APS3 Participant Support Officer Echuca

3 weeks ago


Melbourne, Victoria, Australia Talent International Full time
About the Role:

The APS3 Participant Support Officer is a key position within our client's National Delivery Division Branch, responsible for providing front-line service delivery support. This APS3 level role offers an hourly rate of $37.36 per hour, plus Superannuation, and is based in Echuca office.

The successful candidate will be responsible for setting priorities, managing work flow, and producing work subject to regular monitoring by senior positions. Key responsibilities include:

  • Managing and resolving participant matters by actioning planning tasks as per the Agency Act
  • Providing counter/reception support for the local office, including participant enquiries in the self-help kiosks and Agency online support
  • Resolving customer enquiries, providing information, and referring customers to appropriate government or community services
  • Managing the team shared email inbox, appointments, and telephone enquiries
  • 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:
  • Australian citizenship is a requirement for this position
  • Previous experience within Government or Disability is highly advantageous
  • Ability to work in a team, communicate effectively, and provide customer service
  • Ability to manage conflict and difficult/sensitive conversations
  • Microsoft Suite skills, including Excel, Word, Outlook, and Teams
  • Ability to use initiative and work independently
  • Ability to learn new systems and processes


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