Empathetic APS3 Participant Support Officer — Contract

Talent Corp; Sydney; On-site; AUD 76,000 - 84,000; Full time

Job summary

Talent International is recruiting for an APS3 Participant Support Officer to support a Federal Government client across multiple NSW locations, including Bega, Coffs Harbour, Katoomba, Windsor, Parramatta and more.

The role is a contract position through to December 2027 with potential extension, paying $38.89 per hour plus Super. You will be the first point of contact for participants, delivering empathetic customer service and assisting with enquiries and referrals.

Qualifications

• Experience in customer service, service delivery or the disability sector.
• Excellent written and verbal communication skills.
• Strong interpersonal skills and ability to communicate with a diverse range of people.
• Empathy and confidence in handling sensitive or challenging conversations.
• Sound problem-solving and decision-making skills.
• Ability to make evidence-based decisions and exercise good judgement.
• Strong organisational skills and ability to manage multiple tasks and deadlines.
• Ability to follow procedures, maintain schedules and work within established guidelines.
• Adaptability and confidence in a changing environment.
• Collaborative approach and ability to contribute positively within a team.

Responsibilities

• Provide high-quality customer service to participants, customers and stakeholders in person, over the phone and via email.
• Respond to enquiries and resolve matters where clear guidance or standard scripts may not be available.
• Refer enquiries to the appropriate internal team, government agency or community service when required.
• Triage moderately complex enquiries and participant matters.
• Manage and resolve participant matters in accordance with relevant legislation, guidelines, and government direction.
• Make outbound calls to participants, service providers and other stakeholders.
• Undertake suitability assessments for entry into and exit from specialist planning streams.
• Manage shared inboxes, assess priorities and elevate urgent or sensitive participant matters.
• Support project activities, including developing project plans, conducting research and reporting.
• Research possible solutions to moderately complex issues and assist with risk-management activities.
• Work collaboratively with colleagues and contribute to process improvements and team activities.
• Manage competing priorities while meeting deadlines and service standards.

Skills

Customer service

Communication

Interpersonal skills

Problem solving

Organisational skills

Multi-tasking

Job description

Talent International is recruiting for an APS3 Participant Support Officer to support a Federal Government client across multiple NSW locations, including Bega, Coffs Harbour, Katoomba, Windsor, Parramatta and more.

The role is a contract position through to December 2027 with potential extension, paying $38.89 per hour plus Super. You will be the first point of contact for participants, delivering empathetic customer service and assisting with enquiries and referrals.