Member Support Officer – PSA

Date Advertised 3/06/2022

Reports to: Manager Member Services & Governance    

Salary Range: $70,151 – $81,158 (CSP 52 to 67)

Position Purpose

The Member Support Centre is a structured work environment that responds in a timely manner to a high demand from members and delegates. Member Support officers assist members and delegates through empowering them to identify solutions and actions they can take to resolve issues at the local level. They provide high quality guidance and industrial advice and part of this is identifying when a member enquiry requires an individual response, is a collective issue and or organising opportunity.

Essential Job Functions

  • Assisting members and delegates resolve grievances and other employment related matters through the Member Support Centre and maintaining a case load of matters
  • Gathering information from members and delegates in order to identify key issues and emerging sector wide issues
  • Participating in teleconferences with members when necessary to resolve an issue prior to escalation
  • Managing the timely response to industrial enquires through the Member Support email system
  • Answering calls in the Member Support Centre
  • Understanding the differences between individually driven issues and collective driven issues and referring organising opportunities

Required skills

  • Commitment to Union principles, the PSA Executive and Central Council
  • Broad knowledge and understanding of the State and Federal Industrial Relations system, able to interpret legislation, awards and agreements
  • Excellent listening, interpersonal, verbal and written communication skills, including the ability to deal with distressed and emotional members with empathy and clarity
  • Previous experience working in a Call Centre environment is desirous
  • Demonstrated proficiency with Microsoft word, outlook and ability to be able to locate documents within a structured electronic file system
  • Ability to follow direction, exercise initiative and independent judgement as well as an affective team member

Applications should be emailed to

Applications close cob Tuesday 27 June 2022.