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Treasury Vacancy N.N. 10720195
Australian Competition and Consumer Commission Closing date: Sunday, 25 February 2018
Job Title: Contacts Manager
Division: Australian Energy Regulator
Branch: Executive
Job Type: Ongoing, Non-ongoing (Temporary), Full-time, Part-time
Salary: $103,796 - $114,871
Location: Melbourne - VIC
Classification: Executive Level 1
Agency Employment Act: PS Act 1999
Position No: EA2018/30
Agency Website:

Job Description


The AER Contacts Manager is a newly created position responsible for developing, implementing and managing the AER’s processes and responses to enquiries and contacts from a range of stakeholders.

We are looking for a highly motivated and experienced contact handling professional with a commitment to providing high quality and timely responses to a range of stakeholder contacts.

You will work under broad direction, in close consultation with the AER’s Strategic Communication and External Affairs Branch and the ACCC’s Infocentre to:

• design and implement improved processes and policies for handling stakeholder contacts (including, but not limited to, enquiries about the Energy Made Easy website and energy businesses).
• develop and manage a small team of (2 to 3) contact officers that support the AER’s role in quality stakeholder engagement and contact management.

You will apply strong interpersonal, communication, analytical and plain English writing skills to:

• professionalise our contact handling and publically available guidance materials/resources, as we aim to put consumers at the heart of everything we do
• work with colleagues across the AER and ACCC (including the ACCC’s Infocentre) and develop strong partnerships that will deliver the best outcomes for consumers, including understanding our role and where best to go for help.
• contribute to the development of plain English translations of highly technical information to help improve public perceptions of the AER
• interpret and assess enquiries received from industry participants, business and consumers and develop streamlined processes for responses
• draft a range of documents for a wide audience including, responses to enquiries, contacts procedures, reports on contacts, correspondence, advices
• research and analyse information to identify trends and emerging issues, draw accurate conclusions based on evidence, compile reports, and present recommendations to the AER Board and Executive
• Contribute to organisational awareness of current and emerging developments in energy matters.
• Act as a key liaison point with internal and external stakeholders, and represent the AER externally and liaise with relevant government and industry organisations.
• Work flexibly as part of teams and independently, across a range of projects at the same time and across geographic areas (offices).

This role provide an opportunity to work with interesting and knowledgeable people in a dynamic, exciting and challenging environment that will enhance your skill set and allow you to contribute to outcomes that impact the economic welfare of all Australians.


This employment opportunity is open to all Australian citizens.


This is a full-time role, which could be performed by people working on a part-time basis to share the role. People interested in working on a full and/or part-time basis are encouraged to apply.

Non-ongoing opportunity will be offered for a specified term

Non-ongoing opportunity available for up to 18 months

To Apply

Position Contact: Peter Tedford, (03) 9290 1806
Agency Recruitment Site:
Applicants to vacancies notified in all formats of the electronic Public Service Gazette should be aware that;
.  the names of successful applicants may also be notified in all formats of the electronic Public Service Gazette
.  applicants found suitable may be offered similar employment opportunities by other Australian Public Service agencies
This notice is part of the electronic Public Service Gazette PS07-Fri - 09 Feb 2018 Published by Australian Public Service Commission.
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