Job Description

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.

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This is a public-facing role supporting participants, managing enquiries, coordinating appointments, completing data entry and ensuring matters are actioned accurately across business systems.

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ROLE DETAILS:

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Locations: Swan Hill or Bendigo VIC
n Contract: Initial term to 31 December 2026, with extension likely
n Hours: Full-time, 7.5hrs/day
n Rate: $38.89 per hour + super
n Eligibility: Australian Citizenship mandatory

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ABOUT THE ROLE:

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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.

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The role requires strong customer service, attention to detail and the ability to manage sensitive enquiries with empathy, professionalism and accuracy.

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KEY RESPONSIBILITIES:

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- Provide counter/reception support, including participant enquiries and online/self-help support.
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- Resolve customer enquiries, provide information and refer people to appropriate government or community services.
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- Manage shared inboxes, appointments and telephone enquiries.
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- Coordinate appointments and support accessible use of office facilities.
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- Complete research, investigation and basic reporting activities.
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- Undertake accurate data entry and ensure follow-up actions are completed.
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- Receive and record complaints, feedback and other information in business systems.
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- Communicate with internal and external stakeholders in a professional and supportive manner.
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SELECTION CRITERIA:

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- Strong customer service or administration experience.
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- Ability to communicate clearly and provide straightforward advice.
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- High attention to detail and confidence completing data entry and administrative tasks.
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- Ability to manage inboxes, appointments, phone enquiries and competing priorities.
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- Professional, empathetic approach when supporting people with wide-ranging needs.
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- Ability to follow procedures, work within established guidelines and escape issues when required.
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- Confidence using Microsoft Office, CRM systems or similar business systems.
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- Experience in government, community services, disability, health, customer service or front-office environments will be highly regarded.
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📌 Participant Support Officer - Bendigo & Swan Hill
🏢 Talent
📍 Bendigo