Service Delivery Officer

APS 4 Service Delivery Officer

• APS Level 4 , $80,085 - $86,246
• Adelaide,Brisbane,Melbourne
• Ongoing/Non-ongoing, Full Time/Part Time

Who we are

We are Australia’s National Vocational Education and Training (VET) regulator.

What we do

We regulate providers that deliver VET qualifications and courses to students in Australia or offer Australian qualifications internationally, providers that deliver VET courses to overseas students, and certain providers that deliver English Language Intensive Courses for Overseas Students. We also accredit VET courses to make sure nationally approved standards are met.

Why we do it

We ensure quality VET so that students, industry, governments and the community have confidence in the integrity of national qualifications issues by training providers, and that students are protected from any practices that come at the expense of their ability to gain the required competencies.

ASQA supports and promotes a strong team culture, a safe, healthy and happy workplace and the sharing of knowledge.

Visit our website for more information about ASQA, including our role and how we regulate.

About the Opportunity

We are seeking a Service Delivery Officer (SDO) who is proactive and efficient, with great customer service skills. As an SDO you will operate with limited direction to action moderately complex enquiries and administrative tasks. Operating across multiple locations, SDOs work on a roster up to 7pm on weekdays to cover business hours across Australia

Key responsibilities include:

• managing interactions professionally, responding accurately to phone and written enquiries about regulatory and compliance matters, providing technical support to external system users and responding to student enquires
• answering tip off calls, eliciting relevant information and accurately recording the intelligence received
• working flexibly and collaboratively with team members and other teams within ASQA to achieve team and organisational objectives and service standards
• identifying areas for service improvement and being proactive in providing timely advice to manager about innovations
• performing a range of administrative tasks, including contributing to team projects and developing internal guides, while working independently with limited supervision.

Skills and experience

To succeed in this role, you will have:

1. high level interpersonal, comprehension, written and oral communication skills, including the ability to adapt to a diverse audience, compose well-structured and error-free communications to customers
2. demonstrated sound judgement, problem solving and analysis skills to identify a customer’s reasons for contact, with an ability to provide solutions and advice that maximise first call resolution
3. the ability to proficiently use information technology (IT) systems, such as CRMs and Microsoft Office products, and be able to provide support for external system users
4. demonstrated ability to plan, organise and manage workload to achieve results, with attention to detail and keeping others informed on work progress
5. demonstrated self-awareness and a commitment to continuous learning and personal development, including seeking guidance when required and understanding and acting on constructive feedback positively
6. a demonstrated ability to be a team player with initiative and able to work flexibly and collaboratively to achieve team goals and identity opportunities for service improvement.

What we offer

We are committed to providing a working environment that values diversity and inclusion and supports staff to reach their full potential.

We encourage applications from Aboriginal and Torres Strait Islander peoples, people with disabilities, members of the Lesbian, Gay, Bisexual, Transgender, Queer, Intersex and Asexual (LGBTQIA+) community, people with culturally and linguistically diverse (CALD) backgrounds, and people with neurological differences.

You will be joining a dynamic workforce at ASQA that will support you to thrive in your career.

You will have access to:

• generous leave entitlements
• a competitive salary (with clear and transparent salary progression and scheduled salary increases)
• 15.4% superannuation
• flexible working arrangements that promote work-life balance, including working from home and hybrid working arrangements
• flexible working hours
• professional development opportunities
• health and wellbeing events throughout the year
• free and confidential 24/7 counselling through our Employee Assistance Program (EAP), available for staff and their family members
• a $300 annual healthy lifestyle allowance
• additional paid time off during the Christmas close-down period.

Benefits of working in the APS

• Purpose and meaning - the Australian Public Service (APS) offers a clear purpose and meaningful work where you can make a positive impact in people's lives.
• Opportunities to learn and grow - regardless of where you are in your career or what your skills are, there's a pathway and role for you.
• Community and belonging - we believe everyone belongs. Our leaders are focused on building a workplace which values diverse views, backgrounds, abilities, and perspectives.
• Flexibility and balance - we are committed to offering flexibility for all APS roles. We know flexibility is important so you can balance your work and personal priorities.
• Conditions and lifestyle - be a part of a secure, dynamic public service with great conditions of employment in a diverse range of roles and locations to support your lifestyle.

How to apply

Please read the Australian Public Service Commission’s (APSC) Principles for candidate use of AI in recruitment to understand the expectations related to the ethical, responsible and transparent use of AI when engaging in an APS recruitment process.

It is important that you review the Position Description for more information on the role, including instructions on what to include in your application, before you apply.

Please include the following in your application:

• a 2-page pitch detailing your skills, background, and experience relevant to the role.
• a resume/CV, including the name and contact details of two referees (one should be your current supervisor/manager).

When preparing your pitch and resume, you should consider the relevant duties, selection criteria, skills, values and attributes required for the role, as outlined above and in the Position Description.

If you have questions about this exciting opportunity, please contact Andrea Macleod, Director, Service Delivery via ***email_hidden***.

If you have questions relating to the process, experience technical issues, or require an urgent response, please email [email protected]

Eligibility to apply

• Under Section 22(8) of the Public Service Act 1999, employees must be Australian Citizens to be employed in the APS unless the Agency delegate has agreed, in writing, to the contrary.
• The successful applicant will be required to undergo pre-employment checks including a Federal Police Check and obtain a minimum Baseline Security Clearance (if they do not already hold a clearance).

Notes

• Use of AI by the Panel: Selection panels may use basic artificial intelligence tools (such as Microsoft Copilot) to assist with administrative tasks during the recruitment process. This may include, for example, summarising information or drafting or refining documentation. We use AI to help us work more efficiently, but we do not use AI to make assessment and selection decisions about candidates.
• This position is available as an ongoing or non-ongoing opportunity. Non-ongoing opportunities will be offered for an initial fixed term period of up to 12 months, with the potential to be extended further or to becoming ongoing.
• This selection process may be used to establish a merit pool. The merit pool may be accessed to fill ongoing and non-ongoing vacancies for similar roles within ASQA or across the APS over the next 18 months.

Applications close: Sunday, 28th June 2026 at 11:30pm (AEST).