Client Service Officer

Job No: FedCourt170

Location: Melbourne, VIC

Closing Date: 7 Mar 2019 AEDT

Division: Federal Court of Australia
Section: Client Services
Classification: Australian Public Service Level 4 (APS4)
Salary: $63,794 - $69,264 per annum, plus superannuation
Job Type: Non-ongoing, full-time to the end of the financial year with possible extensions up to a maximum of 3 years.
Reports to: Director Court Services

Overview of Agency
The Federal Court of Australia (the Entity) is a non-Corporate listed entity for the purposes of the Public Governance, Performance and Accountability Act 2013 (PGPA Act) and a statutory agency for the purposes of the Public Service Act 1999. The Entity supports the operations of the Federal Court of Australia (FCA), Family Court of Australia (FCoA), the Federal Circuit Court of Australia (FCC) and the National Native Title Tribunal (NNTT). The FCA, FCoA and FCC are Chapter III Courts under the Australian Constitution and continue to operate as individual judicial jurisdictions.

Court Jurisdiction
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).

Selection Criteria

1. Strong Client Service focus and proven experience in the provision of front line client service in a high volume environment. 
2. Excellent clerical skills including the ability to assess documentation for form and completeness combined with high standards of accuracy and productivity.
3. Excellent interpersonal skills plus an ability to deal efficiently with a wide range of people. Well-developed oral and written communication skills.
4. Knowledge of the Federal Court’s jurisdiction and procedures, or an ability to quickly acquire such knowledge, together with a capacity to interpret and apply guidelines and rules or legislation.
5. Proven initiative and adaptability. Ability to work with minimal supervision and as an effective member of a team.
6. Previous experience in the use of electronic case management systems and proficiency in the use of the Microsoft Office applications. 
7. Demonstrated knowledge of and commitment to workplace diversity and workplace health and safety practices and procedures. 

Eligibility
Employment with the Federal Court of Australia is subject to the requirement of the Public Service Act 1999. The following requirements also apply:

• Australian citizenship – the successful applicant must be an Australian citizenship, unless the Chief Operating Officer waives that requirement.
• National Police Check – 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 must be fit for duties and will be required to complete a health declaration and may be required to attend a medical assessment to confirm their fitness for duty.

Interested candidates who have received a redundancy benefit from an Australian Public Service agency are welcome to apply, but note that they cannot be engaged until their redundancy benefit period has expired, unless the Public Service Commissioner agrees.

How to Apply
To be considered you will need to upload a comprehensive statement of claims against the selection criteria and attach an up to date resume by 11:55pm AEST on 6 March 2019.

For more information contact Ruby Kesselschmidt (Mon, Fri) or Genevieve Aldridge (Tues, Wed, Thurs) on 03 8600 3331.

Please note once you submit your application you will not be able to edit it.