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UM Canberra c/- 100 Chalmers Street
SURRY HILLS 2010, NSW, Australia

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Corporate Support, Corporate Group


Job Description:

The Opportunity: 
The NIAA is establishing an exciting new team to provide support and guidance to our staff – the Employee Experience team. We aim to make employee’s experiences with enabling services positive, productive and efficient. 
The Employee Experience team will manage a corporate helpdesk, assist with on-boarding new staff, provide concierge services and contribute to a range of other functions across the Corporate Group.
The helpdesk function will initially focus on assisting with queries relating to human resources activities, with the aim to scale up to cover all enabling services functions over time. The team will also focus on the employee onboarding process including security vetting, provision of employee equipment and ensuring new staff feel welcomed. 
In this role you will provide advice and answers to queries or facilitate fast and comprehensive answers to more complex queries by referring to business area specialists. You will respond to a high volume of queries via email and phone on a daily basis including queries on pay and conditions, workplace policies, recruitment and onboarding, security clearances, work health and safety and time sheet recording. You will have the opportunity to work with a range of internal and external stakeholders and develop your knowledge of a wide range of issues.
As the single entry point into the Corporate Group, it is essential that we have a strong customer service focus and a desire to find answers and solve problems. Full training and support will be provided. You will be supported by a great team and will have leadership support to develop your career.
Specific tasks for all levels includes, but is not limited, to the following:
  • Provide high quality and consistent advice, maintaining high-level customer service to all stakeholders both verbally and in writing
  • Manage customer enquiries in an accurate and timely manner. Making decisions within defined parameters, based on sound subject matter knowledge, research and professional judgement
  • Assist with processing requests for security clearances, provision of equipment and other administrative tasks as required
  • Maintain a well-developed understanding of relevant legislation and policy frameworks (e.g. Enterprise Agreement and HR policies)
  • Support overall team success by collaborating, sharing ideas and knowledge 
  • Identifying and contributing to process improvements
  • Accurate and timely record keeping and filing 
  • Identify enquiries that are urgent and/or need to be escalated, and discuss with the Team Leader where necessary
  • Develop and manage effective working relationships with internal and external stakeholders
  • Assist in the delivery of projects and tasks allocated by the Team Leader and Assistant Director.
The APS 5/6 level will also:
  • Manage complex and sensitive customer enquiries
  • Assist with developing, implementing and/or revising procedures, policies and other helpdesk documentation as required
  • Contribute and drive improvement in quality and efficiency of services across the team and strategic planning for longer-term initiatives
  • Delivery of projects and tasks allocated by the Assistant Director
  • Allocate ServicePortal cases/tasks to team members, considering complexity and workload.
  • Build team capacity through guiding, coaching, performance feedback, and encouraging career development
  • Supervise a small team

Our Ideal Candidate
Our ideal candidate will have the following attributes:
  • Be aware of issues affecting Aboriginal and/or Torres Strait Islander peoples, with a willingness and commitment to develop your cultural competency (see further information below)
  • A positive attitude, willingness to learn and a strong customer service focus
  • Ability to communicate regularly in a clear, timely and effective manner
  • Willingness to receive constructive feedback and adopt a learning mindset
  • Develop positive, effective relationships with team members, take responsibility for individual and team work, be proactive (hands on), supportive and contribute to a positive working environment. 
  • Keep team members and management up to date with the general progress of work and ensure proper records are kept. Understand and respond when urgency is required, and adapt to changes in planning quickly and positively. 
  • Work with colleagues and stakeholders to ensure the successful planning and delivery of services and outcomes. Contribute new ideas and look for solutions to problems.
  • Behave honestly, ethically and professionally as a representative of the Branch and Agency. Treat people fairly, with respect and demonstrate awareness of individual perspectives, including supporting inclusion and diversity.
  • Adhere to all relevant legislation, policies and procedures. Uphold and promote the APS Values and APS Code of Conduct.

What We Offer:
  • We are an Agency with significant autonomy, national reach, and due to our size can move fast.
  • We offer a space where you can bring your ideas and your enthusiasm for helping people.
  • We offer an attractive remuneration package, including generous employer superannuation contributions and a flexible, diverse and inclusive workplace for you to develop your expertise and achieve your ambitions.
  • To be eligible for this position you must be an Australian Citizen. 
  • The occupant must be able to obtain and maintain a Baseline Vetting (Protected) level security clearance, or hold a current security clearance of an appropriate level.  
  • The successful candidate will be required to be assessed through our pre-employment screening checks, such as an Australian Criminal History Check

How to apply:
If this sounds like the opportunity you are looking for, we want to hear from you!  Submit an online application through the NIAA Careers Page by 11:30pm 5 October 2022 AEDT.


Other: Other

Job ID:


Employment Type:

Full time


Canberra, ACT, Australia


Corporate Support, Corporate Group






APS Level 4 ($72,403 - $77,432) / APS Level 5 ($79,941 - $85,464) / APS Level 6 ($88,419 - $99,363) per year