APS3 Participant Support Officer

face2face Recruitment; Greater Shepparton; Hybrid; AUD 44,000 - 63,000; Full time

Job summary

face2face Recruitment is seeking an APS3 Participant Support Officer in Victoria. You will deliver quality customer service, respond to enquiries, assist clients and stakeholders, and provide essential administrative support to keep the local office running.

This is a 12-month casual on-hire assignment based on site in Shepparton and Traralgon VIC, offering 37.5 hours per week at $38.89 per hour plus superannuation, with potential for extension. Occasional work-from-home opportunities may arise.

Qualifications

• Excellent verbal and written communication with a diverse range of people.
• Strong commitment to high-quality customer service and positive client experiences.
• Effective time management and organisational skills, with the ability to prioritise multiple tasks.
• Practical problem-solving skills and sound judgement when responding to enquiries.
• Proficient with Microsoft Office and standard office systems.

Responsibilities

• Respond to enquiries in person, over the phone, via email and SMS.
• Resolve matters where possible and direct clients to appropriate services.
• Provide reception support and assist visitors with online services.
• Deliver information and referrals to government and community services.
• Manage shared inboxes, telephone enquiries and appointment scheduling.
• Coordinate appointments and maintain an inclusive, accessible office environment.
• Record data accurately and ensure follow-up actions are completed.
• Document and record complaints and feedback using internal systems.
• Provide general administrative support to the team.

Job description

Join our client’s team as an APS3 Participant Support Officer, where you’ll play an important role in delivering quality customer service and helping individuals access the information, services and support they need. As a key point of contact, you’ll respond to enquiries, assist clients and stakeholders, and provide essential administrative support to ensure the smooth day-to-day operation of the local office.

This is a 12-month casual on-hire assignment, based on site in Shepparton and Traralgon VIC, offering 37.5 hours per week at $38.89 per hour plus superannuation. There is potential for an extension.

About the role

You’ll be responsible for responding to enquiries in person, over the phone, via email and SMS, resolving matters where possible and directing clients to appropriate services when required. You’ll also provide administrative and operational support to the wider team, helping ensure an efficient and positive service experience.

Key responsibilities

• Respond to enquiries and assist with resolving client matters in line with relevant legislation, policies and procedures.
• Provide reception support and assist visitors with online services and self-service facilities.
• Deliver clear information and referrals to relevant government and community services.
• Manage shared inboxes, telephone enquiries and appointment scheduling.
• Coordinate appointments and help maintain an inclusive and accessible office environment.
• Complete data entry, maintain accurate records and ensure follow-up actions are completed.
• Receive, document and record complaints and feedback using internal business systems.
• Provide general administrative support to assist the team in delivering effective services.

About you

You’re a customer-focused professional who enjoys helping people, solving problems and working in a collaborative environment. You bring a professional and empathetic approach to every interaction, along with strong organisational skills and the ability to manage competing priorities.

To be successful in this role, you will demonstrate:

• Excellent verbal and written communication skills, with the ability to engage professionally and empathetically with a diverse range of people.
• A strong commitment to delivering high-quality customer service and positive client experiences.
• Effective time management and organisational skills, with the ability to prioritise multiple tasks.
• Practical problem-solving skills and sound judgement when responding to enquiries.
• Strong attention to detail and accuracy when maintaining records and completing administrative tasks.
• Confidence using Microsoft Office and other computer-based business systems.
• A positive, respectful and inclusive approach, with the flexibility to adapt to changing priorities and client needs.
• The ability to work effectively both independently and as part of a team.

Assignment details

• Location: Shepparton & Traralgon VIC
• Hours: 37.5 hours per week
• Duration: 12 months, with potential for extension
• Engagement type: Casual on-hire through a recruitment agency
• Hourly rate: $38.89 plus superannuation
• Work arrangement: Primarily office-based, with possible occasional work-from-home opportunities
• Eligibility: Australian citizenship is required

If you have a passion for customer service, strong administrative capabilities and the ability to make a positive difference through your work, we encourage you to apply.

If you have any questions or would like more details, don’t hesitate to reach out to Kirby Riantocoat **************@f2frecruitment.com.au