Role overview
Information Officers in Australia serve as frontline representatives for organisations, handling a variety of customer and public enquiries. They respond to personal, written, and telephone communications regarding goods, services, and general information. Their primary function involves addressing questions about availability, pricing, and service details while managing complaints and providing appropriate referrals.
These professionals work across multiple Australian industries including telecommunications, financial services, retail support, and government departments. The role requires strong communication skills and the ability to navigate organisational information systems to provide accurate responses. Information Officers often serve as the first point of contact between an organisation and its clients or the general public.
Key tasks in practice
Information Officers perform several core functions in their daily work:
- Answering enquiries about products and services, including details on availability, location, pricing, and specifications
- Responding to customer problems and providing appropriate advice or troubleshooting guidance
- Maintaining records of enquiries, complaints, and resolutions for organisational tracking and reporting
- Directing complex or specialised enquiries to appropriate departments or external sources when necessary
These tasks typically involve using customer relationship management systems, knowledge bases, and communication platforms to deliver consistent and accurate information.
Skill level explanation
Information Officer is classified at Skill Level 4 in the Australian OSCA framework. This indicates occupations that typically require an AQF Certificate II or III qualification or equivalent experience. Many positions provide substantial on-the-job training to develop specific product knowledge and communication protocols.
The skill level reflects roles that involve following established procedures and protocols while requiring problem-solving abilities for routine enquiries. Information Officers need well-developed communication skills and the ability to navigate information systems, but typically do not require advanced technical or professional qualifications.
Industry context
Information Officers work across multiple Australian industry sectors according to ANZSIC classifications. Common employment settings include retail support services (ANZSIC 7299), telecommunications services (6020), business administrative services (7294), and financial asset investing services (5922).
These professionals are typically employed in call centres, customer service departments, information hotlines, and front desk operations. The role has become increasingly important in Australia's service-based economy, with many organisations maintaining dedicated information teams to handle customer and public enquiries across multiple communication channels.