APS3 Participant Support Officer

We are seeking an enthusiastic and professional Participant Support Officer to join the team within a Federal Government Agency based in Brisbane CBD. This is a 12 month assignment (with a possibility for an extension) and will be an equivalent APS3 level.

The Role:

As a Participant Support Officer you will assist customers by answering enquiries, booking appointments, making assessments on eligibility for payments and undertaking processing and system entry activities related to a customer's needs.  The position will undertake procedural, clerical, administrative support and operational tasks including some basic research and analysis activities. The position may have a public contact role and may be required to communicate with and provide straightforward advice to a range of internal and external stakeholders.

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.
• 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:

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.

As this role is within the Federal Government, applicants are required to be an Australian Citizenship at time of application.

If you are interested in this role, please APPLY NOW.

Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.

DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via  or and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.

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