Client Services Officer

Job Details

Job Title: Client Services Officer

Employment Type: Ongoing

Classification: Parliamentary Service Level 3

Closing Date: 11:30pm AEST, 6 August 2026

Contact: Dr Robyn Prior, 02 6277 2746, robyn.prior@aph.gov.au

The Opportunity

Provide professional front-of-house and information support services to parliamentary clients, helping them access the Parliamentary Library's collections, services and expertise.

Work in one of Australia's most iconic workplaces and contribute to supporting the Parliament of Australia through the delivery of professional client services and information support.

The Department of Parliamentary Services (DPS) is recruiting for a Client Services Officer within the Client Services and Engagement team, in the Parliamentary Library. 

We are seeking a client‑focused and adaptable individual to fill a current vacancy and to establish a merit pool for ongoing and non‑ongoing opportunities that may arise over the next 18 months.

The Client Services and Engagement Team supports Senators, Members of Parliament and their staff by facilitating access to the Parliamentary Library’s services, collections and expertise. The team plays an important role in ensuring parliamentary clients receive timely, accurate and professional assistance in support of their parliamentary and representational duties.

The work is varied and fast‑paced. Team members respond to client enquiries, provide guidance on Library services, assist clients to access information and resources, and support engagement, outreach and training activities, often within tight timeframes and in a politically sensitive environment.

This is a front-facing client service role where you will regularly assist parliamentary clients in person, online and by phone. The role involves locating and retrieving information and resources using a range of online systems, databases and library tools.

Who we are looking for

We are seeking individuals with a strong client service focus, sound judgement and the ability to work effectively as part of a team. You will have well-developed communication skills, strong digital literacy and the ability to locate information, and provide clear, accurate and professional assistance to clients.

You will be organised, adaptable and able to manage competing priorities while following established procedures. You will be motivated to learn, take feedback on board, and contribute positively to a supportive team environment. An interest in parliamentary processes and a commitment to providing impartial support are essential.

At the PSL3 level, you will work with guidance and support from more senior staff, while being expected to manage your own tasks and contribute positively to team outcomes.

Job Specific Requirements: 

• Ability to work overtime shifts (5 pm to 8 pm, Monday to Wednesday) during parliamentary sitting weeks.
• Library experience and/or a recognised library and information qualification is desirable.
• May require physical capacity to operate storage units and to manually handle collection material up to 6kg.
• The successful applicant will be required to obtain and maintain a Baseline Vetting (Protected/Restricted) security clearance.

At DPS, we are committed to building a diverse and inclusive workplace that ensures all our people can contribute to our shared purpose. We encourage applications from Aboriginal and Torres Strait Islander people, people with disability, people with caring responsibilities, people who identify as LGBTQIA+, people from cultural and linguistically diverse backgrounds, people who identify as neurodivergent, and mature aged people.

Duty Statement

Classification: Parliamentary Service Level 3 

Branch: Library Collections and Systems 

Section: Client Services and Engagement 

Immediate supervisor: Manager, Client Services

Duty Statement

Under limited/general direction undertake duties in accordance with the agreed standards for the specified classification. The duties will include, but are not limited to, the following:

1. Support the Parliamentary Library’s front of house service delivery through:
   
   1. providing responsive service desk support to Library clients in person, online and by phone, including circulation services such as loans, returns and account enquires
   2. locating and sourcing collection resources through the library management system, discovery service, subscription databases and Trove Partners Resource Sharing, and other relevant tools
   3. monitoring, prioritising and actioning requests in line with service standards and client needs
   4. responding to less complex information and reference enquiries by identifying, retrieving and providing relevant material
   5. liaising with clients, Library staff and external agencies to facilitate requests and ensure timely service delivery.
2. Under established procedures and guidance, contribute to the delivery of the Library’s engagement and training program including by:
   
   1. welcoming and onboarding new Library clients
   2. providing information on Library services, collections and products.
3. Assist with the maintenance of the Library’s physical collection, including shelving and weeding activities.
4. Contributing to corporate activities by providing administrative and technical support to senior officers within the section and branch.

