;
• Updating information on the Court’s case management systems and National Pseudonym Register, maintaining a high degree of accuracy in data entry on migration matters;
• Providing high level case management support to Judges and Judicial Registrars;
• Generating invoices for migration matters, ensuring correct fees are paid and that all hearing fees are correctly applied and invoiced;
• Processing of all migration documents and applications filed in the Court;
• Interacting with and providing support to migration litigants and practitioners;
• Assisting in the preparation of template responses and knowledge management; and
• Other duties as directed.

Reporting Lines and Key Relationships

CSOs-Migration report on a daily basis to the Manager – National Migration Support, and ultimately to the Director – National Operations and Support FCFCOA (Division 2).

CSOs-Migration will be required to engage with a wide variety of key internal and external stakeholders, including:

External relationships

• Legal practitioners and other court clients – Provide procedural information and the highest level of quality client service.
• Registries – Liaise with general registry in all locations nationally regarding hearing dates, filing of documents and videoconference listings.
• Other courts/Tribunals – Receipt and return of files and other documents.
• Interpreter providers – Book and confirm interpreters for appropriate court matters.

Internal relationships

• Judicial Registrars – Liaise on complex enquiries regarding Court rules and regulations. Develop strong court operations knowledge to facilitate the allocation of work to Registrars.
• Judges’ chambers – Liaise with Judges and their staff regarding docket support, listing of matters and hearing fees.
• Manager – National Migration Support and Director – National Operations and Support FCFCOA (Division 2) – Communication about the day-to-day operations of the Registry.
• Listings Coordinator – videoconference bookings, daily court listings and other related activities.
• Lawyers – Assist in the management of allocated docket team support.

Professional Qualifications, Competencies and Attributes

To undertake this role, the successful applicant will:

• Demonstrate a high level of professionalism and initiative, taking personal responsibility for progressing work to ensure objectives are met.
• Be flexible in their approach to work and be willing to learn and adapt to new procedures.
• Have excellent communication skills with the ability to effectively liaise with a diverse range of stakeholders.
• Have the ability to understand and apply complex rules and regulations combined with careful attention to detail.
• Have well developed database and general records management skills.

Selection Criteria

1. Strong client service focus and proven experience in the provision of frontline client service in a high volume environment.
2. Excellent clerical skills including the ability to assess documentation for form and completeness combined with high standards of accuracy and productivity.
3. Excellent interpersonal skills plus an ability to deal efficiently with a wide range of people and a strong commitment to meeting the needs of culturally and linguistically diverse court users. Well- developed oral and written communication skills.
4. Knowledge of Court jurisdiction and procedures, or an ability to quickly acquire such knowledge, together with a capacity to interpret and apply guidelines and rules or legislation.
5. Proven initiative and adaptability, with the ability to work with minimal supervision and as an effective member of a team.
6. Demonstrated proficiency with technology, including the use of electronic legal resources and the ability to learn and use the Court’s case management systems and courtroom technology.
7. Demonstrated understanding and commitment to the application of the Australian Public Service (APS) Values, to abide by the APS Code of Conduct and the ability to comply with the principles of Workplace Diversity and Occupational Health and Safety.

How to Apply

To apply, please complete the application form on the Court’s careers portal. If you have any issues with applying, please email ***********@fedcourt.gov.au.

To be considered you will need to upload a concise expression of interest (2 page / 1000 word maximum) detailing how your experience and skills relate to the position description and selection criteria and attach a current resume. 

For more information, confidential enquiries can be made to Keira Bradley, Manager – Migration Support, by email to *************@fcfcoa.gov.au. 

Applications close: 1 September 2026

Eligibility

Employment with the Court is subject to the conditions prescribed in the Public Service Act 1999, and the following:

1. Australian citizenship – the successful applicant must hold Australian citizenship.
2. Security and character clearance – the successful applicant must satisfy a Police Records Check and may also be required to complete security clearances during the course of their employment.
3. Successful applicants engaged into the APS will be subject to a probation period.

Interested applicants who have received a redundancy benefit from an APS agency are welcome to apply but now that they cannot be engaged until their redundancy benefit period has expired. 

Diversity and inclusion

The Court is committed to supporting an inclusive and diverse workforce and welcomes and encourages applications from people with disability, First Nations people, LGBTIQA+ people, people from culturally and linguistically diverse backgrounds, mature age workers and young workers. The Court is committed to supporting an inter-generational workforce, gender equity and families. The Court will provide reasonable adjustments for candidates to participate equitably in the recruitment process and discuss workplace adjustments to fulfill the inherent requirements of the role. 

Artificial Intelligence (AI) in recruitment

Candidates may use AI tools to assist with their participation in this recruitment process unless otherwise advised. Where AI tools are used, candidates are responsible for ensuring that all information submitted is transparent, accurate, and genuinely reflects their own skills, capabilities, and experience.

For more information, see: Principles for candidate use of AI in Recruitment 

The Federal Circuit and Family Court of Australia Act 2021 (FCFCOA Act), which came into effect on 1 September 2021, merged the Family Court of Australia and the Federal Circuit Court of Australia into a unified court system known as the FCFCOA. The FCFCOA (Division 1) is a superior court that handles the most complex family law cases and serves as the appellate court for family law matters. It operates nationwide, except in Western Australia. The FCFCOA (Division 2), a federal court, shares jurisdiction over family law and child support with Division 1, but also handles general federal law matters, such as administrative law, bankruptcy, intellectual property, and migration law. The Federal Court of Australia entity engages employees under the Public Service Act 1999 to support the Federal Court, the FCFCOA (Divisions 1 and 2), and the National Native Title Tribunal. Established by the 2016 Courts Administration Legislation Amendment Act, each court retains its own identity and judicial independence. FCFCOA employees are covered by the Federal Court Enterprise Agreement 2024–2027.