APS4 Participant Support Officer

DFP Recruitment; Geelong; On-site; AUD 65,000 - 85,000; Full time

Job summary

DFP Recruitment on behalf of a large Federal Government Agency is seeking APS4 Participant Support Officers to join a program supporting participants and families through service and reform initiatives.

The role focuses on customer service, administration, stakeholder engagement, and problem solving, with responsibilities across enquiries, reviews and process improvements.

Qualifications

• Strong communication and stakeholder engagement skills.
• Ability to manage competing priorities and meet deadlines.
• Sound judgement when handling sensitive or complex matters.
• Experience delivering administrative and operational support in a busy environment.
• Strong problem-solving skills and attention to detail.

Responsibilities

• Manage enquiries and provide accurate advice and support.
• Conduct desktop reviews and maintain records across a range of systems.
• Make outbound calls to participants, providers and other stakeholders.
• Manage workflow and administrative processes to meet team objectives.
• Resolve matters and escape complex issues as required.
• Support project activities, reporting, research and process improvements.
• Apply legislation, policies and procedures to support decision-making.

Skills

Strong communication

Stakeholder engagement

Prioritization

Attention to detail

Tools

Microsoft Office

Job description

On behalf of a large Federal Government Agency, we are looking for APS4 ParticipantSupport Officers to join a significant program supporting participants and their families through service and reform initiatives.

This role is ideal for a customer-focused professional with strong administration, stakeholder engagement and problem-solving skills.

Key Responsibilities

• Manage enquiries and provide accurate advice and support.
• Conduct desktop reviews and maintain records across a range of systems.
• Make outbound calls to participants, providers and other stakeholders.
• Manage workflow and administrative processes to meet team objectives.
• Resolve matters and escape complex issues as required.
• Support project activities, reporting, research and process improvements.
• Apply legislation, policies and procedures to support decision-making.

About You

• Strong communication and stakeholder engagement skills.
• Ability to manage competing priorities and work to deadlines.
• Sound judgement when handling sensitive or complex matters.
• Experience delivering administrative and operational support in a busy environment.
• Strong problem-solving skills and attention to detail.
• Ability to work collaboratively while managing tasks independently.

Desirable

• Experience in participant, customer or community service environments.
• Knowledge of privacy, confidentiality and handling sensitive information.
• Understanding of government service delivery or support programs.
• Proficiency with Microsoft Office and business systems.

As this role is with a Federal GovernmentAgency, 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.