Support Officer

Hoban Recruitment; Queensland; Hybrid; AUD 44,000 - 63,000; Full time

Job summary

Hoban Recruitment in Bundaberg is seeking an organised APS3 Participant Support Officer to join a busy Federal Government team. The role focuses on frontline customer service and accurate administrative support.

You will be the first point of contact for customers and stakeholders, handling sensitive enquiries with empathy and guiding people to appropriate services. The position offers hourly pay of $38.89 excluding super, with hybrid work options and a requirement for Australian Citizenship.

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.
• Proficiency with Microsoft Office and learning new business systems.
• Sound judgement handling confidential or sensitive information.

Responsibilities

• Providing professional customer service in person, by telephone, email and SMS
• Responding to customer and stakeholder enquiries
• Resolving routine matters and escalating complex enquiries when required
• Providing information and referrals to appropriate government or community services
• Supporting front reception and assisting customers to use online and self service facilities
• Managing a shared email inbox, appointments and telephone enquiries
• Coordinating accessible appointments and meeting facilities
• Completing accurate data entry and follow up activities
• Receiving and recording complaints, feedback and service requests
• Providing administrative and operational support to service delivery staff
• Maintaining accurate records in line with established policies and procedures

Skills

Customer service

Administration

Reception

Data entry

Microsoft Office

Communication

Empathy

Organisation

Problem solving

Job description

APS3 Participant SupportOfficer HOBAN Recruitment is seeking an organised and customer focused APS3 Participant Support Officer to join a busy Federal Government team in Bundaberg (Australian Citizenship required).

$38.89 hourly (excluding super)

This position suits someone who communicates clearly, approaches sensitive enquiries with empathy and can balance face to face customer service with accurate administrative support. You will be an important first point of contact for customers and stakeholders, helping resolve enquiries and connecting people with appropriate government or community services. About the role Working as part of a collaborative service delivery team, you will manage your own priorities and workflow while completing work under regular guidance and monitoring.

Your responsibilities will include:

• Providing professional customer service in person, by telephone, email and SMS
• Responding to customer and stakeholder enquiries
• Resolving routine matters and escalating complex enquiries when required
• Providing information and referrals to appropriate government or community services
• Supporting front reception and assisting customers to use online and self service facilities
• Managing a shared email inbox, appointments and telephone enquiries
• Coordinating accessible appointments and meeting facilities
• Completing accurate data entry and follow up activities
• Receiving and recording complaints, feedback and service requests
• Providing administrative and operational support to service delivery staff
• Maintaining accurate records in line with established policies and procedures

About you To be successful, you will demonstrate:

• 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
• Sound judgement when handling confidential or sensitive information
• The ability to build rapport with customers, colleagues and external stakeholders
• A collaborative approach and a commitment to providing accessible, inclusive services
• Flexibility when responding to changing operational priorities and customer needs
• Australian Citizenship required

Experience in government, community services, health, human services, aged care or another customer focused service environment would be highly regarded.

Working environment The position may involve:

• Working in an open plan and hot desk environment
• Extended periods of computer and telephone based work
• Extended periods sitting at a reception counter or desk
• Occasional work from home, subject to operational requirements
• Working in an environment where assistance animals may be present