APS3 Participant Support Officer DFP Recruitment location Melbourne. $36.27 per hour.

We are seeking enthusiastic and professional front of house officers to join the team within a federal government agency based in either ballarat, bairnsdale, or bentleigh. This is a 9 month contract paying $36.27 per hour and will be an equivalent aps3 level.

The role as the business 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 in line with relevant legislation. Providing counter support for the local office including participant enquiries in the self-help kiosks and online platforms.

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 appoints with the use of agency office facilities. Undertaking research and investigation activities and preparing associated reports and correspondence

About you as the business 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. In addition, you will demonstrate the following skills and experience advanced ms office suite. Office support/administration (minimum of 2 years).

Strong customer service experience. Strong communication skills, both verbal and written. Excellent interpersonal skills. Strong organisational skills. A high attention to detail. Having a strong interest or previous experience with the disability sector would be an advantage. As this role is within the federal government, applicants are required to hold australian citizenship.