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Australian Bureau of Statistics
Position Level: 
APS Level 3
$56,955 to $64,202
Belconnen, ACT
Job type: 
Closing date: 
24 September 2020
To event remaining 40 days

The role of a Customer Service Team Member is to provide a consistent point of contact to assist Census customers and resolve queries related to the Census.

We are seeking motivated people with exceptional customer service skills, have strong problem-solving skills, show initiative and curiosity and are willing to work within a roster-based team environment.

The successful applicants will be able to demonstrate all or most of the following skills, qualities and experience:

  • client focus
  • experience in customer-facing roles
  • proven interpersonal skills and ability to work in a team
  • demonstrated lateral thinking and problem-solving skills
  • demonstrated initiative, motivation and a positive work ethic

Key duties

You will provide support to Services Australia and members of the public via the Census Agent Tool (CAT). As an APS3 in the Escalation Team you may be required to:

  • Work to a roster answering phones calls from a queue and managing an email workload
  • apply troubleshooting techniques to resolve customer queries at first point of contact
  • use investigatory skills to determine the nature of an enquiry while building rapport with the client
  • follow and document prescribed procedures
  • perform additional tasks as required from time to time by the Escalations Manager.

In addition to email and call duties, you will also continuously work on improving:

  • Knowledge based articles for resolution at first contact with Services Australia
  • CAT procedures
  • Educating customers about the benefits and use of Census data.


To become a Customer Service team member, you must meet the following eligibility requirements:

  • Australian citizenship – You must be an Australian Citizen or have the legal right to work in Australia. Evidence will be required during pre-employment screening. Preference will be given to Australian citizens.
  • Character checks – If you are found suitable for employment, you will be required to undergo a number of pre-employment checks which will include an identity check, and national police check.
  • Health Self-assessment – As part of your application, you are required to complete a health self-assessment to demonstrate you are fit and able to safely perform the role.

The filling of this vacancy is intended to constitute an affirmative measure under section 8(1) of the 'Racial Discrimination Act 1975'. This vacancy is only available to Aboriginal and/or Torres Strait people.

Getting to know the Australian Bureau of Statistics

The Australian Bureau of Statistics' (ABS) purpose is to inform Australia's important decisions by partnering and innovating to deliver relevant, trusted, objective data, statistics and insights.

As the national statistical authority for Australia and provider of statistical services to the states and territories, we focus on three priorities:

  • Providing high quality official statistics and insights
  • Transforming the ABS for the future
  • Delivering new statistical solutions to maximise the value of public data.

We operate in a dynamic, continually transforming environment. New technology, statistical methods and opportunities for accessing and integrating data are becoming available, growing the potential to provide new insights into matters of importance to Australians, businesses, and community organisations.

The ABS houses permanent offices in Canberra, Sydney, Melbourne, Brisbane, Adelaide, Perth, Hobart, Darwin, Dandenong and Geelong. We also have a number of field staff working across all parts of Australia. We encourage and value a diverse workforce. Aboriginal and Torres Strait Islander people and people with a disability are encouraged to apply.

For more information: 
Joel Bennett
(02) 6126 4200
Position number: