Aps3 participant support officer

Are you a customer service professional looking to transition into a meaningful career within the public sector? A prominent Federal Government Agency is seeking a dedicated Participant Support Officer (PSO) to join their Griffith team. This is a frontline, "people-first" role where your empathy and problem-solving skills will directly impact the lives of Australians with a disability. The Role: As a Participant Support Officer, you are the face of the agency. You will provide high-quality customer service as the primary point of contact for participants and stakeholders, ensuring enquiries are resolved efficiently and with care. Your daily responsibilities will include: Front-of-House Service: Greeting and assisting participants in person, over the phone, and via email. Enquiry Resolution: Resolving customer enquiries where guidance may not always be scripted, using the agency’s operational guidelines. Complex Triage: Identifying and triaging moderately complex issues to the appropriate internal teams. Stakeholder Engagement: Making outbound calls to participants and providers to coordinate services or book appointments. Administrative Support: Managing team inboxes, assisting with project reporting, and conducting suitability assessments. About You: We are looking for a candidate who thrives in a team-based environment and possesses a contemporary, positive attitude toward social inclusion and diversity. To be successful, you will demonstrate: Relevant Background: Experience in customer service, service delivery, or the disability sector. Communication Skills: Excellent written and verbal skills, with the ability to handle sensitive or challenging conversations with empathy. Critical Thinking: The capacity to think creatively to solve problems and improve the participant experience. Adaptability: A willingness to learn, grow, and adapt to changing circumstances in a dynamic work environment. Attention to Detail: High levels of accuracy and thoroughness in all administrative tasks. Work Arrangements & Training: This is a frontline, office-based role. To ensure you have the best possible start, you will attend the Griffith office daily for an initial 12-week training and consolidation period. Requirements: Pre-employment Check: Candidates must undergo a Nationally Coordinated Criminal History Check (NCCHC). Citizenship: Please note that these roles generally require Australian Citizenship.