APS3 Participant Support Officer

Talent Corp; Katoomba; On-site; AUD 75,000 - 82,000; Full time

Job summary

Talent International is recruiting for an APS3 Participant Support Officer to work for a Federal Government client at Bega/Coffs Harbour/Katoomba/Windsor/Parramatta/Penrith/Tamworth/Tweed Heads/Wollongong. The contract runs until end of Dec, 2027 with possible extension. Pay is $38.89 per hour + Super.

7.6 hours per day and 38 hours per week. This role focuses on providing high-quality customer service while helping resolve enquiries and connect participants with the right services.

Qualifications

• Previous experience in customer service, service delivery or the disability sector.
• Excellent written and verbal communication skills.
• Strong interpersonal skills and the ability to communicate with a diverse range of people.
• Empathy and confidence when handling sensitive or challenging conversations.
• Sound problem-solving and decision-making skills.
• The ability to make evidence-based decisions and exercise good judgement.
• Strong organisational skills and the ability to manage multiple tasks and deadlines.
• The ability to follow procedures, maintain schedules and work within established guidelines.
• Adaptability and confidence working in a changing and dynamic environment.
• A collaborative approach and the ability to contribute positively within a team.

Responsibilities

• Provide high-quality customer service to participants, customers and stakeholders in person, over the phone and via email.
• Respond to enquiries and resolve matters where clear guidance or standard scripts may not be available.
• Refer enquiries to the appropriate internal team, government agency or community service when required.
• Triage moderately complex enquiries and participant matters.
• Manage and resolve participant matters in accordance with relevant legislation, operational guidelines, work instructions and government direction.
• Make outbound calls to participants, service providers and other stakeholders.
• Undertake suitability assessments for entry into and exit from specialist planning streams.
• Manage shared inboxes, assess priorities and escalation urgent or sensitive participant matters.
• Support project activities, including developing project plans, conducting research and analysis and contributing to regular reporting.
• Research possible solutions to moderately complex issues and assist with risk-management activities.
• Work collaboratively with colleagues and contribute to process improvements, team activities and on-the-job support.
• Manage competing priorities while meeting required deadlines and service standards.

Skills

Customer service

Communication skills

Interpersonal skills

Empathy

Problem solving

Decision making

Organisational skills

Teamwork

Job description

Talent International is currently recruiting for an APS3 Participant Support Officer to work for one of our Federal Government clients at Bega/Coffs Harbour/Katoomba/Windsor/Parramatta/Penrith/Tamworth/Tweed Heads/Wollongong. The position is a contract role till end of Dec, 2027 with the possibility of extension. The role pays $38.89 per hour + Super.

7.6 hours per day and 38 hours per week

About the Role

As a Participant Support Officer, you will be the first point of contact for participants, customers and stakeholders. You will provide professional and empathetic customer service while helping resolve enquiries, manage participant matters and connect customers with the appropriate services.

This role would suit someone with experience in customer service, service delivery, community services or the disability sector who is comfortable managing sensitive and sometimes challenging conversations.

Key Responsibilities

• Provide high-quality customer service to participants, customers and stakeholders in person, over the phone and via email.
• Respond to enquiries and resolve matters where clear guidance or standard scripts may not be available.
• Refer enquiries to the appropriate internal team, government agency or community service when required.
• Triage moderately complex enquiries and participant matters.
• Manage and resolve participant matters in accordance with relevant legislation, operational guidelines, work instructions and government direction.
• Make outbound calls to participants, service providers and other stakeholders.
• Undertake suitability assessments for entry into and exit from specialist planning streams.
• Manage shared inboxes, assess priorities and escalation urgent or sensitive participant matters.
• Support project activities, including developing project plans, conducting research and analysis and contributing to regular reporting.
• Research possible solutions to moderately complex issues and assist with risk-management activities.
• Work collaboratively with colleagues and contribute to process improvements, team activities and on-the-job support.
• Manage competing priorities while meeting required deadlines and service standards.

To be successful in this role, you will have:

• Previous experience in customer service, service delivery or the disability sector.
• Excellent written and verbal communication skills.
• Strong interpersonal skills and the ability to communicate with a diverse range of people.
• Empathy and confidence when handling sensitive or challenging conversations.
• Sound problem-solving and decision-making skills.
• The ability to make evidence-based decisions and exercise good judgement.
• Strong organisational skills and the ability to manage multiple tasks and deadlines.
• The ability to follow procedures, maintain schedules and work within established guidelines.
• Adaptability and confidence working in a changing and dynamic environment.
• A collaborative approach and the ability to contribute positively within a team.