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Aps3 Participant Support Officer

4 weeks ago

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

**The Role**:
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 self-help 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.

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

If you are interested in this role, please APPLY NOW by clicking the available link.