Aps4 Participant Support Officer

Live North West QLD; Mount Isa City; On-site; AUD 85,000 - 95,000; Full time

Benefits offered by this job

Weekly pay

Training provided

Nominated superannuation fund

Job summary

North West Queensland is seeking a dedicated professional to deliver high-quality customer service and support for Australians living with disability. You will handle inquiries via phone, email, and in person, guiding participants with sound judgement and practical solutions.

The role involves research, analysis, reporting, and collaboration with internal teams to achieve positive outcomes. It is a full-time hybrid position offering extension prospects and a competitive hourly rate.

Qualifications

• Strong communication skills and empathetic engagement with participants.
• Ability to manage multiple priorities and maintain attention to detail.
• Willingness to learn disability services frameworks and policies.

Responsibilities

• Delivering high-quality customer service across phone, email and face-to-face channels.
• Managing and resolving complex inquiries with sound judgement and appropriate advice.
• Monitoring shared inboxes and workflows, prioritising tasks and escalating critical matters.
• Conducting assessments and making recommendations in line with legislation and policy.
• Supporting projects through research, analysis, reporting and continuous improvement.
• Collaborating with internal teams to resolve issues and manage risks.

Skills

Strong communication

Empathetic engagement

Multi-tasking

Problem solving

Disability services knowledge

Job description

Job Description

• This role offers the chance to make a meaningful impact while building your skills in administration, research, customer service and casework.
• Join a growing Federal Government agency with a strong focus on operational excellence and career development.
• Enjoy work from home on occasion, a competitive hourly rate, and the potential for extension or permanency,

Your New Company

Your organisation delivers a national support system for Australians living with disability, funding essential services tailored to individual needs and helping people achieve their goals. As a growing Federal Government agency focused on operational excellence, this role offers a chance to contribute to meaningful initiatives and take your career to the next level.

Your New Role

You will be responsible for:

• Delivering high-quality customer service and support to clients, customers, and stakeholders across phone, email, and face-to-face channels.
• Managing and resolving complex enquiries, using sound judgement to provide accurate advice and identify appropriate solutions.
• Monitoring shared inboxes and workflows, prioritising tasks, escalating critical matters, and ensuring service standards are met.
• Conducting assessments, reviewing information, and making informed recommendations in line with legislation, policy, and operational guidelines.
• Supporting project and operational activities through research, analysis, reporting, and continuous improvement initiatives.
• Collaborating with internal teams and stakeholders to resolve issues, manage risks, and contribute to positive outcomes for customers and the organisation.

About the Candidate

• Strong communication skills with the ability to engage empathetically with participants.
• A commitment to delivering high-quality customer service and supporting individuals with disabilities.
• Ability to manage multiple priorities efficiently and maintain attention to detail.
• Problem-solving capability to identify issues and develop practical solutions.
• Knowledge of disability services and frameworks (or willingness to learn).
• Ability to work collaboratively in a team environment and adapt to changing priorities.

Work Environment

• Contract though until December 31st, 2026 (strong view for extension).
• Hourly rate of $43.82 + super.
• Full-time hybrid contract
• Australian Citizenship is required.

What You'll Get in Return

• An opportunity to progress your career with a large Federal Government agency.
• A positive and open working culture, with training provided.
• Weekly pay cycle.
• Online timesheet submission and approval.
• Nominated superannuation fund.