20006

Service Support Officer
Full-time Temporary with a Possibility of Permanency

Closes: 17 February 2026

Classification: Administrative Services Officer Class 4
Salary: $86,750 - $93,416 plus superannuation
Position No: 20006
Directorate: City and Environment
Advertised (Gazettal date): 10 February 2026
Contact Officer: PatriciaX Ryan on PatriciaX.Ryan@act.gov.au or (02) 6207 8197

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

Are you a detail‑focused problem‑solver who enjoys helping customers navigate digital government services?

Do you thrive in a dynamic operational environment where accuracy, communication and teamwork matter?

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

The Service Support Officer (ASO4) plays a central role in delivering high‑quality digital services by assessing online applications, resolving enquiries, and ensuring customers and stakeholders have a smooth and confident experience interacting with ACT Government services. This position supports day‑to‑day digital operations, contributes to process improvements, and works collaboratively across Access Canberra business areas.

This is a great opportunity to build your digital, administrative and customer‑service capability while making a real impact in how the Canberra community engages with government services.

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 fast‑paced role where no two days are the same.
  • The opportunity to grow your skills across digital systems, online applications and customer service.
  • A supportive and collaborative team culture.
  • Flexible working arrangements within a modern hybrid environment.
  • The satisfaction of knowing your work directly helps people navigate important government processes.

What You’ll Do

In this role, you will:

  • Provide accurate, timely and customer‑focused service across digital channels.
  • Assess and process a wide range of online applications and enquiries in line with legislation, policy and established procedures.
  • Resolve customer queries or escalate complex matters when required.
  • Prepare clear written communication to support effective service delivery.
  • Identify workflow or system issues and contribute to continuous improvement.
  • Use multiple digital systems, including knowledge bases, to process transactions and provide advice.
  • Build strong working relationships with stakeholders across Access Canberra.
  • Maintain accurate records in accordance with the Territory Records Act 2002.
  • Model ACTPS values and contribute positively to team culture.

What We’re Looking For:

We’re looking for someone who can deliver high‑quality digital services with accuracy, professionalism and a customer‑centred approach. You will bring:

  • Strong customer service capability, with the ability to provide accurate advice and resolve enquiries across multiple channels.
  • Clear and effective written and verbal communication skills, including the ability to prepare accurate correspondence and engage with customers and stakeholders.
  • The ability to manage competing priorities, assess applications under general direction and navigate multiple digital systems to support service delivery.
  • An understanding of, or the ability to quickly learn, relevant legislation, policies, procedures and regulatory requirements, and apply them accurately in day‑to‑day work.
  • Knowledge of digital service delivery processes, including workflows, knowledge bases and transaction processing, or the ability to quickly develop this knowledge.
  • Awareness of continuous improvement principles, with the ability to identify process or system issues and contribute to better customer and operational outcomes.
  • Professionalism, accountability and resilience in a dynamic operational environment, along with a collaborative approach to working across teams.
  • A commitment to ACTPS values, the Code of Conduct and the Respect, Equity and Diversity framework.

Eligibility/Other Requirements:

Highly Desirable Skills:

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

Notes: This is a temporary position available immediately for a period of six months with the possibility of extension up to 12 months and/or permanency.

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:

  • Tell us about a situation where you had to manage competing priorities while working across multiple systems or processes. How did you stay organised, maintain accuracy and ensure the customer received the right 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.
  1. Upload a video file in Dropbox or Google Drive.


    How to upload video files

  2. Copy the link to your video and send it with your application and curriculum vitae.

How to share and copy link to video files

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 an 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.

Where an offer of employment is for a fixed-term period, any related temporary contracts within the Territory will be issued in compliance with the requirements and applicable exceptions outlined in the Fair Work Act.

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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Note

This is a temporary position available immediately for a period of six months with the possibility of extension up to 12 months and/or permanency.

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