APS4 Case Officer - Travel Document Processing

About the role

Randstad is recruiting, on behalf of its client, APS4 Case Officers for a federal government role based in Melbourne CBD. The position supports Australians travelling abroad by managing travel document processing, assessing eligibility and resolving complex identity and entitlement matters. It is a full-time, 100% on-site contract with an ASAP start, initially to June 2027 with strong potential for extension. The hourly rate is $53.75 plus superannuation.

The work involves high-volume, repetitive procedural tasks and direct customer contact by face-to-face, telephone or written means. Applicants must be Australian citizens; baseline or higher security clearance eligibility is required, and remote work is not available due to security requirements.

Key responsibilities

• Deliver courteous, prompt and professional service face-to-face, by telephone and in writing.
• Assess eligibility for Australian travel documents by applying relevant legislation, regulations and operational policies.
• Investigate standard to moderately complex cases, manage alerts from partner authorities and propose escalation pathways.
• Carry out spoils, secure destruction, site custodian duties and personalisation support within strict operational security frameworks.
• Collaborate across teams, help coach peers and respond to emergency or crisis deployments.

Required profile

• Mandatory Australian citizenship.
• Proven administrative experience and case management experience.
• Experience with investigations.
• High emotional intelligence, calm under pressure and empathy for people in crisis.
• Sound judgement, integrity and discretion with sensitive personal data.

Required skills

• Navigating business applications, modern workflow systems and procedural templates.
• Analytical thinking to evaluate evidence and make lawful determinations.