About the role
Our client is a large values-focused Federal Government Agency seeking Participant Support Officers in Bendigo and Swan Hill to provide front-of-house, customer service and administrative support within local office environments.
This is a public-facing role supporting participants, managing enquiries, coordinating appointments, completing data entry and ensuring matters are actioned accurately across business systems.
ROLE DETAILS:
Locations: Swan Hill or Bendigo VIC
Contract: Initial term to 31 December 2026, with extension likely
Hours: Full-time, 7.5hrs/day
Rate: $38.89 per hour + super
Eligibility: Australian Citizenship mandatory
ABOUT THE ROLE:
You will be part of a local office team supporting participants and stakeholders through counter/reception services, telephone enquiries, shared inbox management, appointment coordination and administrative processing.
The role requires strong customer service, attention to detail and the ability to manage sensitive enquiries with empathy, professionalism and accuracy.
KEY RESPONSIBILITIES:
- Provide counter/reception support, including participant enquiries and online/self-help support.
- Resolve customer enquiries, provide information and refer people to appropriate government or community services.
- Manage shared inboxes, appointments and telephone enquiries.
- Coordinate appointments and support accessible use of office facilities.
- Complete research, investigation and basic reporting activities.
- Undertake accurate data entry and ensure follow-up actions are completed.
- Receive and record complaints, feedback and other information in business systems.
- Communicate with internal and external stakeholders in a professional and supportive manner.
SELECTION CRITERIA:
- Strong customer service or administration experience.
- Ability to communicate clearly and provide straightforward advice.
- High attention to detail and confidence completing data entry and administrative tasks.
- Ability to manage inboxes, appointments, phone enquiries and competing priorities.
- Professional, empathetic approach when supporting people with varied needs.
- Ability to follow procedures, work within established guidelines and escalate issues when required.
- Confidence using Microsoft Office, CRM systems or similar business systems.
- Experience in government, community services, disability, health, customer service or front-office environments will be highly regarded.
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