Talent International is currently recruiting for an APS3 Participant Support Officer to work for one of our Federal Government clients based in Taree, Tamworth, Bega, Campbelltown, Port Macquarie, Moree, Coffs Harbour and Griffith. The position is a 12-month contract role with the possibility of extension. The role pays $37.36 per hour + Super.
7.6 hours per day and 38 hours per week
Hybrid Role
About the role:
The APS3 Participant Support Officer role will have a high level of contact with participants and other internal and external stakeholders and will provide high-quality customer service as the first point of contact and resolution for participant matters, either via front-of-house services, over the phone and via email.
The APS3 Participant Support Officer role is a frontline customer-facing role and requires attendance at a client's office location.
New starters must attend the office each day for the first 12 weeks to enable optimum training and support while consolidating learnings from training.
Key skills required for role/s:
* Providing high-quality customer service as the first point of contact and resolution for participants, customers, and stakeholders, in person, over the phone, via email, at the operating counter and reception in clients' offices.
* Resolving moderately complex and escalated customer enquiries, where there may not be clear advice, guidance or scripts and/or referring for response by the appropriate team, government, or community service as per the NDIS Act, work instructions, operational guidelines, and Ministerial direction.
* Managing and resolving participant matters as per the NDIS Act, work instructions, operational guidelines, and Ministerial direction.
* Analysing and managing workflow, including making recommendations to peers and supervisors about work allocation, ensuring Agency and Ministerial objectives are met.
* Making outbound calls to NDIS participants, providers, and other stakeholders.
* Undertaking suitability assessments for entry and exits into specialist planning streams.
* Managing inboxes, including triaging, making priority decisions and escalated participant matters and referring to appropriate service delivery team.
* Assisting project management activities, such as the development of project plans, providing advice, assisting with research and analysis, and supporting regular project reporting.
* Assisting and researching solutions for moderately complex issues, including participating in risk management analysis ensuring priorities and timeframes are met.
* Working collaboratively in a team environment, providing feedback, contributing to process improvement, team activities and on-the-job support.
Desirable skills to have for the role/s:
* Excellent written and verbal communication and interpersonal skills.
* Empathy and excellent customer service skills for handling sensitive or challenging conversations.
* Problem solving and decision making based on evidence and sound judgment.
* Ability to manage multiple tasks, meet deadlines and adhere to schedules.
* Ability to adapt to change and work in dynamic environments.
If you are interested in this role, please APPLY NOW by submitting your resume in MS Word Format. For further information, you may contact Uvez Ahmed on 0480 806 *** / **********@ for a confidential discussion.