Participant Experience & Support Specialist

Chandler Macleod Group; Campbelltown; On-site; AUD 60,000 - 76,000; Full time

Job summary

Chandler Macleod Group is recruiting on behalf of our client for multiple Business Support Officer opportunities. This full-time, office-based role supports participants through key stages of their journey, delivering quality customer service and helping to achieve positive outcomes.

As a Participant Support Officer, you will manage a diverse workload, review information, communicate with participants, providers and stakeholders, and ensure actions are completed within required timeframes.

Qualifications

• Exceptional communication and interpersonal skills.
• Strong customer service experience in a high-volume environment.
• Ability to stay calm, professional and solution-focused in difficult situations.
• Excellent organisational skills and ability to manage competing priorities.
• Experience interpreting policies, procedures or legislative frameworks.
• Confidence using Microsoft Office and navigating multiple systems.

Responsibilities

• Manage participant-related enquiries and provide accurate information and support.
• Conduct reviews of participant information and maintain records across multiple systems.
• Make outbound calls to participants, providers and stakeholders to gather information and progress matters.
• Assess and action participant requests in line with legislation, policies and operational guidelines.
• Escalate complex issues where required and contribute to achieving team service delivery outcomes.
• Assist with process improvements, reporting activities and project-related initiatives.
• Work collaboratively with team members to share knowledge, provide feedback and support continuous improvement.

Skills

Communication

Customer service

Organisational skills

Attention to detail

Analytical thinking

Policy interpretation

Microsoft Office

Tools

Microsoft Office

Job description

Chandler Macleod Group is recruiting on behalf of our client for multiple Business Support Officer opportunities. This full-time, office-based role supports participants through key stages of their journey, delivering quality customer service and helping to achieve positive outcomes.

As a Participant Support Officer, you will manage a diverse workload, review information, communicate with participants, providers and stakeholders, and ensure actions are completed within required timeframes.