APS3 Participant Support Officer

DFP Recruitment; Alice Springs; On-site; AUD 60,000 - 70,000; Full time

Job summary

DFP Recruitment is seeking APS3 Participant Support Officers to work with a large Federal Government Agency in a high-volume service delivery setting. The role focuses on frontline customer service, administrative support and operational assistance to deliver quality outcomes for service users.

The successful candidate will manage inquiries via phone, email and in person, perform data entry, handle appointments and maintain accurate records across internal systems, while adhering to established

Qualifications

• Strong customer service skills with the ability to communicate clearly, professionally and empathetically.
• Confidence managing sensitive or challenging conversations.
• Sound administrative skills with strong attention to detail.
• Ability to organise your workload, follow procedures and meet deadlines.
• Confidence using Microsoft Office and other computer-based systems.
• Ability to work effectively both independently and as part of a team.
• Flexibility to adapt to changing priorities and operational requirements.
• Experience working in a customer-facing, contact centre or service delivery environment (desirable).

Responsibilities

• Manage and resolve client matters by actioning administrative and operational tasks in line with established legislation, policies and procedures.
• Provide frontline customer service support, including counter and reception duties, self-service kiosks and online assistance.
• Respond to enquiries via phone, email and face-to-face interactions, providing accurate information or referrals to appropriate services.
• Manage shared inboxes, appointments and telephone enquiries.
• Coordinate appointments and ensure facilities are accessible and appropriate for service users.
• Undertake basic research and investigation activities and prepare associated correspondence and reports.
• Complete data entry and maintain accurate records in internal business systems.
• Receive, record and process complaints and feedback in accordance with established procedures.
• Support team operations by managing competing priorities in a fast-paced environment.

Skills

Customer service

Administrative tasks

Communication skills

Data entry

Teamwork

Problem solving

Tools

Microsoft Office

Job description

DFP Recruitment is a preferred supplier of choice to Federal Government departments and agencies. I am partnered with a large Federal Government Agency to recruit APS3 Participant Support Officers within a high‑volume service delivery environment.

This role supports frontline service delivery through high‑quality customer service, administrative support and operational assistance within a large Federal Government agency. We are seeking motivated, reliable individuals who enjoy working with people, managing enquiries, and contributing to effective service outcomes.

Responsibilities include but are not limited to:

• Manage and resolve client matters by actioning administrative and operational tasks in line with established legislation, policies and procedures.
• Provide frontline customer service support, including counter and reception duties, self‑service kiosks and online assistance.
• Respond to enquiries via phone, email and face‑to‑face interactions, providing accurate information or referrals to appropriate services.
• Manage shared inboxes, appointments and telephone enquiries.
• Coordinate appointments and ensure facilities are accessible and appropriate for service users.
• Undertake basic research and investigation activities and prepare associated correspondence and reports.
• Complete data entry and maintain accurate records in internal business systems.
• Receive, record and process complaints and feedback in accordance with established procedures.
• Support team operations by managing competing priorities in a fast‑paced environment.

To be successful in this role, you will demonstrate:

• Strong customer service skills with the ability to communicate clearly, professionally and empathetically.
• Confidence managing sensitive or challenging conversations.
• Sound administrative skills with strong attention to detail.
• Ability to organise your workload, follow procedures and meet deadlines.
• Confidence using Microsoft Office and other computer‑based systems.
• Ability to work effectively both independently and as part of a team.
• Flexibility to adapt to changing priorities and operational requirements.
• Experience working in a customer‑facing, contact centre or service delivery environment (desirable).

As this role is with a Federal Government Agency, Australian Citizenship is required at the time of application.

Successful applicants will be required to obtain relevant employment checks, including a Working with Children Check and NDIS Worker Screening Check.

DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise [e-mail]1300 337 000and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.