APS4 Participant Support Officer

Talent International; City of Parramatta; On-site; AUD 76,000 - 79,000; Full time

Job summary

Talent International is recruiting an APS4 Participant Support Officer to support a Federal Government client in Parramatta. The contract runs to end of December with potential extension. The role pays $43.82 per hour plus super, with 7.6 hours per day and 38 hours per week.

You will review participant information, update systems, manage workflows, and respond to enquiries while applying relevant legislation and guidelines. Strong administration and stakeholder skills are essential.

Qualifications

• Experience in administrative, customer service or case-management roles.
• Ability to interpret and apply legislation, policies and procedures.
• Strong written and verbal communication across diverse stakeholders.
• Experience reviewing and entering data in multiple computer systems.
• Calm, professional approach to risk or difficult situations.
• Good judgement with escalation when required.
• Ability to deliver administrative, operational and analytical outcomes under general direction.

Responsibilities

• Review participant information and update internal systems.
• Respond to enquiries using standard guidance or scripts.
• Manage allocated workload using established team processes.
• Make outbound calls to participants, providers and stakeholders.
• Undertake suitability assessments for entry into and exit from streams.
• Resolve participant matters in line with legislation and guidelines.
• Escalate complex planning matters to senior team members.
• Analyse workflows and suggest improvements to work allocation.
• Support project activities including research, analysis and reporting.
• Collaborate with colleagues and contribute to process improvements.

Skills

Stakeholder engagement

Administrative experience

Policy & legislation application

Information management

Risk management

Team collaboration

MS Office proficiency

Government customer service

Tools

Microsoft Office

Job description

Talent International is currently recruiting for an APS4 Participant Support Officer to work for one of our Federal Government clients at Parramatta/Newcastle/Campbelltown/Wollongong. The position is a contract role till end of Dec with the possibility of extension. The role pays $43.82 per hour + Super.

7.6 hours per day and 38 hours per week

The Role

As an APS4 Participant Support Officer, you will review participant information, update internal systems, manage allocated workflows and respond to enquiries. You will also contact participants and providers, complete assessments and resolve moderately complex matters in accordance with relevant legislation, policies and operational guidelines.

Key Responsibilities

• Conduct desktop reviews and accurately transfer information into internal systems and web-based forms.
• Respond to enquiries where clear guidance or standard scripts may not always be available.
• Manage an allocated workload using established team processes.
• Make outbound calls to participants, providers and other stakeholders.
• Undertake suitability assessments for entry into and exit from specialist planning streams.
• Manage and resolve participant matters in accordance with legislation, policies and operational guidelines.
• Escalate complex planning matters to senior team members or other service-delivery teams.
• Analyse workflows and recommend improvements to work allocation.
• Support project activities, including research, analysis, project planning and regular reporting.
• Work collaboratively and contribute to process improvements and team activities.
• Provide practical guidance and on-the-job support to colleagues.

Required Skills and Experience

• Strong communication and stakeholder-engagement skills.
• Demonstrated administrative, customer service or case-management experience.
• Ability to manage competing priorities and meet deadlines.
• Experience applying legislation, policies and procedures to resolve issues.
• Ability to accurately review, enter and maintain information across computer systems.
• Calm and professional approach when managing risks or difficult situations.
• Sound judgement and the ability to identify when matters require escalation.
• Ability to deliver administrative, operational and analytical outcomes under general direction.
• Willingness to support colleagues and contribute positively to a team environment.
• Strong problem-solving and issue-resolution skills.
• Experience communicating with internal and external stakeholders.
• Understanding of government participant services and operational environments.
• Knowledge of confidentiality, privacy and the appropriate handling of sensitive information.
• Understanding of participant or customer service journeys.
• Proficiency in Microsoft Office and government business systems.