PERSOLKELLY brings together the legacy and experience of four organisations that shaped the staffing landscape over the past century: Kelly Services, who pioneered the modern temporary help industry in 1946; SKILLED, who crafted the staffing industry in Australia in 1964; Programmed, the leading provider of operations and maintenance services across Australia and New Zealand; and PERSOLKELLY, the largest workforce solutions provider in APAC. Our Federal Government Client is engaging in APS 4 within International Security, Legal and Consular Group (ISG) Location: Brisbane, QLD Length: Ongoing Clearance: Citizen Police Check Our client provides access to secure international travel documentation through timely and responsive passport services in Australia and overseas. They manage each stage of the passport production process including the passport application, lodgment, assessment and printing stages, as well as the service recovery, workload management, and commercial management functions. Key responsibilities: Deliver courteous, prompt, and professional customer service when providing guidance to the public through various channels including face-to-face, telephone or in writing ensuring to use approved scripts or templates where applicable. Use effective judgement and investigative skills to monitor and manage Australian Travel Document applications and passport workflows. Contribute to the management of workload, and resource allocation priorities with a high degree of flexibility. Undertake travel document processing including decision-making and recommendations on the eligibility of applicants for an Australian travel document by providing appropriate determinations that are informed by relevant legislation, regulation, policies, and guidelines. Investigate, resolve, and review standard to moderately complex travel document eligibility and related issues. The definition of standard and moderately complex applications is set by the APO with changes made to that definition as needed from time to time. Propose solutions to senior officers when escalating matters. Skills & Experience Strong customer service skills whilst displaying empathy and emotional intelligence. Ability to problem solve using sound judgement and risk. Agility and flexibility to evolve rapidly to change plans or course of direction to match the reality or demands of a situation. Ability to work under pressure, apply both a sense of urgency and the highest level of discretion and confidentiality. A positive can-do attitude, displaying personal resilience, calmness and focus on achieving objectives, even in difficult circumstances. Capability to identify, assess, and instigate actions independently and complete tasks within appropriate timeframe. Effectively use business applications, tools and new technology to streamline internal processes and service delivery to the Australian Public Ability to interpret and apply relevant legislation, guidelines, policies, and procedures across the spectrum of passport network issues and challenges. If you meet these requirements, please apply now or for a confidential discussion please call Daniel on 0447 789 706 PERSOLKELLY strives for diversity, inclusion and equality of our people. We seek a workforce that is representative of the communities we work in. We encourage people of all cultures, gender, age, sexual orientation or abilities to apply. Who are we At PERSOLKELLY, our passion is - and always has been - putting you first. We propel our people forward by supporting their careers in fresh ways, backed by our expertise and capability. We're committed to creating a safe and inclusive environment which values and respects diverse styles, backgrounds, experience and perspectives. We welcome and encourage women, people of Aboriginal and Torres Strait Islander descent and people from diverse backgrounds to apply. So it's over to you. If you would like to join our team, please APPLY now. To learn more about working with PERSOLKELLY, we encourage you to visit our website. Follow our LinkedIn page at linkedin.com/company/persolkelly for the latest updates and insights.