APS 3 - Participant Support Officer

About the Role

Join a dynamic and supportive team as an APS3 Support Officer. This role offers an exciting opportunity for someone looking to contribute to the delivery of a national disability service, while developing professionally in a collaborative environment.

As an APS3 Support Officer, you will play a vital role in managing workflows, providing administrative support, and delivering high-quality customer service to both internal and external stakeholders. You will be responsible for a variety of tasks, including planning, clerical work, customer inquiries, research, and data management. Your work will be monitored by senior management to ensure alignment with the agency's operational goals.

Key Responsibilities:

• Resolve participant matters and action planning tasks in accordance with relevant legislative frameworks.

• Provide reception and counter support, assisting participants with inquiries via self-help kiosks and online support platforms.

• Respond to customer queries, providing relevant information or referring them to appropriate government or community services.

• Manage the team's shared email inbox, appointments, and telephone inquiries.

• Coordinate appointments and ensure facilities are accessible for participants.

• Undertake research and prepare reports and correspondence on various topics.

• Perform data entry tasks and ensure follow-up actions are completed.

• Record complaints and feedback using internal business systems.

(Please note: Responsibilities may evolve as priorities change over time.)

Key Capabilities & Skills:

To succeed in this role, you will need to demonstrate the following:

• Adaptability: Ability to thrive in a dynamic work environment, embracing change and exploring new approaches.

• Customer Service Excellence: Deliver exceptional service and build positive, long-term relationships with both internal and external stakeholders.

• Continuous Learning: Show initiative in identifying learning opportunities and applying new knowledge to improve your performance.

• Time & Work Management: Effectively manage your workload to ensure timely and efficient completion of tasks.

• Feedback Utilization: Use feedback from managers, colleagues, and customers to improve skills and performance.

• Technical Skills: Competency in using computer software, including Microsoft Office and internal systems.

• Team Collaboration: Work effectively as part of a team, ensuring tasks are completed and outcomes are met.

What We're Looking For:

• A proactive, customer-focused individual with strong communication and problem-solving skills.

• Someone who can manage their own work priorities effectively, while being open to guidance and feedback from senior staff.

• Previous experience in administrative or support roles, ideally within government or service-oriented environments, is desirable but not essential.

Work Environment:

• Open-plan office environment with occasional work-from-home flexibility.

• Involves significant periods of desk and computer-based work.

• Ability to operate telephones and work in a hot-desking environment.

• Opportunity to interact with assistance animals in the workplace.

Apply Today!

If you are looking for an opportunity to work in a supportive and dynamic environment where you can make a difference, we'd love to hear from you. Apply now by sending your resume and cover letter to [Insert Contact/Email].

Applications Close at 5:00 PM on Thursday, 31st July.

At HOBAN we encourage applications from people with disability, people from diverse cultural and linguistic backgrounds, people of all genders, LGBTI people, and Aboriginal and Torres Strait Islander people.

We provide reasonable adjustments; including alternate formats to the recruitment process for individuals with disability. If you require an adjustment to be made during the recruitment process, please email our Adjustments Coordinator at adjustments@hoban.com.au or visit hoban.com.au/adjustments for additional contact details.