APS4 Participant Support Officer

DFP Recruitment; Adelaide; On-site; AUD 55,000 - 66,000; Full time

Job summary

DFP Recruitment on behalf of a large Federal Government Agency is seeking APS4 Participant Support Officers to join the team at the St Marys and Elizabeth offices in Adelaide. You will manage participant enquiries, provide high-quality customer service, make outbound calls to participants and stakeholders, and review information within Agency systems.

You will apply policies to resolve matters and support continuous improvements while balancing multiple tasks.

Qualifications

• Strong customer service and stakeholder engagement skills.
• Excellent written and verbal communication.
• Ability to manage competing priorities in a fast-paced environment.
• Strong attention to detail and organisational skills.
• Sound problem-solving and decision-making capabilities.
• Ability to work collaboratively in a team.
• Comfort with using computer-based systems.

Responsibilities

• Manage participant enquiries and provide high-quality customer service.
• Make outbound calls to participants, providers and stakeholders.
• Review and process information using Agency systems and processes.
• Apply policies, procedures and legislation to resolve participant matters.
• Manage competing priorities and workflow within established timeframes.
• Undertake administrative, operational and research activities.
• Escalate complex matters where required.
• Contribute to team objectives and continuous improvement initiatives.

Skills

Customer service

Stakeholder engagement

Communication skills

Prioritization

Attention to detail

Team collaboration

Tools

Microsoft Office

Job description

On behalf of a large Federal Government Agency, we have multiple opportunities available for experienced customer service and administration professionals to join as APS4 Participant Support Officers.

These positions are located across the Agency's St Marys and Elizabeth offices and play a key role in supporting participants through the delivery of high-quality services and outcomes.

Key Responsibilities

• Manage participant enquiries and provide high-quality customer service.
• Make outbound calls to participants, providers and stakeholders.
• Review and process information using Agency systems and processes.
• Apply policies, procedures and legislation to resolve participant matters.
• Manage competing priorities and workflow within established timeframes.
• Undertake administrative, operational and research activities.
• Escalate complex matters where required.
• Contribute to team objectives and continuous improvement initiatives.

About You

• Strong customer service and stakeholder engagement skills.
• Excellent communication skills, both written and verbal.
• Ability to manage competing priorities in a fast-paced environment.
• Strong attention to detail and organisational skills.
• Sound problem-solving and decision-making capabilities.
• Ability to work collaboratively in a team environment.
• Confident using Microsoft Office and computer-based systems.

Desirable

• Experience within a contact centre, customer service, administration or case management environment.
• Experience working within a Government or large corporate organisation.
• Understanding of disability, community services or participant-focused environments.
• Experience applying policies, procedures or legislative frameworks in day-to-day work.

What's on Offer

• APS4 equivalent pay rate of $43.82 per hour + super.
• Full-time hours, Monday to Friday.
• Contract through to 31 December 2026 with potential extension.
• Opportunities available across St Marys and Elizabeth.
• ASAP commencement.

As this role is with a Federal Government Agency, applicants are required to be Australian Citizens.

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.