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Are you a customer service professional looking to transition into a meaningful career within the public sector? A prominent Federal Government Agency is seeking dedicated Participant Support Officers (PSO). This is a frontline, "people-first" role where your empathy and problem-solving skills will directly impact the lives of Australians with a disability.
Job Responsibility:
Front-of-House Service: Greeting and assisting participants in person, over the phone, and via email
Case Management & Resolution: Manage and resolve participant matters by actioning planning tasks in accordance with relevant Acts, work instructions, and operational guidelines
Service Coordination: Manage shared email inboxes, coordinate appointments, and ensure office facilities remain accessible for all visitors
Technical Support: Assist participants with enquiries at self-help kiosks and provide general online support
Data & Administration: Undertake data entry, conduct research and investigation activities, and prepare associated reports and correspondence
Feedback Management: Receive and record complaints and feedback accurately within internal business systems
Requirements:
Australian Citizenship required
Background in customer service, service delivery, or the disability sector is highly regarded
Exceptional written and verbal communication skills
Empathy required to handle sensitive or challenging conversations
Ability to think critically and creatively to triage complex issues and make evidence-based decisions
Proven ability to thrive in a fast-paced team environment and manage multiple tasks to meet strict deadlines
Positive, contemporary attitude toward social inclusion and diversity
What we offer:
Super
Initial 12-week onsite training and consolidation period