Citizen Services Support Officer (APS3) – Hybrid/Remote

Hoban Recruitment; Queensland; Hybrid; AUD 44,000 - 63,000; Full time

Job summary

Hoban Recruitment in Bundaberg is seeking an organised APS3 Participant Support Officer to join a busy Federal Government team. The role focuses on frontline customer service and accurate administrative support.

You will be the first point of contact for customers and stakeholders, handling sensitive enquiries with empathy and guiding people to appropriate services. The position offers hourly pay of $38.89 excluding super, with hybrid work options and a requirement for Australian Citizenship.

Qualifications

• Previous customer service, administration, reception or contact centre experience.
• Clear, respectful and empathetic written and verbal communication.
• Confidence assisting people who may have complex or sensitive circumstances.
• Strong organisation skills and the ability to manage competing priorities.
• Accurate data entry and record keeping skills.
• Proficiency with Microsoft Office and learning new business systems.
• Sound judgement handling confidential or sensitive information.

Responsibilities

• Providing professional customer service in person, by telephone, email and SMS
• Responding to customer and stakeholder enquiries
• Resolving routine matters and escalating complex enquiries when required
• Providing information and referrals to appropriate government or community services
• Supporting front reception and assisting customers to use online and self service facilities
• Managing a shared email inbox, appointments and telephone enquiries
• Coordinating accessible appointments and meeting facilities
• Completing accurate data entry and follow up activities
• Receiving and recording complaints, feedback and service requests
• Providing administrative and operational support to service delivery staff
• Maintaining accurate records in line with established policies and procedures

Skills

Customer service

Administration

Reception

Data entry

Microsoft Office

Communication

Empathy

Organisation

Problem solving

Job description

Hoban Recruitment in Bundaberg is seeking an organised APS3 Participant Support Officer to join a busy Federal Government team. The role focuses on frontline customer service and accurate administrative support.

You will be the first point of contact for customers and stakeholders, handling sensitive enquiries with empathy and guiding people to appropriate services. The position offers hourly pay of $38.89 excluding super, with hybrid work options and a requirement for Australian Citizenship.