Participant Support Officer (APS3) - Front Desk & Help

Hoban; Brisbane; On-site; AUD 44,000 - 63,000; Part time

Job summary

HOBAN Recruitment is seeking an organised APS3 Participant Support Officer for a casual, hourly role in Mount Gravatt. The position requires Australian Citizenship and focuses on customer service and administrative support within a Federal Government team.

You will be the first point of contact for customers and stakeholders, handling enquiries with empathy and providing information and referrals to services.

Qualifications

• Previous customer service, administration, reception or contact centre experience.
• Clear, respectful and empathetic written and verbal communication.
• Confidence assisting people who may have complex or sensitive circumstances.
• Strong organisation skills and the ability to manage competing priorities.
• Accurate data entry and record keeping skills.
• The ability to identify issues and provide practical solutions.
• Confidence using Microsoft Office and learning new business systems.
• The ability to build rapport with customers, colleagues and external stakeholders.
• Australian Citizenship required.

Responsibilities

• Provide in-person, phone, email and SMS customer service.
• Respond to customer and stakeholder enquiries.
• Resolve routine matters and escalate complex enquiries.
• Provide information and referrals to government or community services.
• Support front reception and assist customers to use online and self-service facilities.
• Manage a shared email inbox, appointments and telephone enquiries.
• Coordinate accessible appointments and meeting facilities.
• Complete accurate data entry and follow up activities.
• Receive and record complaints, feedback and service requests.
• Provide administrative and operational support to service delivery staff.
• Maintain accurate records in line with policies and procedures.

Skills

Customer service

Administration

Reception

Data entry

Microsoft Office

Communication

Empathy

Organisational skills

Problem solving

Stakeholder engagement

Tools

Microsoft Office

Job description

HOBAN Recruitment is seeking an organised APS3 Participant Support Officer for a casual, hourly role in Mount Gravatt. The position requires Australian Citizenship and focuses on customer service and administrative support within a Federal Government team.

You will be the first point of contact for customers and stakeholders, handling enquiries with empathy and providing information and referrals to services.