Client Service Officer - Migration

Purpose of Recruitment

The Court recently received additional funding to assist with efficiently resolving migration cases, including the appointment of additional Judicial Registrars, Cultural Liaison Officers and support staff.

Each of these new roles will work cohesively to drive forward the Court’s dynamic reform agenda – to improve the effectiveness and efficiencies of the Court’s migration caseload, while providing appropriate and tailored support services to refugee and migrant litigants.

This recruitment is an exciting opportunity to be involved in and influence continued important migration reforms, which will improve access to justice and reduce delays in migration proceedings. The recruitment of Client Services Officers will assist the Court to:

• Enhance the ability of the Court to respond to emerging trends in the migration caseload,
• Alleviate workload pressures on judges and make the Court process as efficient as possible,
• Improve culturally responsive support to culturally and linguistically diverse court users, and
• Implement improved policies, practices and procedures to drive efficiencies in the Court’s migration jurisdiction.

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.

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.

Recruitability

RecruitAbility applies to this vacancy. Under the RecruitAbility scheme, you will be invited to participate in further assessment activity if you choose to apply under the scheme, declare a disability and meet the minimum requirements for the role. For more information, please visit https://www.apsc.gov.au/recruitability

Agency Overview

The Federal Court of Australia entity is the administrative organisation that engages employees under the Public Service Act 1999 to work in roles sitting in one or more of the following courts or Tribunal: the FCFCOA (Division 1); the FCFCOA (Division 2); the Federal Court of Australia, and the National Native Title Tribunal. The Courts Administration Legislation Amendment Act 2016 established the Federal Court entity however, each court continues to maintain its distinct statutory identity, with separate functions and judicial independence. Employees engaged by the entity and working in roles in the Court are covered by the Federal Court of Australia Enterprise Agreement 2024–2027.

Recruitment Process

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

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

Applications close: 11pm (AEST) on 1 September 2026

For more information, confidential enquiries can be made to Keira Bradley, Manager - National Migration Support, by email to keira.bradley@fcfcoa.gov.au.