Support Officer in Brisbane

HOBAN Recruitment is seeking an organised and customer focused APS3 Participant Support Officer ($38.89p/h casual) to join a busy Federal Government team in Mount Gravatt (Australian Citizenship required). This position suits someone who communicates clearly, approaches sensitive enquiries with empathy and can balance face to face customer service with accurate administrative support. You will be an important first point of contact for customers and stakeholders, helping resolve enquiries and connecting people with appropriate government or community services.

About the role

Working as part of a collaborative service delivery team, you will manage your own priorities and workflow while completing work under regular guidance and monitoring. Your responsibilities will include:

• Providing professional customer service in person, by telephone, email and SMS
• Responding to customer and stakeholder enquiries
• Resolving routine matters and escalating complex enquiries when required
• Providing information and referrals to appropriate government or community services
• Supporting front reception and assisting customers to use online and self service facilities
• Managing a shared email inbox, appointments and telephone enquiries
• Coordinating accessible appointments and meeting facilities
• Completing accurate data entry and follow up activities
• Receiving and recording complaints, feedback and service requests
• Providing administrative and operational support to service delivery staff
• Maintaining accurate records in line with established policies and procedures

About you

To be successful, you will demonstrate:

• Previous customer service, administration, reception or contact centre experience
• Clear, respectful and empathetic written and verbal communication
• Confidence assisting people who may have complex or sensitive circumstances
• Strong organisation skills and the ability to manage competing priorities
• Accurate data entry and record keeping skills
• The ability to identify issues and provide practical solutions
• Confidence using Microsoft Office and learning new business systems
• Sound judgement when handling confidential or sensitive information
• The ability to build rapport with customers, colleagues and external stakeholders
• A collaborative approach and a commitment to providing accessible, inclusive services
• Flexibility when responding to changing operational priorities and customer needs

Australian Citizenship required. Experience in government, community services, health, human services, aged care or another customer focused service environment would be highly regarded.

Working environment

The position may involve:

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

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.