04986

Closes: 16 February 2026

Classification: Administrative Services Officer Class 3
Salary: $78,755 - $84,284 plus superannuation
Position No: 04986
Directorate: City and Environment
Advertised (Gazettal date): 09 February 2026
Contact Officer: Jessica S Gibson on JessicaS.Gibson@act.gov.au or (02) 6207 6962

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Details: Support. Deliver. Improve. Shape Digital Customer Experience.

Are you a motivated and detail‑focused administrator who thrives in a fast‑paced environment? Do you enjoy helping customers, solving problems, and supporting efficient digital services for the community?

If so, Access Canberra’s Digital Applications Team (DAT) is looking for you!

As an Administration Officer, you will play a vital role in supporting the processing of digital applications, responding to customer enquiries, and contributing to high‑quality service delivery across multiple regulatory and service areas.

Why Join Us?

• At Access Canberra, we help people, businesses and community organisations interact with ACT Government services easily and confidently. Working in the Digital Applications Team, you will enjoy:
• A dynamic role where no two days are the same.
• Opportunities to learn new systems and develop your administrative and customer service capability.
• A collaborative team culture that values communication, curiosity and continuous improvement.
• Flexible work arrangements within a modern activity-based environment.

What You’ll Do

In this role, you will:

• Provide high‑quality customer service and support positive customer experiences.
• Assess and process digital applications and transactions in line with relevant legislation, policies and procedures.
• Deliver accurate advice to customers navigating Access Canberra services.
• Manage competing priorities and work efficiently in a fast‑paced operational environment.
• Prepare written responses and undertake a range of administrative tasks, including printing and mailing correspondence.
• Navigate multiple computer systems to support transactions and ensure compliance with relevant requirements.
• Maintain records in accordance with the Territory Records Act 2002.
• Collaborate with internal stakeholders and contribute as an effective team member.

What We’re Looking For:

• Demonstrated experience in delivering positive customer‑focused outcomes.
• Strong written and verbal communication skills.
• Ability to learn and use a range of business and computer systems effectively.
• Ability to assess applications and process transactions in accordance with legislation, policies and procedures.
• Capacity to understand, interpret and apply work practices, procedures and guidelines.
• Ability to work both independently and as part of a team in a fast‑paced, high‑pressure environment.
• Professionalism, self‑awareness and commitment to ACTPS values, the Code of Conduct and the Respect, Equity and Diversity framework.

We are committed to creating an inclusive environment where people with diverse thoughts, lived experience, and perspectives can thrive and contribute their unique talents to the ACTPS and ACT community. We encourage Aboriginal and Torres Strait Islander people, people with disability, people with culturally and linguistically diverse backgrounds, veterans, younger and older workers, and people with diverse genders, sexes and sexualities to apply.

Eligibility/Other Requirements:

Highly Desirable Skills:

• Experience using Microsoft Office programs.
• Knowledge of customer relationship management systems such as Salesforce.

Notes: A merit pool will be established from this selection process and may be used to fill future vacancies over the next 12 months.

How to Apply: If you think you are the right person to fill this role, please submit:

1. An up-to-date curriculum vitae.
2. A two-page pitch outlining your skills, experience, and suitability for the role - see below for ‘Helpful tips for writing a successful application’.
3. Contact details for at least two referees, including one current supervisor.
4. A short video(two minutes maximum)- this is an opportunity to sell yourself and demonstrate your communication skills. Your video should complement your written application and curriculum vitae – see below for ‘Helpful tips for making your video’.

In your video you should:

• Tell us who you are
• What attracted you to this role in Access Canberra

Thinking about duties of the role you are applying for and the environment you will be working in, using the S.T.A.R method (Situation, Task, Action, Result) to answer the following question:

• Describe a situation where you used your communication skills to win over a challenging customer or stakeholder. What did you do and what was the outcome?

