Organisation: Federal Court of Australia
Job Title: Client Services Officer
Word Limit: 350 words for each point
Location: Adelaide
Experience in service delivery with the ability to understand, respond and resolve customer
enquiries. Experience in a legal environment will be highly regarded.
Within my Defence force roles as Senior and Base Operations Support Officers, I have
demonstrated my ability to understand, respond and resolve customer enquiries, and also to
identify areas, within the customer support process, which require improvement and find
solutions. In line with this, I was responsible for arranging and managing a new customer
engagement process (CEP), requiring input from all of the Department of Defence’s 28 bases
within Adelaide and regional areas.
The new process was developed to devise ways to ensure effective management of customer
service delivery by applying research and problem solving skills in response to identified routine
service delivery issues across all Defence Support sites. By engaging with other Defence Support
teams, including Business Management, Contract Management and Estate and Facilities Services, I
developed practical and timely solutions to improve the process of working with our customers.
Within this process and my overall role, I have ensured our services are adaptable to the different
base’s needs; provide for ongoing feedback from our customers to ensure service levels are being
met, and ensure our work is being done in the most efficient way.
During this project, I implemented monthly meetings with all of the base’s representatives to
ensure I understood the changing needs of each one, and to gain feedback in order to improve the
service we were providing them. Among other positive results, this has streamlined the process of
moving personnel from being housed at one base to another with the numerous issues that raises,
and improved processes around security and key audits across bases. In addition, the meetings
strengthen relationships at the unit level with an appropriate level representative at each unit to
discuss key issues and priorities.
Additionally, my role is to provide all of the bases with office support in a broad range of areas
including security, contract workers, event coordination, base lockdown drills and planning among
others. This complex role further demonstrates my ability to provide support to both internal and
external customers.
Proven ability to work positively as part of a team, actively participate in teamwork and team
discussions and mentor, assist and support other staff.
My current role as Base Support Operations Officer for the Department of Defence requires me to
work within a multi-disciplinary team including Military personnel, police, APS staff, Warrant
officers, social workers and office colleagues. To perform my role to an optimal standard, I need to
communicate and work collaboratively with these colleagues. In addition, I am required to work
with a percentage of change-affected personnel, such as those that have returned from
deployment to Afghanistan, further demonstrating my ability to tailor my communication style
and show understanding and empathy for others.
As the Team Leader in a call centre environment, working at the Defence Procurement Services
Centre, I gained extensive experience in dealing with the analysis and delivery of customer
requirements and both leading and working within a team to successful outcomes. In the role of
Team Leader I escalated some calls that were too complex or hard for the other consultants to
deal with, and there was an expectation that results will be achieved. On most occasions I could
deliver, but on those occasions that I couldn’t, I consulted with the subject matter expert to get
the answers that I needed. This approach worked well with both the consultants and the expert, in
that we were all working together to help the customer.
Part of my role as Team Leader was to monitor the performance of the team and the centre as a
whole. I was responsible for ensuring that the team were following the guidelines, were trained
properly to use the system and that they received the training they needed in other areas, such as
Customer Service. I also applied this process to myself in that I may be the Team Leader, but I am
also very much a part of the team. I fostered and maintained collaborative relationships with my
team and customers alike in this role. The team was very much one where we met on a regular
basis where everyone could have an input and discuss procedure and how it was working. We
discussed ways of improving as we went, and many of the suggestions made by the team were
implemented into our processes.
Well-developed communication skills with a demonstrated ability to deal effectively with a
diverse range of people and the capacity to deal sensitively with confidential information /
matters.
Within my current role as Acting Senior Base Support Operations Officer, I have a responsibility to
communicate and work effectively with a significant amount of people, both internally with
Defence and external contractors. Demonstrating my communication skills, I recently gave a
presentation to a broad range of base senior managers, including Majors, WH&S Managers and
staff based in base headquarters as part of Defence Safety Day. This presentation was based
around the policy and procedure in case of fire on the base or in the headquarters building and
included information about the requirements of wardens within the building and risks associated
with fire on base. I organised for the Fire Brigade to attend the day and facilitated community
liaison within this process. The feedback from the presentation was overwhelmingly positive and
most participants felt they had learnt something from the day.
As Regional Coordination Officer at Defence, there were often requests for information to be
presented to the Minister of Defence with a very short time frame. I remained calm at all times
and communicated regularly with the Task Lead to offer my assistance and ensure the information
was sent within specified timeframes. On one occasion the Task Lead was quite stressed due to
the difficult nature of the task and extremely short time frame. I called the officer requesting the
information to see if there was flexibility in the time given; and as there was a small amount of
leeway, the Task Lead achieved their task and sent it on to the officer, meeting the deadline. The
Task Lead was very thankful that I remained calm and utilised effective communication skills to
seek an extension.
