Client Service Officer - Bail Office
Full-time Temporary with a Possibility of Permanency
Closes: 28 June 2022
Classification: Administration Services Officer Class 4
Salary: $76,255 - $82,566 plus superannuation
Position No: 2119, several
Directorate: Justice and Community Safety
Advertised (Gazettal date): 15 June 2022
Contact Officer: Danielle Campbell on Danielle.Campbell@courts.act.gov.au or (02) 6207 2393
Details: We are looking for new team members to join our Criminal Section – the Bail Office Team!
The Registry is the backbone of the Supreme and Magistrate Courts operations. In the last year alone, we assisted the Courts to finalise over 14,000 criminal and civil matters, across all their jurisdictions. And that’s not counting thousands of enquiries and files which we handled.
Our work is unique, interesting and client focused. Our people are our superpower. As a team, we are a diverse group of individuals, but we have a few key things in common. We are passionate about justice! We love providing great client service. We are a closely knit bunch who have each other’s backs. And good administration and governance runs in our veins.
We have a couple of long-term vacancies in our Criminal Section – the Bail Office Team.
This team is the face of Bail Office operations and deals with a wide variety of clients in the criminal jurisdiction. You will never be bored in your job as no two days are the same. This is a great opportunity for anyone who’s interested in a career in court administration. As we say, start here and go anywhere!
Given the public facing and client service nature of these roles, you will also be in the thick of it, making decisions and calls on a range of matters, managing strict deadlines, processing and quality assuring court orders and documents, lists matters for future court hearings and dealing with and answering enquiries from parties, legal profession and members of the public who attend the Court. As you will be making decisions under various laws and rules, you will need to exercise powers as a Deputy Registrar of a particular court.
This role will see you become a true master of criminal procedure and court processes. And more importantly, you will play a part in helping clients on their justice journey through the Courts, which – as you can imagine – is often not an easy one. Your excellent customer service, smile and helpfulness will make all the difference.
Who are we after?
To be successful in being selected for these roles, you’ll have highly developed administrative skills and be a great communicator. You will work well under pressure in a fast-paced, high-volume office. As you’re the Criminal Section’s ambassador with the legal profession, our clients and the public, your client service must be up there – think Emirates, First Class!
You’ll be a self-starter who takes initiative and works well in a small team. The role is a technical one with lots of moving pieces. So, you must be willing to learn a lot and learn it fast. You will rely on your high levels of resilience and your ability to deal with challenging clients, subject matter and material. You must have a strong track record of meeting deadlines while achieving high levels of quality and accuracy. Your digital skills will be polished, especially in MS Office, and so will be your ability and aptitude to quickly learn our IT systems.
If this sounds like you, we’d love to hear from you!
For more information, please contact Ms Rylee Ferrier, Senior Team Leader – Magistrates Court Criminal, on (02) 6205 4902 or Ms Danielle Campbell, Assistant Director Criminal on (02) 6207 2393.
The ACT Public Service supports workforce diversity and is committed to creating an inclusive workplace. As part of this commitment, Aboriginal and Torres Strait Islander peoples, people with disability, culturally diverse people and those who identify as LGBTIQ are encouraged to apply.
Note: These are temporary positions available immediately for a period of up to 12 months and/or permanency.
Candidates may be selected from application and referee reports only. The Selection Committee may also ask the candidates to complete a work sample test or attend an interview.
A merit pool will be established from this selection process, and it may be used to fill other similar vacancies in the branch over the next 12 months.
How to Apply: Please submit the following:
- Your up-to-date curriculum vitae (max three pages)
- A completed Referee Report from your current or most recent (not older than 12 months) supervisor - please use this Referee Report template;
- your referee will need to rate your skills and abilities (using the Rating Scale in the template), and provide a comment (max 100 words) against each criterion set out under the ‘Professional / Technical Skills and Knowledge’ and ‘Behavioural Capabilities’ headings
- Tip: we suggest that you pre-fill the template with the following before giving it to your referee to complete: Applicant Details, Details of Position Applied For, Referee Details, and insert each criterion (cut and paste from the Position Description as per above point) so to make it easier for your referee to provide ratings and comments
- A document with answers to the following four selection questions:
- Question 1: Provide an example of when you provided a client service in fast-paced, high-volume environment while managing multiple competing tasks. How did you do it and why? What made your approach successful? Reflecting on the situation, what could you have done differently, if anything?
- Question 2: Please provide an example of when you had to deal with a client who was angry because your colleague made an error. How did you approach the situation and why? What was the outcome for the client? Did you provide any feedback to your colleague? If not, why not?
- Question 3: Provide an example of when you interpreted a legislative provision, policy or guideline, and made a decision by applying it. What guided your decision making and what were your key considerations? How did you know you applied the provision correctly?
- Question 4: Provide an example of when you had to make an immediate decision in a critical situation but where you did not have all the fact. How did you approach the situation and why? Were you satisfied with the result and why?
- Each answer should be no more than 350 words (that is, 1,400 words all up). Please use headings to mark clearly and separate each answer (e.g., Answer to Question 1).
- Tip: Please use the STAR model to structure your answers to selection questions. For more information, please refer to page 9 of the Applicant Information Kit available from: https://www.jobs.act.gov.au/how-we-hire/prepare-your-application. There is no need to address each capability separately.
Applications should be submitted via the Apply Now button below.