APS3 Participant Support Officer

About the role

A federal government agency that delivers programs and services supporting people with disability and their families is recruiting a temporary APS3 Participant Support Officer in Carnarvon, Western Australia, through recruitment agency Chandler Macleod. The role covers participant matters, reception support and customer enquiries, with full-time hours Monday to Friday.

Key responsibilities

• Manage and resolve participant matters by acting on planning tasks as per the Agency Act.
• Provide counter and reception support, including participant enquiries in the self-help kiosks and the Agency's online support.
• Resolve customer enquiries, provide information and refer customers to appropriate government or community services.
• Manage the team's shared email inbox, appointments and telephone enquiries.
• Coordinate appointments using Agency office facilities and ensure they are accessible for participants.
• Carry out research and investigation activities and prepare reports and correspondence.
• Complete data entry and follow-up, and record complaints and feedback in the Agency business systems.

Required profile

• Australian citizenship is mandatory to work within the Federal Government.
• Previous experience in a reception or face-to-face customer service environment.
• Ability to work in a team, manage conflict and handle difficult or sensitive conversations.
• Ability to use initiative, work independently and learn new systems and processes.

Required skills

• Strong communication and customer service skills.
• Microsoft Suite: Excel, Word, Outlook and Teams.

What we offer

• 12-month assignment with potential extension, full-time hours Monday to Friday.
• Paid $38.89 per hour plus superannuation.
• ASAP start pending Federal Police clearance.