Frontline Participant Support Officer

DFP Recruitment; Katherine; On-site; AUD 60,000 - 70,000; Full time

Job summary

DFP Recruitment is partnering with a large Federal Government Agency to recruit APS3 Participant Support Officers within a high‑volume service delivery environment. The role supports frontline service delivery through high‑quality customer service, administrative support and operational assistance.

Responsibilities include handling enquiries via phone, email and face‑to‑face, managing appointments, data entry, and maintaining records in internal systems.

Responsibilities

• Manage and resolve client matters by actioning administrative and operational tasks in line with established legislation, policies and procedures.
• Provide frontline customer service support, including counter and reception duties, self‑service kiosks and online assistance.
• Respond to enquiries via phone, email and face‑to‑face interactions, providing accurate information or referrals to appropriate services.
• Manage shared inboxes, appointments and telephone enquiries.
• Coordinate appointments and ensure facilities are accessible and appropriate for service users.
• Undertake basic research and investigation activities and prepare associated correspondence and reports.
• Complete data entry and maintain accurate records in internal business systems.
• Receive, record and process complaints and feedback in accordance with established procedures.
• Support team operations by managing competing priorities in a fast‑paced environment.

Job description

DFP Recruitment is partnering with a large Federal Government Agency to recruit APS3 Participant Support Officers within a high‑volume service delivery environment. The role supports frontline service delivery through high‑quality customer service, administrative support and operational assistance.

Responsibilities include handling enquiries via phone, email and face‑to‑face, managing appointments, data entry, and maintaining records in internal systems.