Client Service Officer
Job No:
FedCourt15
Location:
Melbourne, VIC
- Federal Court Staff Level 4 (APS Level 4)
- $61,936 - $67,247 per annum, plus superannuation
- Non-ongoing, full-time (10 month contract with the possibility to become ongoing)
- Melbourne CBD
Organisational Context
The Federal Court of Australia was created by the Federal Court of Australia Act 1976 (Cth) as a superior court of record and a court of law and equity. Its overarching goal is to contribute to the social and economic development and wellbeing of all Australians by applying and upholding the rule of law. It sits in all capital cities and elsewhere in Australia when necessary. The Court has jurisdiction in relation to almost all civil matters and some summary and indictable criminal matters arising under Australian federal law. The Court is able to hear cases in relation to admiralty, bankruptcy, competition, consumer protection, corporations, fair work, human rights, intellectual property and native title. It also has the power to review some Federal Government decisions in areas such as social security, immigration and taxation.
Position Overview
The role operates within a small team of three (a Registrar, a Legal Case Manager and a Client Service Officer). That team forms part of the broader registry team. All staff are expected to be flexible and adaptable to moving across teams as required, in response to work demands, staff leave and other operational reasons.
The Client Service Team provides service to all court clients as well as providing high level docket and/or case management support to Judges, Registrars and their staff.
The Federal Court has a wide jurisdiction, so Client Service Officers must be flexible in their approach to work and be willing to learn and adapt to new procedures. The successful applicant will have excellent communication skills with the ability to effectively liaise with a diverse range of stakeholders. They will also need the ability to understand and apply complex rules and regulations combined with careful attention to detail. Skills in database management and general records management are essential.
Working as part of a small team in a busy Registry, this role requires someone who demonstrates a high level of professionalism and initiative, taking personal responsibility for progressing work to ensure objectives are met.
Major Activities
On a day-to-day basis, Client Service Officers provide the following services:
- Attending to telephone, counter, eLodgment and email enquiries;
- Providing accurate procedural advice when interpreting various rules & regulations of the Federal Court and Federal Circuit Court;
- Assist in the efficient case management of court listings, including booking interpreters, corresponding with parties, etc;
- Assessing court documentation for completeness, ensuring prescribed forms are used and that there is compliance with court rules;
- Updating information on the Court’s case management systems, maintaining a high degree of accuracy in data entry;
- Providing high quality docket support to Federal Court and Federal Circuit Court Judges;
- Generating invoices, ensuring correct fees are paid and that all hearing fees are correctly applied and invoiced;
- Typing and/or the authentication of orders;
- Processing of documents and applications filed via the Court’s eLodgment system;
- Interacting and providing support for related eServices, including the Electronic Court File.
Key Relationships
External Relationships:
- Legal practitioners & other court clients – Provide procedural information and the highest level of quality client service.
- Interstate Registries – Liaise with other registries regarding hearing dates, filing of documents and videoconference listings.
- Other courts/Tribunals –Receipt and return of files & other documents.
- Interpreter providers – Book and confirm interpreters for appropriate court matters.
Internal Relationships:
- Registrars – Liaise on complex enquires regarding court rules & regulations. Establish strong knowledge of Registrars’ operations such that you can backfill the Legal Case Manager role, as required, from time to time.
- Judges’ chambers – Liaise with Judges and their staff regarding docket support, listing of matters and hearing fees.
- The Registry Management Team (Director of Court Services) – Communication about the day to day operations of the Registry.
- Listings Coordinator – videoconference bookings, daily court listings and other related activities.
- Legal Case Managers – Assist in the management of allocated docket team support.
- The Federal Circuit Court – Liaise with staff and Federal Circuit Court Judges regarding docket support, listing of matters and general queries.
Competencies & Attributes
1. Courtesy and Client Service
Courtesy and Professionalism – Deals with clients and Court staff with courtesy and respect. Communicates messages professionally.
Service Delivery – Demonstrates an understanding of client service standards and works to achieve those standards. Looks for and proposes improvements.
Problem solving –Demonstrates an ability to identify problems, propose solutions and work within and across teams to get the right result.
2. Innovation and Continuous Improvement
Focus on improvements –Considers and communicates opportunities for improving Court processes.
Response to change –Responds in a positive and flexible manner to change.
Personal Development –Demonstrates self-awareness and a commitment to personal development.
Technology –Demonstrates an understanding of existing Court applications and the role of technology in the future of the Court, and seeks to use relevant technical applications efficiently and effectively.
3. Excellence in Professional Practice and Procedure
Professional Knowledge –Demonstrates a good knowledge and acceptance of the relevant legislation, policies, practice and procedures and service standards. Understands the role of the Court and its place in the Australian legal system.
Procedural Excellence – Follows work procedures accurately providing sound procedural advice where applicable.
Achieves Results –Establishes task plans and simple project plans in consultation with colleagues/management.
4. Working Relationships &Leadership
Leadership and Mentoring –Identifies opportunities to work with colleagues and management to draw on their perspective and expertise.
Team work – Demonstrates an ability to work as a team member and offer support to other members of the team as necessary. Demonstrates an ability to work with limited direction, establish priorities, organise workload and meet deadlines.
Communication –Communicates clearly and positively, including actively listening to colleagues and clients. Shares information and ensures others are kept informed of issues.
5. APS Values and Relevant Workplace Policies
Demonstrates an awareness of and commitment to the Court's and APS policies (e.g. APS Values and Code of Conduct, Harassment and Bullying , OH&S etc).
Eligibility
Employment with the Court is subject to the conditions prescribed in the Public Service Act 1999, and the following:
- Australian citizenship – the successful applicant must hold Australian citizenship;
- Security and character clearance – the successful applicant must satisfy a Police Records Check, and may also be required to complete security clearances during the course of their employment;
- Health clearance – the successful applicant may be required to complete a health declaration or attend a medical assessment to confirm their fitness for duty.
Interested candidates who have received a redundancy benefit from an APS agency are welcome to apply, but note that they cannot be engaged until their redundancy benefit period has expired.
How to Apply
To be considered you will need to upload a comprehensive statement of claims against the selection criteria, attach an up to date resume and any relevant qualifications by 11:55PM AEDT on 2 February 2018.
For more information contact Louise Kenworthy or Thomas Stewart, by email (louise.kenworthy@fedcourt.gov.au or Thomas.stewart@fedcourt.gov.au) or phone (03) 8600 3375.