55725, several

Closes: 12 November 2025

Classification: Administrative Services Officer Class 6
Salary: $100,650 - $114,448 plus superannuation
Position No: 55725, several
Directorate: City and Environment
Advertised (Gazettal date): 29 October 2025
Contact Officer: Karl Spulak on Karl.Spulak@act.gov.au or (02) 6205 3949

---

Details: An exciting opportunity exists to play a key role in the provision of Government Services to the ACT Community. Access Canberra Contact Centre is seeking applications to temporarily back-fill vacant Team Leader positions with the possibility permanency.

The Contact Centre offers a comprehensive suite of services, including reporting safety and municipal services concerns, handling vehicle-related transactions, administering personal identity processes and payments for government accounts. Additionally, the Contact Centre supports the State Emergency Services (SES) during severe weather events.

The Contact Centre Team Leader is a critical leadership role focused on the active development, coaching, and performance management of a team of Customer Service Officers (CSOs) who deliver essential services for the ACT Government, ensuring all CSOs are fully equipped with the skills, knowledge, and support needed to consistently provide high-quality customer service and achieve their professional goals. The Team Leader is also responsible for driving operational excellence, which includes proactively managing daily staff allocation and resources, monitoring service quality, and achieving high customer satisfaction. As an integral part of the leadership team, they contribute to business planning and continuous improvement initiatives, resolve complex operational issues, and are accountable for maintaining a safe, highly motivated working environment. This role involves direct staff supervision; rostered weekday shifts and participation in the after-hours on-call roster.

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:

• Minimum 24 months experience in a contact centre environment.

Essential:

• This position requires that applicants are available outside business hours during emergency events.

Notes: This position is available immediately for a period of three 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 vacancies over the next 12 months. Selection may be based on application and referee reports only. This position includes a combination of working from home, designated office based and FlexiSpace working locations across the ACT and is a workplace designed for activity-based working (ABW). Under ABW arrangements, officers will not have a designated workstation/desk.

How to Apply:

Please submit a maximum two-page pitch that tells the selection committee about your ability to perform the advertised role (Knowledge, Experience, Skills, Behaviour) and why you are the best person for this role. The pitch should:

• Show that you have the capabilities in the “What you Require” section of the Position Description including Professional/Technical Skills and Knowledge, and Behavioural Capabilities.
• Demonstrate your capacity to perform the duties and responsibilities detailed in “What You Will Do” at the specified classification including examples of how you have done this in the past.
• Tell the panel how your abilities, ingenuity, experience and qualifications make you the best person for this role.

Applicants must submit a current curriculum vitae including details of work history (roles, timing, responsibilities and achievements), qualifications and two referees including their contact details.

Applicants should note that a Joint Selection Committee (JSC) established in accordance with the collective/enterprise agreement provisions will assess all applications for this position. 

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.

#LI-DNI

Note

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