My career has been centred on communicating with customers, suppliers and colleagues achieving
an adaptable communication style dependant on my audience. When I represented Hamilton
Laboratories at a cosmetic trade convention in Hong Kong my purpose was to source a potential
supplier for the company’s packaging needs. The benefit of a global supplier was improved quality,
cost savings and larger purchasing ability. I discussed our business needs with different suppliers
and obtained quotes and quality specifications. I tailored my communication to suit the target
audience and utilised clear and concise oral and written communication skills. After analysing the
data and preparing a report for management, I worked collaboratively with the Quality Control
Manager to commence the process of auditing the preferred supplier.
Within Defence, there are many and varied reasons why some information is to remain
confidential and this is an important part of my position. I have a security clearance through the
AGSVA (Australian Government Security Vetting Agency) and understand the importance of
sensitive and confidential information.
Ability to take initiative and be adaptable to changing work priorities and requirements.
During my role at the Defence Finance Data Centre, one of my tasks was to research and update
the Department’s Standard Operating Procedures (SOPs) in line with policy and guidelines. The
process of implementing the new procedures required me to write a report and to assist other
departments to update their procedures in line with ours. Overall, this process went well with all
teams coming on board and complying with the new SOPs. These changes constituted a change in
requirements and priorities for the different departments and my role was to not only implement
the changes, but also support and assist departments with the changes.
Throughout my career I have worked flexibly and cooperatively in changing work environments,
working independently and as a member of a team. This can be evidenced whilst working for the
Department of Defence where I have held various positions and been seconded to roles as
needed.
My ability to take initiative and remain flexible and adaptable to differing working environments
was evident within the Finance Data Centre where I drew upon my organisational skills and ability
to establish priorities to oversee the Enquiries Call and Processing Centre, manage five team
members and ensure customer enquiries and purchase order amendments were handled
promptly and correctly in accordance with Standard Operating Procedures. I managed team
performance, staffing, workflow and determined training needs in a high volume, demanding and
challenging environment; achieving results through planning and organisation of tasks to meet
team objectives.
To facilitate ongoing team cooperation and efficiency I utilised a range of innovative tools and
strategies to create an environment where all staff were interchangeable and could perform every
task within the department. The outcome was an environment that could deal with any challenges
that arose; enabling team members to remain focused on their roles maintaining a productive and
efficient working environment. I strived to motivate staff to achieve high standards and addressed
training issues when individuals needed additional support.
In a former role as Purchasing Manager at Hamilton Laboratories I undertook additional
responsibilities outside of my own job description. I assisted the production team during busy
periods and developed skills in accounts payable and receivable in addition to payroll functions.
During this period I also mentored the Supplies Coordinator, teaching him all aspects of my role to
perform duties whilst I represented the company at an overseas convention.
Sound knowledge of the Federal Court, Federal Circuit Court and High Court Registry procedures
and functions, including knowledge of the court’s Native Title jurisdiction, or an ability to quickly
acquire such knowledge. Ability to interpret and apply guidelines, rules and legislation.
I possess a reasonable knowledge of the Federal Court and its jurisdiction, including the hearing of
cases arising from the Competition and Consumer Act 2010, appeals from the Federal Circuit Court
of Australia, and those covering most civil matters under Australian Federal Law. I also understand
that the Federal Court hears appeals from the Administrative Appeals Tribunal, objections to
decisions made by the Commissioner of Taxation and the Native Title Act 1993. Whilst I have not
worked within the court environment directly, I find this a compelling area, especially around the
Native Title Registers, and would be keen and am competent to quickly inform my knowledge
within these areas. I am particularly interested in the National Native Title Register, the Register of
Native Title Claims and the Register of Indigenous Land Use Agreements and would again be keen
to learn more in this area. My knowledge through my work with the Department of Defence is
that the Federal Court provides support to the Defence Force Discipline Appeal Tribunal, including
the management and determination of proceedings.
My work within various roles within the defence force has time and again demonstrated my ability
to read, interpret and apply guidelines, rules, policies and legislation, including specific defence
related rules, Workplace Health and Safety rules and legislation, as well as building codes,
procedures relating to base security, testing of audible alarm systems and related guidelines and
numerous other rules and guidelines. Examples of my ability to not only follow, but develop
Standard Operating Procedures and general procedures, were in my Finance Data Centre role
where, as mentioned previously, I was charged with developing new SOPs for the centre and
departments and as Base Support Officer, the aforementioned implementation of the new
customer engagement process across bases.
