Are you an experienced and professional customer service or administrative support practitioner seeking an opportunity to contribute to participant support and stakeholder services within a federal government environment? A federal government agency is seeking an APS3 Participant Support Officer to provide frontline participant support, manage enquiries and assist service delivery teams within a professional and collaborative team environment.
Role Details:
* Job Title: APS3 Participant Support Officer
* Type: Labour hire assignment, Full time hours
* Location: Cairns
* Rate: $37.36 p/h + superannuation
About the Role
The APS3 Participant Support Officer provides frontline operational and administrative support within a participant service delivery environment. The role acts as a first point of contact for participants, families and stakeholders, providing clear information, responding to enquiries and assisting individuals to navigate available services and supports.
The position involves providing reception and enquiry management support, coordinating appointments, managing shared communication channels and ensuring accurate records are maintained in internal systems. The APS3 Participant Support Officer works within established procedures and guidelines, exercising sound judgement and professionalism while supporting participants and internal teams.
This role contributes to the effective delivery of participant services by ensuring enquiries are resolved where possible, or appropriately referred to relevant teams or community services.
Key Responsibilities
* Provide frontline support to participants and stakeholders via phone, email and in-person enquiries
* Assist participants in navigating available services and provide clear information about relevant processes and supports
* Provide reception and office support including assisting visitors and coordinating appointments
* Manage shared email inboxes, phone enquiries and appointment scheduling activities
* Support participants with self-service tools and online systems where required
* Perform data entry activities and maintain accurate records within internal systems
* Record complaints, feedback and enquiries in accordance with established processes
* Refer enquiries to appropriate internal teams or external community services where required
* Assist service delivery staff with administrative and operational tasks
* Maintain confidentiality and manage sensitive information in accordance with legislative and organisational requirements
* Contribute to a collaborative team environment and support service delivery operations
* Other duties as required
Mandatory Requirements
* Must be an Australian Citizen
* Experience working in customer service, administrative support or frontline service environments
* Strong written and verbal communication skills with the ability to communicate clearly and professionally
* Ability to manage multiple tasks and prioritise work in a busy service environment
* Strong interpersonal skills with the ability to communicate with empathy and professionalism
* Ability to maintain accurate records and follow established procedures and guidelines
* Ability to work effectively within a team environment
* Ability to undertake required criminal history and background checks
Highly Regarded
* Experience working within a government or public service environment
* Experience supporting vulnerable clients or community service programs
* Understanding of disability services or participant support frameworks
* Experience using CRM or case management systems to manage enquiries and records
* Strong stakeholder engagement and problem-solving skills
Apply now!
This is an excellent opportunity to contribute to a professional federal government team supporting participant enquiries, stakeholder engagement and the effective delivery of frontline services within a structured and collaborative environment.
At HOBAN we encourage applications from people with disability, people from diverse cultural and linguistic backgrounds, people of all genders, LGBTI people, and Aboriginal and Torres Strait Islander people.
We provide reasonable adjustments; including alternate formats to the recruitment process for individuals with disability. If you require an adjustment to be made during the recruitment process, please email our Adjustments Coordinator at ***********@hoban.com.au or visit hoban.com.au/adjustments for additional contact details.