Job Role Overview:
The APS3 Participant Support Officer is a dynamic role that offers the opportunity to work in a collaborative team environment, providing exceptional customer service and administrative support.
Key Responsibilities:
* Act as the primary point of contact for participants, customers, and stakeholders by delivering high-quality customer interactions in person, over the phone, via email, and at reception.
* Provide front desk support for in-person appointments and resolve a high volume of routine enquiries using available tools, scripts, and guidelines.
* Manage team calendars, inboxes, and appointments, ensuring timely responses and efficient scheduling.
* Support service delivery by completing routine administrative tasks in line with operational guidelines.
* Escalate more complex matters to senior team members or specialist teams as required.
* Provide general office and administrative support, including data entry, record keeping, meeting coordination, minute-taking, travel arrangements, and invoice processing.
* Assist with property and maintenance issues and resource requests.
Requirements:
* Strong customer service and communication skills along with excellent attention to detail and empathy when handling sensitive or challenging conversations.
* Ability to manage competing priorities while maintaining high work standards and accuracy.
* Experience in building relationships both with internal and external stakeholders.
* A strong understanding of disability and experience dealing with complex situations would be highly desirable.
* A team player with ability to work collaboratively in a team environment providing feedback, contributing towards process improvement, team activities and on-the-job support.