Participant Support Officer

Chandler Macleod Group; Newcastle City Council; On-site; AUD 65,000 - 90,000; Full time

Job summary

Chandler Macleod Group is recruiting for multiple Business Support Officer opportunities to support participants through key stages of their journey and deliver quality customer service.

In a fast-paced, office-based environment, you will handle a variety of administrative tasks, engage with participants, providers and stakeholders, and ensure timely completion of actions with strong attention to detail.

Qualifications

• Experience in administration or customer service.
• Ability to handle sensitive information with confidentiality.
• Strong interpersonal and communication skills.
• Excellent organisational and time-management abilities.
• Ability to interpret policies, procedures or guidelines.

Responsibilities

• Manage participant-related enquiries and provide accurate information and support.
• Conduct reviews of participant information and maintain records across systems.
• Make outbound calls to gather information and progress matters.
• Assess and action participant requests in line with policies.
• Escalate complex issues and contribute to service delivery outcomes.
• Assist with process improvements, reporting and project initiatives.
• Collaborate with teammates to share knowledge and support improvement.

Skills

Communication

Customer service

Organization

Analytical skills

Problem solving

MS Office

Tools

Microsoft Office

Job description

Chandler Macleod is recruiting on behalf of our clientfor multiple Business Support Officer opportunities. This is a rewarding role where you'll play an important part in supporting participants through key stages of their journey, delivering quality customer service and helping to achieve positive outcomes.
Working within a collaborative and fast-paced environment, you will manage a variety of administrative, operational and customer-focused tasks while engaging with participants, providers and stakeholders across Australia. This a full time, office based, labour hire contract.

About the Role

As a Participant Support Officer, you'll be responsible for managing a diverse workload, resolving enquiries, and supporting participants through established processes and pathways. You'll use a range of systems and tools to review information, assess participant matters, and ensure actions are completed accurately and within required timeframes.

This role requires strong judgement, empathy, attention to detail and the ability to communicate effectively with people from diverse backgrounds.

Key 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.

About You

To be successful in this role, you will demonstrate:

• Exceptional communication and interpersonal skills, with the ability to build rapport and engage with a broad range of stakeholders.
• Strong customer service experience within a high-volume environment.
• The ability to remain calm, professional and solution-focused when dealing with sensitive or complex situations.
• Excellent organisational skills and the ability to manage competing priorities.
• Strong analytical and problem-solving capabilities.
• A high level of attention to detail when working with data and documentation.
• Experience interpreting policies, procedures or legislative frameworks.
• Confidence using Microsoft Office and navigating multiple systems simultaneously.

What We're Looking For

• Experience in administration, customer service, contact centres, case management, human services, health, government or community services environments.
• Ability to handle sensitive information with professionalism and confidentiality.
• Demonstrated resilience, adaptability and commitment to delivering positive customer outcomes.
• A collaborative team player with a proactive approach to learning and continuous improvement.

At Chandler Macleod, we are committed to fostering a diverse workforce where everyone is welcome. We encourage applications from Aboriginal and Torres Strait Islander peoples, women, neurodiverse, people living with a disability and the LGBTIQA+ community.

You can read more about our commitment to diversity and inclusion at https://www.chandlermacleod.com/diversity-and-inclusion.