Aps3 Participant Support Officer

1 week ago


Robina, Queensland, Australia DFP Recruitment Services Full time

Job description:

We are seeking an enthusiastic and professional Participant Support Officer to join the team within a Federal Government Agency based in Robina.

This role will be on a contract basis for 12 months and will be an equivalent APS3 level.

The Role:


To be successful in this role you will ideally have proven experience within a customer service environment, ideally within a Government setting.


As the Participant Support Officer, you will assist customers in a face to face environment by answering enquiries, booking appointments, making assessments on eligibility for payments and undertaking processing and system entry activities related to a customer's needs.

In addition, you will provide general administrative support to the wider team.


You will handle a wide range of matters regarding eligibility, participation and ongoing access to payments and services for participants.


Responsibilities include:

  • Managing and resolving participant matters by actioning planning tasks.
  • Providing counter/reception support for the local office including participant enquiries in the selfhelp kiosks and online support.
  • Resolving customer enquiries, providing information and/or referring customers to appropriate government or community services.
  • Coordinating appointments with the use of Agency office facilities and ensuring facilities are accessible for participants.
  • Undertaking research and investigation activities and preparing associated reports and correspondence.
  • Undertaking a range of data entry activities and ensuring follow up is completed.
  • Receiving and recording complaints and other feedback in the Business systems

About you:


As the Participant Support Officer, you will present with a high level of personal resilience and the ability to deal with emotional and challenging customer circumstances and high workload demands.

This role will involve liaising with participants on a face to face basis and at times, delivering difficult news / handling challenging conversations.

If you are interested in this role, please APPLY NOW or call Paula on for more information.

Note:
You may be required to provide evidence of your COVID-19 vaccination status.

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