At Hamilton Laboratories in my role as Supplies Manager I was responsible for the annual review
of tenders for the main ingredients used in sunscreen manufacture. The pharmaceutical industry is
heavily regulated and I possessed the ability to comprehend the legal issues and risks to ensure all
products met company specifications. After analysing a supplier’s performance over the previous
twelve months in relation to timely delivery, and using this to make a decision on which supplier
to engage, I negotiated and arrived at a mutually agreeable arrangement with the preferred
supplier. Legal contracts were drawn up outlining responsibilities of both parties with regards to
supply, non-conformance and payment. I assumed responsibility for contract variation, stock
management, ordering materials, ensuring timely deliveries, resolving issues and payment.
Proficiency in the use of information technology systems and programs such as MS Office,
database maintenance and electronic case management systems.
Within my current role as Senior Base Support Officer at Defence, I use numerous systems and
applications including databases and case management systems. I am confident in my computing
ability and can easily and efficiently transfer my current knowledge to most systems.
Systems I currently use include DEMS (Defence Estate Management System), which is a web portal
to obtain information related to estate information, contract pricing, contract amendments,
payment processing and accessing reports; Sentinal which is the Defence online portal for
workplace health and safety Incidents and Reporting, Hazard Identification and Risk Registers; and
ROMAN (Resource & Output Management & Accounting Network) which is Defence’s financial
management system. The ROMAN system encompasses corporate budgeting, accounting and
reporting, and supports the Resource Management Framework. In addition, I am an avid user of
the MS Office suite of applications including Excel, Outlook, Word, PowerPoint as well as
Promaster (for managing access control and key management).
In my role as Base Support Operations Officer, I used Microsoft Outlook to not only deal with
emails, but also in the booking of function and meeting rooms on the base, as well as the booking
for fleet vehicles. This, combined with my own schedule within the program clearly demonstrates
my ability to manage multiple diaries using this software.
During my role as Team Leader at the Finance Data Centre, I used PowerPoint and Word
extensively in the reporting of statistics to large meetings, as well as presentations to different
departments on compliance with the financial accountabilities of the Department of Defence.
These presentations often included screen dumps of software, checklists and graphics to best
represent the message to be conveyed and demonstrate my advanced skills in these software
applications.
These systems I have experience in above, are a cross section of different systems and applications
and serve to ensure my strong computing skills and ability to learn and quickly develop my skills in
broad types of software and database applications.
Knowledge and understanding of the principles of Work Health and Safety and workplace
diversity and their application in the workplace.
I have an excellent knowledge and understanding of the principles and the application of Work
Health and Safety (WH&S) principles through my Senior and Base Support Operations roles. I am a
member of the Workplace Health and Safety Committee for three defence sites currently, have
completed my Certificate IV in WH&S, and have almost completed the Diploma level course. I am
the Health and Safety Representative for the Metropolitan Adelaide and Regional Sites Workgroup
which is a voluntary role undertaken after five days of intensive training.
Part of my current role is to identify hazards and perform risk assessments of the workplace, and I
am currently involved in the 2014/15 Work Health and Safety Audit Program to run risk audits and
determine best practice for each of the Defence bases around Adelaide. Within my role, I also
monitor requests from Defence Personnel in relation to workplace health and safety concerns.
When these requests and concerns are put on hold for any reason, I review and make decisions
around which ones should be followed up further. One example was the concern that the building
emergency management plans were not visible within the defence buildings, which was put on
hold. After determining this was a high priority for the base, I performed a risk assessment on the
situation, and followed up with management to ensure they understood the importance of the
situation. This approach proved successful and the new plans are currently being drawn up to be
placed prominently in the buildings, demonstrating a positive outcome.
I have recently furthered my skills through development and attendance at a regional base
exercise around fuel spill. I wrote the exercise for the personnel to carry out and was then
responsible for assessing participants on their response to the incident in line with guidelines and
procedure. I then produced a report on the exercise, making recommendations around areas
which could be improved and areas where personnel were following procedure correctly. This has
extended my technical knowledge of hands-on exercise development and implementation.
Equity and diversity provides all personnel in Defence with a fair and inclusive workplace, in which
they are treated with respect. Every person working in Defence brings with them different life
experience and perspectives, including those who have been in combat overseas. Recognising the
value of contributions everyone can make to their team and the organisation are what I believe to
be important in terms of diversity.
