Customer Service Officer

HOBAN Recruitment is seeking experienced and customer-focused professionals for APS4 level Participant Support Officer opportunities across multiple NSW locations (Parramatta, Campbelltown, Newcastle & Wollongong). This is an excellent opportunity to join a dynamic Federal Government environment where you'll support participants, stakeholders and service delivery outcomes that have a meaningful impact on the community. Based on the position description contained in
About the Role
As an APS4 level Participant Support Officer, you will play a key role in delivering administrative, operational and participant support services. Working within established legislation, policies and procedures, you will manage a varied workload while delivering high-quality outcomes and exceptional stakeholder service.
Key responsibilities include:

• Managing participant enquiries and providing accurate information and support.
• Conducting administrative, operational and data management activities.
• Reviewing and analysing information to support decision-making processes.
• Making outbound calls to participants, providers and stakeholders.
• Managing workflow priorities and meeting performance deadlines.
• Applying relevant policies, procedures and legislative frameworks.
• Assisting with participant pathway and suitability assessments.
• Escalating complex matters where required.
• Contributing to process improvement initiatives and team objectives.
• Building positive relationships with internal and external stakeholders.

Benefits

• Competitive pay rate of $43.82 per hour, including casual loading, providing you with financial stability and recognition for your expertise.
• 12% superannuation to secure your future and support your retirement planning.
• ASAP start date, allowing you to embark on this exciting opportunity without delay.
• Full-time position, offering 37.5 hours per week, Monday to Friday, enabling a healthy work-life balance and time.
• APS4 Federal Government opportunity.
• Multiple locations available across Parramatta, Campbelltown, Newcastle and Wollongong.
• Meaningful work supporting participants and the wider community.
• Collaborative and supportive team environment.
• Opportunity to develop public sector experience and knowledge.
• Gain exposure to policy, legislation and operational service delivery.
• Ongoing professional development and skill enhancement.
• Potential for career growth within a large government environment.

About You
To be successful, you will demonstrate:

• Strong communication and stakeholder engagement skills.
• Proven ability to manage competing priorities and meet deadlines.
• Experience working within policies, procedures and legislative frameworks.
• Strong problem-solving and analytical skills.
• Ability to remain calm under pressure and effectively de-escalate challenging situations.
• Experience providing high-quality customer service and administrative support.
• Sound judgement when handling confidential and sensitive information.
• Ability to work independently while contributing positively to a team environment.
• Proficiency with Microsoft Office applications and business systems.
• A commitment to delivering positive outcomes for participants and stakeholders.
• Previous experience within government, community services, customer service, administration or case management environments will be highly regarded

Please note you do need to be an AUSTRALIAN CITIZEN for this Federal Government role.
Positions close for submissions on MONDAY 21st SEPTEMBER COB.


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 www.hoban.com.au/adjustments for additional contact details.