Participant Support Officer - Hybrid Frontline Helpdesk

HR Partners; Bega; Hybrid; AUD 65,000 - 78,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Randstad has partnered with a major federal government agency to deliver participant support services in Bega and across New South Wales.

As an APS3 Participant Support Officer, you will be the first point of contact for participants, providers and external stakeholders, handling inquiries by front desk, phone and email.

The role offers full-time work with a twelve-week training period, with potential hybrid work arrangements after consolidation.

Qualifications

• Background in customer service, service delivery or disability sector.
• Positive attitude towards people with a disability and social inclusion.
• Ability to think critically and creatively to resolve complex participant issues.
• Excellent empathy, patience and adaptability in sensitive conversations.
• Strong written and verbal communication with attention to detail.
• Ability to manage multiple tasks and meet deadlines in changing environments.
• Clearance: National Criminal History Records Check.

Responsibilities

• Providing high quality customer service as the first point of contact and resolution in person, over the phone and via email
• Resolving customer enquiries, including those without clear scripts, and referring matters in accordance with relevant legislation and operational instructions
• Triaging moderately complex participant enquiries and managing inbox priorities
• Conducting outbound calls to participants, service providers and key stakeholders
• Undertaking suitability assessments for entry and exit into specialist planning streams
• Assisting with project management activities, research, analysis and regular reporting tasksResearching solutions for complex issues and participating in risk management analysis
• Working collaboratively in a team setting to support continuous process improvement and peer guidance

Skills

Customer service

Communication

Problem solving

Empathy

Job description

Randstad has partnered with a major federal government agency to deliver participant support services in Bega and across New South Wales.

As an APS3 Participant Support Officer, you will be the first point of contact for participants, providers and external stakeholders, handling inquiries by front desk, phone and email.

The role offers full-time work with a twelve-week training period, with potential hybrid work arrangements after consolidation.