APS3 Participant Support Officer DFP Recruitment location Brisbane. $37.36 per hour.

We are seeking a number of enthusiastic and professional Participant Support Officers to join the team within a Federal Government Agency based in Brisbane. This role will be on a contract basis for 12 months (with view to extension) 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 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.

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