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APS3 Participant Support Officer | Federal Government Agency. Location: Wagga Wagga, NSW. Rate: $37.36 per hour + Super. Term: Initial contract to December 2026, Extensions past this are possible. Classification: APS3. 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.
Job Responsibility
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
Requirements
Must be an Australian citizen
Must pass a police check
Experience in customer service, service delivery, or the disability sector
Excellent written and verbal skills
Ability to handle sensitive or challenging conversations with empathy
Critical thinking and creative problem-solving
Adaptability and willingness to learn
Attention to detail
Candidates must undergo a Nationally Coordinated Criminal History Check (NCCHC)
Australian Citizenship
What we offer
Career
Great entry point to join an outstanding federal government agency