APS4 Participant Support Officer

Talent Corp; Newcastle City Council; On-site; AUD 51,000 - 69,000; Full time

Job summary

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 December with the possibility of extension.

The role pays AUD 43.82 per hour + Super. 7.6 hours per day and 38 hours per week.

Qualifications

• Strong communication and stakeholder-engagement skills.
• 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 maintain accurate information across computer systems.
• Professional, calm approach when handling risks or difficult situations.
• Strong problem-solving and issue-resolution skills.
• Experience communicating with internal and external stakeholders.
• Understanding of government participant services and operations.
• Knowledge of confidentiality and privacy handling.
• Understanding of participant/customer service journeys.

Responsibilities

• Conduct desktop reviews and transfer information into internal systems.
• Respond to enquiries when guidance isn’t available.
• Manage an allocated workload using team processes.
• Make outbound calls to participants, providers and stakeholders.
• Undertake suitability assessments for entry into and exit from specialist streams.
• Resolve participant matters in line with legislation, policies and guidelines.
• Escalate complex planning matters to senior teams.
• Analyse workflows and improve work allocation.
• Support project activities including research, planning and reporting.
• Collaborate on process improvements and team activities.
• Provide guidance and on-the-job support to colleagues.

Skills

Strong communication

Stakeholder engagement

Administrative experience

Customer service

Case management

Prioritisation

Legislation knowledge

Microsoft Office

Government systems

Team collaboration

Problem solving

Confidentiality handling

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.