The APS3 Participant Support Officer will provide procedural, clerical, administrative support, and operational tasks, including some basic research and analysis activities.
Responsibilities may include but are not limited to:
- Act as the first point of contact for participants, customers, and stakeholders by delivering high-quality customer service 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.
- Contribute to a collaborative team environment and provide peer support and guidance as needed.
The successful candidate will be able to demonstrate the following:
- 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 with internal and external stakeholders.
- Understanding or lived experience in the field of disability is highly desirable.
- Experience dealing with complex and confronting situations and information is desirable.
- Ability to resolve customer enquiries and take initiative in providing clear advice, guidance, and/or referring for response by the appropriate team, government, or community service as per operational guidelines.
- A team player with the ability to work collaboratively, providing feedback, contributing to process improvement, team activities, and on-the-job support.
To Apply:
Applicants are required to hold Australian Citizenship. If this role interests you, please submit an updated copy of your resume in MS Word format by clicking "APPLY NOW" or contact Olivia at (02) 61627336 for more information.
New applicants to DFP may be asked to provide additional information, including work rights status via a survey link. Please provide this information if requested to expedite your application.
DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds, and people with disabilities. Reasonable adjustments will be provided throughout the recruitment process. If you require adjustments, please contact adjustments@dfp.com.au or call 1300 337 000, and indicate your preferred communication method.
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