Selection Criteria 

1. Demonstrated experience or skills in front-of-house service delivery, including the ability to search for, retrieve and provide relevant information using online databases and systems.
2. Strong client focus and the ability to deliver courteous, responsive and accurate service, including liaising effectively with clients, internal staff and external agencies under direction.
3. Ability to manage own workload under direction, follow established procedures, meet deadlines and respond to changing priorities.
4. Effective communication skills, both oral and written, including the ability to communicate clearly and respond appropriately to clients and colleagues.
5. Good organisational and teamwork skills, including the ability to work collaboratively, support team outcomes and use standard IT systems and applications effectively.
6. Eligible Qualifications and/or other technical requirements
          a. Ability to work overtime shifts (5 pm to 8 pm, Monday to Wednesday) during parliamentary sitting weeks.
          b. Library experience and/or a recognised library and information qualification is desirable.
          c. The successful applicant will be required to obtain and maintain a Baseline security clearance.
          d. May require physical capacity to operate storage units and to manually handle collection material up to 6kg.

Employees of DPS are required to be able, and to be seen to be able, to provide professional advice and services to all Senators and Members without favour or prejudice.

How to apply

Please upload a pitch (750 words maximum) describing how your skills and experience would contribute to the role and work of the department. 

Your pitch is an opportunity to tell us why you want to work at DPS, why you are interested in the role and what you can offer in the role. Frame your pitch around the role description and relevant ILS Profile. Make sure to use relevant examples and accomplishments that demonstrate your ability to perform the role. 

For additional guidance when crafting you application, please refer to the DPS Recruitment - Candidate Information Pack, which provides helpful tips on how to structure your pitch and highlight your most relevant skills and experience effectively.

Our purpose and values

We proudly provide innovative, unified, and client-focused services to the Australian Parliament and parliamentarians. We are a values driven department, placing our values at the heart of everything we do; from our service offerings and decision making to our interactions with stakeholders and each other.  

Our people are employed in a broad and unique range of professional, customer service and trade-based roles, all joined by a shared purpose: to make an enduring contribution to Australia’s parliamentary democracy. We have an inclusive workplace that reflects the diversity of the community we serve. While we come from all walks of life, we share a commitment to care for and protect our iconic workplace. 

Every year, almost one million people visit Australian Parliament House to experience the parliamentary process, the building’s architecture, nationally significant art collections, events, tours, and food and dining experiences – all made possible by our people, who are active participants in an environment where no two days are the same.

What we can offer

Join our community based on innovative, unified, and client-focused services, where your skills and development will be nurtured. You will also enjoy:  

• flexible working arrangements can be negotiated in accordance with our Enterprise Agreement and the operational needs of the roles
• ongoing opportunities to learn and develop new capabilities 
• a competitive remuneration package
• free on-site parking
• free gym membership and access to recreational facilities available at APH
• childcare (pending availability), banking services, post office, value-for-money dining options and more available at APH.

Salary

Currently, the salary range for this position is $78,258 - $81,780 per annum.

Conditions of Employment

Employment opportunities at the department are subject to a range of conditions prescribed in the Parliamentary Service Act 1999 which include:

• Australian citizenship: Section 22 of the Parliamentary Service Act 1999 requires that employees of the Parliamentary Service are generally required to be Australian citizens. However, if you are not an Australian citizen you may be considered for engagement on the condition that you are able to gain Australian Citizenship within a specified time. Failure to obtain citizenship within the timeframe could lead to termination of employment.
  
  
• Loss and resumption of Australian citizenship: Under historical provisions of the Australian Citizenship Act 1948 (section 17), some Australian citizens automatically lost their citizenship if they voluntarily acquired the citizenship of another country between 26 January 1949 and 3 April 2002. This loss occurred by operation of law and may not have been known to the individual at the time. Although these provisions were repealed in 2002 to allow dual citizenship, the repeal did not restore citizenship that was previously lost. Individuals who believe they may be affected are recommended to seek advice about resuming their Australian citizenship. Further information, is available on the Department of Home Affairs website.
• Applicants who progress to the offer stage with our department who have been affected by the loss of citizenship as outlined above will be required to demonstrate within a reasonable time that they have resumed, or are actively undertaking the process to resume, Australian citizenship.
  
  
• Security clearance and character clearance: the preferred applicant will be required to obtain and maintain a security clearance at the level specified, as well as complete and be deemed suitable through a Nationally Coordinated Criminal History Check.
  
  
• Health assessment: a pre-employment health assessment will be required where there are physical or medical requirements for the role.
  
  
• External Work Approval: Employees must seek approval for any paid employment outside the department and declare voluntary activities that could impact their role.