APS3 Participant Support Officer (Casual)

About the role

HOBAN Recruitment is seeking an organised, customer-focused APS3 Participant Support Officer (casual, $38.89 per hour) to join a busy Federal Government team in Mount Gravatt. The position suits someone who communicates clearly, handles sensitive enquiries with empathy and balances face-to-face customer service with accurate administrative support. It is a first point of contact for customers and stakeholders, helping resolve enquiries and connect people with government or community services. Australian citizenship is required.

Key responsibilities

• Provide professional customer service in person, by telephone, email and SMS
• Respond to customer and stakeholder enquiries and resolve routine matters, escalating complex ones when needed
• Provide information and referrals to appropriate government or community services
• Support front reception and help customers use online and self-service facilities
• Manage a shared email inbox, appointments and telephone enquiries
• Coordinate accessible appointments and meeting facilities
• Complete accurate data entry and follow-up activities
• Record complaints, feedback and service requests
• Provide administrative and operational support to service delivery staff and maintain accurate records in line with policies and procedures

Required profile

• Previous customer service, administration, reception or contact centre experience
• Clear, respectful and empathetic written and verbal communication
• Confidence assisting people with complex or sensitive circumstances
• Organisation skills and ability to manage competing priorities
• Ability to identify issues and provide practical solutions
• Confidence using Microsoft Office and learning new business systems
• Sound judgement with confidential or sensitive information
• Collaborative approach and flexibility for changing priorities
• Australian citizenship required
• Experience in government, community services, health, human services, aged care or similar is highly regarded

Required skills

• Data entry and record keeping
• Microsoft Office

The role may involve an open-plan, hot-desk environment, extended computer and telephone work, occasional work from home and working around assistance animals.