Additional Information for applicants

How to create and submit your video

1. Sign up to create an account with Dropbox or Google Drive.
2. Record a short video (two minutes) on your preferred device.

• Using Apple devices (iPhones, iPad) – how to guide
• Using Android phones – how to guide

3. Upload a video file in Dropbox or Google Drive.

   
   How to upload video files

   • Dropbox - How to upload and download files in Dropbox | Dropbox Help
   • Google Drive - Upload files and folders to Google Drive - Computer - Google Drive Help
4. Copy the link to your video and send it with your application and curriculum vitae.

How to share and copy link to video files

• Dropbox - How to share files from your phone or tablet | Dropbox Help
• Google Drive - Share folders in Google Drive - Android - Google Drive Help

Helpful tips for making your video

Read the Position Description/s carefully - try not to waste time talking about anything that isn’t relevant to the role.

• Plan before you film
• Write down what you want to say
• Don’t recite your curriculum vitae or your written application – work off a script but don’t read it word for word
• Use a different example to the ones used in your written application – try and use a recent example that is relatable to the position you are applying for
• Think about what you will wear – make a good first impression
• Practice, practice, practice
• Choose a well-lit setting and reduce background noise, use an appropriate background, turn the volume up
• Record it
• Watch your video and get someone else to watch it too - re film or edit as necessary
• Check the visual and audio quality of the final product and that you have saved in the correct format, and it is sharable/accessible
• If you experience any difficulties in producing a video, please call the contact officer for advice.

Helpful tips for writing a successful application:

• Providing specific evidence-based examples of your past experience, will show the selection panel that you understand the position requirements and that your capabilities will enable you to perform well in the role.
• Ensure your examples to the Selection Criteria address all the points listed under each of the headings (Skills, Knowledge, Behaviour). You don’t have to have a separate answer for each point - one example that covers all the points is acceptable. However, if you feel you need to provide more than one example to cover each of the points adequately that is ok too.
• The STAR model below is one of the ways that you can structure your written response to help demonstrate your capabilities, using specific examples:

The below is a example of a SUITABLE response utilising the S.T.A.R method.

• SITUATION –While working in the Contact Centre I answered a call from an elderly gentleman wanting to place an order online and he was having problems selecting the product he needed and making the payment over the phone.
• TASK – I saw it as my task to spend time patiently helping the gentleman choose the products he was after and to talk him through the payment process, reassuring him along the way.
• ACTION – I started off by asking him a series of questions to ascertain which products he needed. Once we had achieved that stage, I then explained in detail how we would use his payment details to process the payment, and that his details were totally secure. I then took the payment details and his address for delivery. I also upgraded him to our free express delivery service to provide further reassurance that he would receive his goods quickly.
• RESULT – Although the customer was initially confused and struggled to find the products he needed, I managed to talk him through everything successfully by being patient and methodical in my approach. The customer was very happy with the service, and he has since used our company again to buy products.

The below is an example of an UNSUITABLE response which doesn’t follow the STAR method:

• I have been working as a customer service officer for the past five years.  I have the skills and experience to fulfill the duties of the advertised role. I am friendly and outgoing and like to help people.  I receive lots of great feedback from my customers and my supervisor.  I would really like the opportunity to work in your organisation.
• I am a really great communicator.  I have 15 years of experience in general administration roles. In my last job we were required to prepare statistical reports, and I did it well.
• I think that a good leader is someone who can communicate a clear vision. If I was in a business improvement position, I would find solutions to system inefficiencies.

Proofread: Each of your responses to the Selection Criteria should be free from errors, concise, precise, and relevant, factual, and positive and about your capabilities and experience

Ready to innovate, and make an impact? Apply now!

Applications should be submitted via the Apply Now button below.

City and Environment

City and Environment Directorate was established on the 1 July 2025. This new directorate is an amalgamation of positions previously advertised under Environment, Planning and Sustainable Development Directorate and Transport Canberra and City Services Directorate.

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