Job Title

The Australian Communications and Media Authority (ACMA) is an independent Commonwealth statutory authority responsible for the regulation of broadcasting, radiocommunications, telecommunications and some online content. This work underpins our vision for a connected, informed and entertained Australia. Who we are The Corporate and Research Division partners with business areas across the ACMA, to provide enterprise wide enabling services and strategic advice so that the ACMA can achieve its purpose. The Division facilitates this through the delivery of key corporate functions including financial management, property services, security, procurement advice, performance reporting, research and data, digital and technology services, human resources, communications, and governance services. The Digital and Technology Services Branch provides leadership in the design, development and operation of digital and technology services for the ACMA and its stakeholders. The Branch works in a partnership model with all ACMA divisions to ensure their unique technology requirements are fit for purpose. The Branch provides a full service model that incorporates all Digital and Technology functions. This includes ICT security, first contact customer service, information management and digital literacy, maintaining ICT system availability and operations, project management and governance services. The Branch provides architectural approval and authority to operate over the systems used by the ACMA. The Customer Service Centre (CSC), sitting within the ICT Business and Support Services Section, is the agencys central hub for managing customer enquiries received by email, phone, web form, and fax. The CSC provides information and services spanning a wide range of issues covered by the ACMA. The CSC manages customer enquiries with functions such as: supporting business operations by responding to phone calls, web-form, email, letter, online form, and fax requests in a professional and timely manner assessing and allocating enquiries to relevant business areas processing licence transfers and surrenders triaging interference and non-compliance complaints. About the role The Enquiries Officer role is central to delivering high-quality service to the public and supporting the broader operations of the ACMA. As an Enquiries Officer, you will join a dedicated and supportive customer service team. Your primary responsibility will be to respond to enquiries from external customers across multiple communication channels, including phone, email, web forms, fax, and mail. You will assess the nature of each enquiry, determine whether it falls within the ACMAs jurisdiction, and either resolve it directly or escalate it to the appropriate team for further action. In addition to your core duties, you will receive full training and support to perform the Site Support Officer role within the ACMA Corporate Service Desk, as required. This dual capability ensures flexibility and strengthens our teams ability to respond to changing priorities. The key duties of the position include: delivering responsive and professional customer service across five communication channels assessing and triaging enquiries across more than 30 ACMA-related topics identifying and escalating complex enquiries to relevant internal teams providing administrative support for Licensing, Radio/Television Interference, and VAST appeal registration maintaining accurate records and following established procedures and guidelines participating in training to support ICT troubleshooting and internal service desk functions. EligibilityTo be eligible for employment with the ACMA, applicants must be Australian citizens. The successful applicant must be able to obtain and maintain aBaseline security clearanceor hold a current security clearance of an appropriate level. More information on the security clearance vetting process is available on theAustralian Government Security Vetting Agency (AGSVA)website. NotesSuitable candidates will be placed in a merit pool from this selection process and may be used to fill similar ongoing roles in other areas of ACMA. Non-ongoing opportunities may be offered as a specified term. Getting to know the Australian Communications and Media AuthorityACMA is Australias regulator for broadcasting, some online content, radiocommunications and telecommunications. We work with industry and government, locally and internationally, so that Australians can enjoy the best and most innovative media and communications services in a fair, responsible, safe and productive way. The ACMA provides a supportive and respectful work environment that values the diversity of our employees. Our three main offices are in Canberra, Melbourne and Sydney. Visit acma.gov.au for more information on joining our team.