APS 3 Participant Support Officer

We're seeking a motivated and empathetic Participant Support Officer to join a dynamic team delivering high-quality support to participants, providers, and stakeholders. This full-time, in-office role is ideal for individuals who thrive in a fast-paced environment and are passionate about making a difference through exceptional customer service and operational support.

As the first point of contact, you'll play a key role in resolving enquiries, managing participant matters, and supporting broader service delivery functions.

Key Responsibilities

• Delivering high-quality customer service in person, via phone, and email
• Managing and resolving participant matters in line with legislation and operational guidelines
• Triaging moderately complex enquiries and referring to appropriate teams
• Making outbound calls to participants, providers, and stakeholders
• Conducting suitability assessments for specialist planning streams
• Managing shared inboxes and prioritising escalated matters
• Supporting project activities including planning, research, and reporting
• Assisting with moderately complex issue resolution and risk analysis
• Contributing to team collaboration, process improvement, and peer support

What We're Looking For

• Strong communication and interpersonal skills
• Empathy and professionalism in handling sensitive conversations
• Sound judgment and problem-solving abilities
• Ability to manage multiple tasks and meet deadlines
• Adaptability in dynamic and changing environments
• Experience with Microsoft Office and CRM systems is desirable

Why Apply?

• Be part of a purpose-driven team supporting meaningful outcomes
• Work in a collaborative, inclusive, and supportive environment
• Opportunities for professional development and career growth

How to Apply

If you're ready to make a difference and meet the criteria above, we'd love to hear from you. Submit your application today and help us connect the right support to the people who need it most.

Please note you MUST be an Australian Citizen to Apply.

Application close Midday 13/08/2025.

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.