APS 4 Participant Support Officer

APS4 Participant Support Officer
Location: Mount Isa, QLD
Classification: APS4
Work arrangement: Primarily office-based, with occasional work-from-home opportunities
Recruitment Partner: HOBAN Recruitment

Make a Meaningful Difference in Your Community HOBAN Recruitment is seeking an experienced and compassionate APS4 Participant Support Officer for an opportunity based in Mount Isa.

This role is ideal for someone who is passionate about delivering high-quality support, enjoys resolving enquiries and can confidently work with people from a wide range of backgrounds. You will provide frontline customer service and administrative support while helping participants, customers and stakeholders navigate important services.

Working within established policies and procedures, you will manage enquiries, coordinate workflows, support participant matters and contribute to the effective delivery of services within a collaborative team environment.

About the Role As an APS4 Participant Support Officer, you will act as a key point of contact for participants, customers and stakeholders. You will provide assistance in person, over the phone and via email, using empathy, sound judgement and problem-solving skills to resolve moderately complex enquiries.

Your responsibilities may include:

• Providing high-quality customer service at reception and service counters, over the phone and via email
• Responding to participant, customer and stakeholder enquiries
• Managing shared inboxes, triaging requests and identifying priority or escalated matters
• Making outbound calls to participants, providers and other stakeholders
• Reviewing and managing workflows to support service delivery priorities
• Resolving participant matters in line with established legislation, policies, procedures and operational guidelines
• Escalating complex matters to senior team members or appropriate service areas
• Undertaking research and analysis to support moderately complex enquiries
• Assisting with project activities, project plans, reporting and administrative coordination
• Contributing to risk identification, process improvement and team initiatives
• Providing practical support and guidance to colleagues where required
• Maintaining accurate records and completing computer-based administrative tasks

Responsibilities may evolve in line with changing operational priorities.

About You To succeed in this position, you will bring:

• A genuine commitment to improving outcomes for people with disability
• Strong customer service and stakeholder engagement skills
• The ability to communicate with empathy, professionalism and sensitivity
• Confidence managing moderately complex or sensitive enquiries
• Strong problem-solving and sound decision-making skills
• A proactive, organised and detail-focused approach
• The ability to manage competing priorities and meet timeframes
• Strong written and verbal communication skills
• The ability to work collaboratively and contribute positively to a team
• Respect for cultural differences, inclusion and diversity
• Adaptability and resilience in a changing work environment
• High standards of integrity, professionalism and ethical behaviour
• Confidence using Microsoft Office and learning new business systems

Experience in customer service, participant support, community services, administration, government services or a similar environment will be highly regarded.

Working Environment This position involves:

• Working primarily in an open-plan office environment
• Providing reception and counter-based support
• Regular telephone and computer-based work
• Extended periods of sitting at a desk or service counter
• Working within a hot-desk environment
• Occasional work-from-home arrangements, subject to operational requirements
• Working in an environment where assistance animals may be present

Why Join Through HOBAN Recruitment?

• Opportunity to contribute to meaningful community outcomes
• Support from an experienced HOBAN Recruitment consultant
• A collaborative and inclusive working environment
• The chance to build valuable experience in a structured service-delivery setting
• An opportunity to use your customer service and administrative skills to make a genuine difference

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.