The Australian Embassy Beijing seeks applications from suitably qualified persons to fill the position of Client Services Officer (LE2) within the Department of Immigration and Border Protection.
Please see the attached for the position description and selection criteria. We are seeking high quality written applications.
How to apply
Your application, written in English, must include:
- A Statement of Claims for the position, separately addressing each of the selection criteria (maximum 2 pages); and
- A Curriculum Vitae (maximum 2 pages); and
- Contact details for two work-related referees, including current supervisor.
Applications should be submitted in writing by email to the Human Resources Section of the Australian Embassy, Beijing at: [email protected].
Applications submitted via email should be in either Word or PDF format with a maximum email file size of less than 2MB.
The closing date for applications is 9am Beijing time on Friday 3 February 2017. Applications received after the closing date and time will not be considered.
Applications that do not address the selection criteria will not be considered.
For further information about this position, please contact [email protected].
Please note: only applicants short-listed for interview will receive a written reply. If you have not received any communication from the Human Resources Section within four weeks after the close of applications, please consider your application unsuccessful. Thank you for your understanding and your interest in working at the Australian Embassy.
Selection Criteria
Applicants should address all five (5) of the selection criteria below, clearly outlining their claims and specific experience that makes them suitable for this position.
- Ability to provide excellent client service to clients, and/or liaising with stakeholders, from a diverse range of backgrounds.
- Well-developed oral and written English and Chinese communication skills.
- Ability to work effectively, cooperatively and with flexibility in a team environment, demonstrate initiative, respond to priorities and meet deadlines.
- Proficiency in accurate clerical and administrative work using computer systems, and an ability to work with DIBP-specific and Embassy-specific software.
- Capacity to develop a sound understanding of DIBP legislation and policy and to apply both in relation to applications for entry to Australia.
Mandatory Criteria:
- Ability to communicate fluently in oral and written Mandarin Chinese.
Position Description – Beijing - 2017
|
Agency |
Department of Immigration and Border Protection (DIBP) |
|
Position number |
BJ8-002 |
|
Title |
Client Services Officer |
|
Classification |
LE 2 |
|
Division/Section |
DIBP |
|
Reports to |
Client Services Manager |
About the Department of Immigration and Border Protection (DIBP)
DIBP is responsible for a diverse portfolio including managing migration, humanitarian and citizenship policy and programmes. It works to keep Australia secure through border management and facilitates travellers to enter Australia on a temporary or permanent basis. DIBP strives to make fair and reasonable decisions for people entering Australia, ensuring compliance with Australia’s immigration laws and integrity in decision-making.
About the position
Under supervision and within established policies, guidelines and procedures, Client Services Officers provide customer service on a wide variety of requests. The key responsibilities include, but are not limited to:
- Undertake a wide variety of client service, counter and administrative tasks
- Provide client services in accordance with the Client Service Charter and within the specific requirements of DIBP Beijing, including dealing with escalated client enquiries in a professional manner.
- Undertake the assessment of Citizenship by descent applications, in accordance with relevant laws and policies, to the decision-ready stage.
- Manage client appointments, including for Citizenship by descent applications, urgent application lodgement and certification of documents.
- Undertake the receipt of visa applications by Approved Destination Status (ADS) travel agents and the Ministry of Foreign Affairs (MFA), including:
- Registering visa applications
- Writing case notes and correspondence according to standard and agreed formats
- Undertake the collection and reconciliation of visa application fees, ensuring compliance with relevant financial legislation and instructions.
- Monitor DIBP Beijing email enquiries and respond to client enquiries, including managing client requests for movement records, passport updates and cancellation.
- Check the DIBP telephone enquiry line voicemail, maintain accurate information on the voice tree and respond to enquiries
- Liaise with other workgroups in the DIBP Beijing Visa office and perform other administrative support duties as required.