At ASIC, you can be the change that ensures a fair, strong and efficient financial system for the benefit of all Australians. Contribute to delivering on ASIC's purpose, vision, and strategic priorities to help maintain the integrity of the financial system and protect consumers from harm.
As a Service Delivery Officer (Frontline Service Delivery), you'll play a key role in developing the knowledge and skills of ASIC Call Centre and Processing officers through targeted training, coaching and support - ensuring consistent service delivery and ongoing capability growth.
- Location: Traralgon, VIC (approximately 2 hours east of Melbourne)
- Salary starting from $81,396 (depending on experience) + 15.4 % superannuation
- Permanent, full-time role (50/50 hybrid work-from home model)
- Applications close at 11:59pm AEST, Monday 1 September 2025
The team
ASIC maintains over 30 legal registers, including the Companies and Business Names registers, which hold details for more than 3.2 million companies and 2.7 million business names. These registers are a vital source of information for businesses, professionals, government and the public across Australia. Users rely on the ASIC Registry to register, update or cancel business details and access public information, making our support essential to ensuring accurate and efficient service delivery.
The role
As a Service Delivery Officer (Frontline Service Delivery), you will:
- Deliver engaging training programs to new and existing staff on ASIC Registry procedures, systems, and customer service standards
- Provide side-by-side and remote coaching to call centre staff to support their development and improve performance
- Identify knowledge and skill gaps through call monitoring, quality assurance activities, and staff feedback
- Collaborate with subject matter experts and team leaders to design training content and support materials
- Maintain and regularly update internal knowledge bases and training documentation
- Offer real-time support to staff managing complex or unfamiliar customer enquiries
- Monitor customer interaction trends and recommend improvements to processes, training, and service delivery
- Act as a key escalation contact to support staff when needed
About you
You will also demonstrate:
- Experience in a contact centre or training role, ideally within a regulatory, government or financial environment
- Proven ability to deliver effective training and coaching that enhances staff capability
- Understanding of ASIC's registration processes or ability to learn quickly
- Familiarity with contact centre systems (e.g. call recording, CRM platforms like Siebel, Genesys) and digital knowledge tools
- Certificate IV in Training and Assessment (or working towards it) is desirable
View the position description for more information or click `apply' to start your application. Applications close at 11:59pm AEST, Monday 1 September 2025.
About ASIC
ASIC's remit is one of the broadest of regulators across the world. ASIC regulates corporations, markets, financial services and consumer credit and monitors and promotes market integrity and consumer protection in the Australian financial system. Through our enforcement work, we hold to account those who contravene the law, working to achieve strong outcomes that address the greatest consumer and investor harms.
ASIC is committed to providing a diverse and inclusive workplace where the very best talent in Australia chooses to work. Indigenous Australians are encouraged to apply as well as applicants from all backgrounds and with different abilities.
We offer a range of employee benefits including:
- Attractive superannuation
- Additional leave entitlements
- 50/50 hybrid work-from home model
- Flexible work arrangements
- Assistance for study and professional development
Click here to view ASIC's salary and benefits guide.
To read more about ASIC, you can visit our website or review our Corporate Plan.
To work with us, you need to be an Australian citizen and be prepared to complete an ASIC Suitability and Baseline Assessment.