APS3 Participant Support Officer

Chandler Macleod; Shire Of Carnarvon; On-site; AUD 52,000 - 56,000; Full time

Benefits offered by this job

ASAP Start

12-month assignment

Full-time Mon-Fri

Office in Carnarvon WA

Job summary

Chandler Macleod is seeking a receptionist/customer service focused professional for a 12-month assignment at our WA Carnarvon office. The role involves managing participant inquiries, coordinating appointments, and providing frontline support in a government setting.

The ideal candidate will have experience in reception, strong communication skills, and the ability to handle sensitive conversations. Full-time hours, federal police clearance required, located in Carnarvon, WA.

Qualifications

• Experience in reception or face-to-face customer service.
• Strong communication and customer service skills.
• Ability to work in a team and independently.
• Ability to manage conflict and sensitive conversations.
• Proficiency with Microsoft Office (Excel, Word, Outlook, Teams).

Responsibilities

• Managing and resolving participant matters by actioning planning tasks as per the Agency Act.
• Providing counter/reception support for the local office including participant enquiries in the self-help kiosks and the Agency online support.
• Resolving customer enquiries, providing information and/or referring customers to appropriate government or community services.
• Managing the team shared email inbox, appointments and telephone enquiries.
• Coordinating appointments with the use of Agency office facilities and ensuring facilities are accessible for participants.
• Undertaking research and investigation activities and preparing associated reports and correspondence.
• Undertaking a range of data entry activities and ensuring follow up is completed.
• Receiving and recording complaints and other feedback in the Agency Business systems.

Skills

Reception experience

Customer service

Teamwork

Conflict management

Communication skills

MS Office

Initiative

Independent work

Tools

Microsoft Office

Job description

Mandatory: Australian Citizenship required to work within Federal Government.

About the company:

This Federal Government agency works to deliver programs and services that support people with disability and their families, aiming to improve access, engagement, and outcomes across Australia. The agency collaborates closely with communities, service providers, and government stakeholders to implement initiatives that enhance social inclusion, wellbeing, and equity.

About the role:

• Managing and resolving participant matters by actioning planning tasks as per the Agency Act.
• Providing counter/reception support for the local office including participant enquiries in the self-help kiosks and the Agency online support.
• Resolving customer enquiries, providing information and/or referring customers to appropriate government or community services.
• Managing the team shared email inbox, appointments and telephone enquiries.
• Coordinating appointments with the use of Agency office facilities and ensuring facilities are accessible for participants.
• Undertaking research and investigation activities and preparing associated reports and correspondence.
• Undertaking a range of data entry activities and ensuring follow up is completed.
• Receiving and recording complaints and other feedback in the Agency Business systems.

About you:

• You will have previous experience working in a reception or face to face customer service environment
• You will have ability to work in a team
• You will have strong communication and customer service skills
• You will have ability to manage conflict and difficult/sensitive conversations
• You will have Microsoft Suite skills (Excel, Word, Outlook, Teams)
• You will have ability to use initiative and work independently
• You will have ability to learn new systems and processes

Benefits:

• ASAP Start (pending Federal Police Clearance)
• 12-month assignement with potential extension
• Full time hours Monday to Friday
• $38.89per hour + Super
• Office Location:WA – Carnarvon

At Chandler Macleod, we are committed to fostering a diverse workforce where everyone is welcome. We encourage applications from Aboriginal and Torres Strait Islander peoples, women, neurodiverse, people living with a disability and the LGBTIQA+ community.

You can read more about our commitment to diversity and inclusion at https://www.chandlermacleod.com/diversity-and-inclusion.