Frontline Participant Support Specialist

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

Job summary

DFP Recruitment is seeking APS3 Participant Support Officers to work with a large Federal Government Agency in a high-volume service delivery setting. The role focuses on frontline customer service, administrative support and operational assistance to deliver quality outcomes for service users.

The successful candidate will manage inquiries via phone, email and in person, perform data entry, handle appointments and maintain accurate records across internal systems, while adhering to established

Qualifications

• Strong customer service skills with the ability to communicate clearly, professionally and empathetically.
• Confidence managing sensitive or challenging conversations.
• Sound administrative skills with strong attention to detail.
• Ability to organise your workload, follow procedures and meet deadlines.
• Confidence using Microsoft Office and other computer-based systems.
• Ability to work effectively both independently and as part of a team.
• Flexibility to adapt to changing priorities and operational requirements.
• Experience working in a customer-facing, contact centre or service delivery environment (desirable).

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.

Skills

Customer service

Administrative tasks

Communication skills

Data entry

Teamwork

Problem solving

Tools

Microsoft Office

Job description

DFP Recruitment is seeking APS3 Participant Support Officers to work with a large Federal Government Agency in a high-volume service delivery setting. The role focuses on frontline customer service, administrative support and operational assistance to deliver quality outcomes for service users.

The successful candidate will manage inquiries via phone, email and in person, perform data entry, handle appointments and maintain accurate records across internal systems, while adhering to established