Clerks Award — Classification Levels

Entry-level clerical employee in the first year of clerical work. You perform routine tasks under direct supervision, with work checked by more senior staff. No prior clerical experience is required.

• Performing data entry, filing, copying, and basic reception tasks under supervision
• Answering and directing incoming telephone calls
• Preparing standard correspondence and documents from templates
• Sorting and distributing incoming mail and correspondence
• Operating standard office equipment such as computers, printers, and scanners
• Following specific instructions for all tasks with work checked regularly

A principal specialist within a call centre, with substantial experience and a high level of independent judgment. You handle complex, escalated, or specialist cases and may coach less experienced operators.

• Managing escalated or complex customer enquiries that require specialist knowledge
• Providing expert guidance and coaching to other call centre staff
• Analysing call centre performance data and contributing to improvement initiatives
• Liaising with other departments or external bodies on complex customer matters
• Applying advanced product, regulatory, or procedural knowledge to resolve issues
• Taking responsibility for achieving quality outcomes with a high degree of autonomy

Clerical employee who has completed their first year. You perform the same range of Level 1 tasks with increased efficiency and confidence, working under general supervision.

• Processing routine clerical tasks with growing independence
• Handling incoming and outgoing correspondence with limited supervision
• Maintaining filing systems and basic record-keeping
• Assisting with general office administration and reception duties
• Drafting routine correspondence and simple documents
• Supporting more senior staff with ad-hoc tasks

The most senior call centre classification. You provide the highest level of technical expertise, handling the most complex technical cases, and may lead a specialist team or project.

• Resolving the most complex and technical customer enquiries, issues, or faults
• Acting as the technical subject matter expert for the call centre operation
• Designing, testing, or implementing call centre systems, scripts, or workflows
• Leading or participating in quality assurance, training, and process improvement
• Preparing technical reports and documentation for management
• Mentoring specialists and contributing to product or system enhancements

Clerical employee completing at least three years at Level 1, or performing duties in excess of Level 1 Year 2. You work with a broad range of clerical skills under general supervision and may take on higher responsibilities.

• Handling a wide range of routine and semi-complex clerical tasks with minimal supervision
• Preparing correspondence, reports, and other documents with limited checking
• Assisting with training or guidance for new Level 1 employees
• Processing payments, invoices, or accounts payable/receivable entries
• Coordinating travel, appointments, and diary management for managers
• Operating specialised office applications and maintaining databases

Experienced clerical employee working at Level 2 in the first year. You work with a wider range of more complex clerical duties, exercising judgment within clearly defined limits, under general supervision.

• Carrying out a broad range of clerical duties with a higher degree of independence
• Processing complex or multi-step administrative tasks with limited supervision
• Maintaining detailed records, ledgers, or spreadsheets
• Preparing and editing complex correspondence, reports, and submissions
• Providing administrative support to senior managers or small teams
• Applying knowledge of relevant laws, regulations, or policies to tasks

Experienced clerical employee who has completed at least one year at Level 2. You perform the same range of Level 2 duties with greater proficiency and may take on additional responsibilities.

• Performing all Level 2 clerical duties with a high degree of proficiency
• Independently managing complex administrative projects or workflows
• Coaching or training less experienced clerical employees
• Identifying improvements to administrative processes and recommending changes
• Preparing specialised or sensitive documents with limited checking
• Acting as the first point of contact for complex queries or escalations

Senior clerical employee responsible for complex or specialised clerical work. You exercise considerable independent judgment and may supervise or lead other clerical employees in a work group.

• Independently managing complex administrative projects, reports, and correspondence
• Providing specialist advice or guidance in a particular administrative area
• Coordinating the work of lower-level clerical employees or a small team
• Analysing financial, operational, or regulatory data and preparing summaries
• Dealing with complex enquiries from clients, customers, or the public
• Developing or improving administrative systems and procedures

Highly experienced clerical employee who performs advanced specialised work or leads a team. You exercise a high degree of independence and are responsible for the work outcomes of others.

• Leading or managing a clerical section or team with responsibility for outcomes
• Providing expert advice and guidance in a complex specialist area
• Overseeing complex administrative workflows, processes, or projects
• Preparing or reviewing management-level reports, budgets, or correspondence
• Mentoring and developing less senior clerical staff
• Representing the employer at meetings or liaising with external bodies

The most senior clerical classification. You have responsibility for the overall management of an administrative section or office, with extensive specialist knowledge and a high degree of autonomy.

• Managing the full operations of an administrative section, department, or office
• Setting objectives, priorities, and resource allocation for the clerical team
• Developing and implementing high-level administrative policies and procedures
• Exercising broad discretion and professional judgment across complex tasks
• Reporting directly to senior or executive management on administrative matters
• Overseeing performance management and development of clerical staff