APS3 Participant Support Officer

N&H Enterprises, Inc.; City of Melbourne; On-site; AUD 76,000 - 84,000; Full time

Job summary

DFP Recruitment is seeking experienced Participant Support Officers to join a large Federal Government agency in Footscray. You will provide front counter and reception support, handle enquiries, and refer customers to government or community services in a busy office setting.

Ideal candidates will have strong customer service and administration experience, excellent communication skills, and attention to detail.

Qualifications

• Australian Citizenship is mandatory.
• Ability to pass pre-employment screening and compliance checks.
• Ability to work from the Footscray Office.

Responsibilities

• Provide front counter and reception support for customers.
• Respond to customer enquiries via phone, email and in person.
• Provide information and refer customers to government or community services.
• Manage shared inboxes, appointments and telephone enquiries.
• Coordinate appointments and ensure facilities are accessible for customers.
• Action administrative and participant-related tasks in line with processes and legislation.
• Complete data entry and maintain accurate records in business systems.
• Undertake basic research and prepare correspondence and reports.
• Receive and record complaints and feedback accurately.
• Follow up outstanding matters to ensure actions are completed.

Skills

Customer service

Administration

Reception

Communication

Interpersonal skills

Attention to detail

Data entry

Organisational skills

MS Office

Process adherence

Tools

Microsoft Office

Job description

Footscray | $38.89 per hour + Super | 12 month contract

DFP Recruitment is currently seeking experienced Participant Support Officers to join a large Federal Government agency, with opportunities available in Footscray.

These are customer-focused positions suited to candidates with strong administration and customer service experience who enjoy working directly with members of the community.

Due to the nature of this Federal Government position, applicants must be Australian Citizens to be considered.

The Role

Working as part of a supportive local team, your responsibilities will include:

• Providing front counter and reception support and assisting customers with enquiries and self-service options
• Responding to customer enquiries via phone, email and face-to-face channels
• Providing information and referring customers to appropriate government or community services
• Managing shared inboxes, appointments and telephone enquiries
• Coordinating appointments and ensuring facilities are accessible for customers
• Actioning administrative and participant-related tasks in accordance with relevant processes and legislation
• Completing data entry and maintaining accurate records across business systems
• Undertaking basic research and investigation and preparing correspondence and reports
• Receiving and accurately recording complaints and feedback
• Following up outstanding matters to ensure actions are completed

The role involves significant face-to-face and telephone contact and requires someone comfortable providing empathetic, professional customer service, including during challenging or sensitive conversations.

To be successful, you will ideally have:

• Previous experience in customer service, administration, reception or a similar support role
• Strong communication and interpersonal skills
• A professional, empathetic and patient approach
• Strong attention to detail and accurate data-entry skills
• Good organisational skills and the ability to manage competing priorities
• Confidence using Microsoft Office and learning new systems
• The ability to follow established processes and procedures while using initiative when required
• Experience within government, community services, disability, health, banking, insurance or other customer-focused environments will be highly regarded

Mandatory Requirements

• Australian Citizenship is mandatory
• Ability to undertake and successfully complete required pre-employment screening and compliance checks
• Ability to work from the Footscray Office.

The Details

Locations: Footscray
Rate: $38.89 per hour + Super
Hours: Full-time 37.5 per week
Work environment: Office-based, customer-facing role

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 via [e-mail] or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.

Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.

If you're an experienced customer service or administration professional looking to gain valuable Federal Government experience while supporting members of the community, we would love to hear from you.