AusCheck Service Centre Manager

Job Req ID

Home Affairs - 140084

Location

ACT; QLD; VIC 

 Employment Type

Ongoing (Permanent), Full-time 

Classification

APS Level 6 - $94,563.00 and $107,713.00 plus 15.4% super (part time pro-rata)

Contact Officer

Faruk Yay on Faruk.Yay@homeaffairs.gov.au  

Office Arrangements

Flexible  - Flexible working arrangements can be negotiated in accordance with our Enterprise Agreement and the operational requirements of the role.
 

Applications close on 20/10/2025 at 11:59pm AEDT (midnight) - Late applications will not be accepted.

About our opportunity

This process is being used to fill 1 immediate position/s. 

Applicants suitable for the role but not offered the position for the current vacancy may be placed in a merit list or pool to fill similar vacancies for up to 18 months anywhere in ACT; NSW; NT; QLD; SA; TAS; VIC; WA.
 

About our team

Cyber & Infrastructure Security | Critical Infrastructure Risk & Reg | Auscheck | Appeals & Business Support

The Appeals and Business Support (ABS) section is responsible for front line service delivery of AusCheck background checking services and supporting processes, and Branch procurement, contract management and financial support. The ABS section is also responsible for managing the Discretionary Appeals process for aviation and maritime security identification card (ASIC and MSIC) schemes for applicants who have been advised by AusCheck that they are ineligible to hold an ASIC or MSIC.

The APS6 Service Centre Manager is accountable under broad direction to perform and achieve complex to very complex customer service delivery work within an integrated workforce. They will require an in-depth knowledge of and compliance with legislative frameworks, government decision-making and AusCheck's mission and policy requirements.

Please visit our website for more information about the Department of Home Affairs or Australian Border Force

Our ideal candidate

• Be a team player who enjoys working in a dynamic and evolving environment
• Possess strong written and verbal communication skills and have the ability to work under pressure whilst remaining calm in stressful situations
• Be able to positively contribute in a team environment, displaying integrity and high ethical standards
• Possess good judgement and pay careful attention to detail in order to make lawful decisions confidently, while undertaking analysis and drawing accurate conclusions based on evidence
• Work collaboratively with others in order to deliver efficient and accurate workplace outcomes. You must be competent with Microsoft Office Suite and have the ability to quickly learn departmental IT systems, legislation and policy.

Duties and responsibilities

• Lead the coordination and implementation of program initiatives.
• Manage and respond to complex client enquiries and requests, review applications/decisions, provide advice and record information as applicable.
• Identify, manage and undertake continuous improvement of service delivery standards to maintain program viability and ensure that stakeholder expectations are met and managed.
• Undertake workforce planning, including identifying staff shortages and training needs, for projects and less complex aspects of the program.
• Develop team members to support succession planning and improve program management capability through mentoring, coaching, on-the-job training, formal training and secondments.

Additional information

• Demonstrated ability to manage and prioritise multiple tasks with competing deadlines.
• High-level stakeholder engagement skills, including the ability to work with staff of all levels.
• Strong writing and critical analysis skills.
• Ability to make decisions using good judgement, expertise and knowledge, under limited guidance ensuring decisions are governed by the application of regulations, best practice principles or the agency's operating instructions and procedures.
• A broad understanding of relevant legislative and policy frameworks and service delivery and of the external factors influencing departmental or whole of government policies relative to role (or the ability to quickly develop this understanding).
• Ability to think strategically, particularly with focusing on achieving outcomes, demonstrating flexibility and agility with managing workloads, tasks, competing priorities and resources.
• Demonstrate self-awareness and a commitment to learning and personal development.
• Have good attention to detail.

How to apply

Submit your application and CV through the Home Affairs’ recruitment system (ourPeople) before the closing date on 20/10/2025 at 11:59pm (midnight) AEDT  – Late applications will not be accepted.

As part of your application you will be required to prepare and submit a one-page applicant response document in relation to the advertised role, outlining:

• How your skills, knowledge, and experience will be relevant to this role
• Why you are interested in the role and what you can offer us
• Any specific examples or achievements that demonstrate your ability to perform the role

Applicant response documents must be a minimum 11pt font in MSWord or PDF format, include your full name and the Requisition Number – 140084 in the document footer.

​​​​​​​Prior to preparing your response it is recommended you review the Work Level standards relevant to the classification you are applying to. It may also be useful to refer to the Integrated Leadership Systems information relevant to the classification.

Eligibility

To be eligible for the position you must be an Australian Citizen.

​The successful candidate will be required to obtain and maintain a Baseline Vetting (AGSVA) security clearance, and:
 

• ABF Workers will also be required to obtain and maintain an Employment Suitability Clearance (ESC).
• Home Affairs Workers will also be required to obtain and maintain an Onboarding Check.

 
In certain circumstances, an Employment Suitability Clearance (ESC) may be required in addition to, or in lieu of, an Onboarding Check, which will be determined by the delegate as necessary.  

​

Diversity and inclusion

The Department is committed to workforce diversity and applicants who are Aboriginal and/or Torres Strait Islander, come from a diverse cultural or linguistic background or have a disability are encouraged to apply.

RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job. For more information visit: https://www.apsc.gov.au/recruitability

Technical assistance

Internal applicants with technical enquiries can log a ticket through the Support Connect portal, send an email or call us

• Lodge an enquiry through the HR Help portal
• Email: recruitment@homeaffairs.gov.au
• Phone: 1300 793 883 (within Australia) or +61 2 6196 0444 (outside of Australia)

Please include any applicable screen captures, a response will be provided during business hours.

Notes

The Department of Home Affairs offers an attractive remuneration package, including salary, superannuation benefits and flexible working conditions appropriate to the level of the position.

The Department may provide relocation assistance to eligible APS employees required to relocate. The level of assistance will vary depending on the reason for relocating and your personal circumstances. For further information please enquire with the contact officer listed in the advertisement.

Information about employment and advice on how to apply for vacancies can be obtained from the Department’s website at https://www.homeaffairs.gov.au/about-us/careers.

Candidates should be aware that in roles where vaccination against COVID-19 is required by public health orders/directions or other legislation proof of vaccination will be required. If a candidate is not fully vaccinated or is unwilling to be vaccinated within a reasonable time period, they may not be offered that role.