Client Services Officer (Reception, Consular and Passports)
The Australian High Commission in Nuku’alofa invites applications for the position of Client Services Officer.
About the position:
Under general direction, the Client Services Officer will undertake a broad range of client service, financial and administrative tasks to support the Australian High Commission’s operations. The position is the public face for visitor and general enquiries as well as providing consular, notarial and passport processing services to Australian citizens and other citizens covered by relevant bilateral agreements. They will also perform financial and administrative duties as directed, including first level IT support for staff.
All staff are expected to assist with crisis response, senior visits and major events.
This is a full-time position based in the Australian High Commission.
To discuss any aspects of the role, you can contact [email protected] or phone (+676) 20400.
Terms of employment:
The terms of employment will be in accordance with the Nuku’alofa – Locally Engaged Staff Terms and Conditions of Employment. Employment will be offered on a permanent (on-going) contract basis at the LE3 broadband level with an annual salary range between TOP26,496.24 and TOP31,001.28 depending on experience. Continued employment is subject to a successful completion of a six-month probation period.
The Australian High Commission in Nuku’alofa offers a package that includes recreation and personal carer’s days, medical benefits, and superannuation contributions.
The Australian High Commission in Nuku’alofa will not be responsible for any costs incurred if applying for a Tongan visa, relocation costs, nor the return of the officer and family to their country of origin at the end of the contract.
The Australian High Commission is an equal opportunity employer. Applications from people with disabilities are encouraged.
How to apply:
A full copy of the Duty Statement and Requirements may be downloaded from our website www.tonga.embassy.gov.au; from our Facebook page, through email [email protected] or collected from the Australian High Commission reception.
Closing date for receipt of applications is 4:00pm on Friday 26 September 2025.
Applications should include:
- A covering letter which provides examples of how your skills and qualifications match those of the advertised position (maximum two pages);
- A Curriculum Vitae outlining personal details, your work experience and educational qualifications (maximum two pages);
- Contact details for two referees.
Please submit your application either by email to [email protected] (preferred) or in a hard copy addressed to HR Personnel – Job Vacancy and dropped off at the Australian High Commission in Nuku’alofa.
Late or incomplete applications will not be taken into consideration. We thank all applicants for their interest, however, only those selected for an interview will be contacted.
|
AGENCY |
Department of Foreign Affairs and Trade |
|
POSITION NUMBER |
7375 |
|
POSITION TITLE |
Client Services Officer |
|
CLASSIFICATION |
LE3 |
|
SECTION |
Australian High Commission, Nuku’alofa |
|
REPORTS TO (TITLE) |
Second Secretary Corporate and Vice-Consul |
About The Department of Foreign Affairs and Trade (Amend for each agency)
The role of the Department of Foreign Affairs and Trade (DFAT) is to advance the interests of Australia and Australians internationally. This involves strengthening Australia’s security, enhancing Australia’s prosperity, delivering an effective and high-quality overseas aid program and helping Australian travellers and Australians overseas. The department provides foreign, trade and development policy advice to the Australian Government. DFAT also works with other Australian government agencies to drive coordination of Australia’s pursuit of global, regional and bilateral interests.
About the position
Under general direction, the Client Services Officer will undertake a broad range of client service, financial and administrative tasks to support the Australian High Commission’s operations. The position is the public face for visitor and general enquiries as well as providing consular, notarial and passport processing services to Australian citizens and other citizens covered by relevant bilateral agreements. They will also perform financial and administrative duties as directed, including first level IT support for staff.
All staff are expected to assist with crisis response, senior visits and major events.
Key responsibilities of the position include but are not limited to:
- Manage and undertake the provision of consular, passport and notarial services to Australian citizens in accordance with relevant Australian legislation and guidelines. This includes offering timely advice, reporting on cases, drafting written correspondence and ensuring that associated administrative tasks are completed and recorded in relevant systems.
- Under guidance, manage consular cases and provide practical assistance, including in cases of arrests/detentions, hospitalisations, medical evacuations, assaults, deaths, and whereabouts of Australian citizens as well as participate in consular visits to hospitals, morgues, detention centres, prisons, and other service providers.
- Manage passport services to Australian citizens including client interviews, processing applications, financial transactions, providing advice, managing casework and maintaining stock levels and destruction of all passports related materials including application forms, travel documents and laminates as required.
- Develop and maintain effective working relationships with a range of key stakeholders, including local hospitals, police, lawyers, social services, airlines, government and non-government authorities and ensure post’s network of contacts are current.
- Contribute to the preparation of consular and passport related reporting including travel advisories, contingency plans for major events and post’s Crisis Action Plan (CAP).
- Manage Reception for visitors and general enquiries including, in person requests, answering incoming telephone and manage AHC Tonga mailbox.
- In consultation with Post’s System Administrator, provide local general IT support and troubleshooting for staff; maintain IT equipment; test radio and satellite phones; manage and maintain the unclassified IT and communications network.
- Perform duties as an electoral officer for Australian federal and state elections and manage cashier responsibilities in accordance with DFAT Financial Management Manual.
Required Qualifications/Experience/Knowledge/Skills
- Demonstrated previous experience working in client or customer service role within government, international or regional organisation, or diplomatic mission.
- Demonstrated experience working in an environment where you need to maintain confidentiality and exercise sound judgement.
- Demonstrated computer skills and the ability to pick up new systems easily is desirable.
- Sound knowledge or the ability to quickly acquire knowledge, of the Consular Services Charter and other relevant legislation, policies and procedures.
- Sound judgement and problem-solving skills with the ability to maintain discretion and confidentiality.
- Strong attention to detail and an aptitude for process-driven work in compliance with legislation and policy.
- Strong verbal and written communication skills and the ability to respond effectively to and manage distressed people and/or situations with tact and compassion.
- High level of initiative, flexibility and willingness to undertake a broad range of duties to work in a small team.