Senior Client Services Officer

Job Details

Job Title: Senior Client Services Officer

Employment Type: Ongoing/Non-Ongoing

Classification: Parliamentary Service Level 5

Closing Date: 11:30pm AEDT, 23 April 2026 

Contact: Paul Brownell, (02) 6277 5662, paul.brownell@aph.gov.au

The Opportunity

The Parliamentary Library is recruiting for a Parliamentary Service Level 5 (PSL5) officer to join the Client Services and Engagement Team.

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, and support engagement, outreach and training activities, often within tight timeframes and in a politically sensitive environment. 

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 good communication skills and the ability to provide clear, accurate and professional assistance to parliamentary clients. You will need to demonstrate initiative, flexibility and the ability to manage competing priorities. An interest in parliamentary processes and a commitment to working impartially are essential. You will be motivated to learn, take feedback on board, and develop your skills within a supportive team environment. At the PSL5 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 perform overtime shifts (5 pm to 8 pm) during parliamentary sitting weeks.
• Ability to undertake interstate travel to electorate offices (Driver’s License preferable).
• Experience delivering training to clients and/or providing information or research services and/or a recognised library and information qualification will be highly regarded.
• 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 5 

Branch: N/A 

Section: Client Services and Engagement 

Immediate supervisor: Client Services Manager

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. Contribute to the delivery of a structured program of outreach and training for parliamentarians and their staff (online and in person) to promote the use of library services and products by:
   1. coordinating the welcome and onboarding of new clients
   2. providing general and tailored training to library clients and
   3. acting as a relationship manager for library clients, developing strong working relationships with offices, proactively investigating their requirements, and work collaboratively with Library colleagues.

2. Contribute to the delivery of the Library’s front of house services by:
   1. providing general assistance and support to Library clients (in person, online and by phone)
   2. monitoring, allocating and responding to loan, reference and research requests and
   3. assisting with circulation, document delivery and inter-library loans.
   4. Supporting the Director, Client Servies and Engagement, including by training staff, acting as an escalation point for lower-level staff, problem solving and seeking advice as necessary

3. Deliver high-quality information services for clients and internal stakeholders by undertaking less complex research tasks (including identification, retrieval, analysis and synthesis of information).
   
   
4. Contribute to corporate activities, including providing support to the senior officers in the Parliamentary Library and perform other duties as directed.
   
   

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.

Selection Criteria

1. Demonstrated commitment to, and experience in, providing services with a strong client-service focus.

2. Personal and professional qualities: works under limited supervision and manages competing priorities; possesses a strong client service ethic; demonstrates good judgement; committed to professional development.

3. Cultivates productive working relationships: works collaboratively and flexibly; values diversity; resolves conflict constructively.

4. Effective written and oral communication skills: communicates clearly and succinctly; tailors responses according to client requirements; negotiates persuasively.

5. Understanding of the parliamentary and political environment, and ability to deal sensitively, impartially and confidentially with controversial issues.

6. Eligible qualifications and/or other requirements:
   1. Ability to perform overtime shifts (5 pm to 8 pm) during parliamentary sitting weeks.
   2. Ability to undertake interstate travel to electorate offices (Driver’s License preferable).
   3. Experience delivering training to clients and/or providing information or research services and/or a recognised library and information qualification will be highly regarded.
   4. The successful applicant will be required to obtain and maintain a Baseline security clearance.

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 duty statement and selection criteria. 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 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 $92,450 - $99,185 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.