Talent International is currently recruiting for an APS3 Participant Support Officer to work for one of our Federal Government clients based in Wagga Wagga/Surry Hills/Katoomba/Gosford/Parramatta/Grifith/Chatswood/Tamworth. The position is a 6-month contract role with the possibility of extension. The role pays $37.36 per hour + Super.

7.6 hours per day and 38 hours per week

About the role:

The APS3 Participant Support Officer role will have a high level of contact with participants and other internal and external stakeholders and will provide high-quality customer service as the first point of contact and resolution for participant matters, either via front-of-house services, over the phone and via email.

The APS3 Participant Support Officer role is a frontline customer-facing role and requires attendance at a client’s office location.

New starters must attend the office each day for the first 12 weeks to enable optimum training and support while consolidating learnings from training.

Key skills required for role/s:

• Providing high-quality customer service as the first point of contact and resolution for participants, customers, and stakeholders, in person, over the phone, via email, at the operating counter and reception in clients’ offices.
• Resolving moderately complex and escalated customer enquiries, where there may not be clear advice, guidance or scripts and/or referring for response by the appropriate team, government, or community service as per the NDIS Act, work instructions, operational guidelines, and Ministerial direction.
• Managing and resolving participant matters as per the NDIS Act, work instructions, operational guidelines, and Ministerial direction.
• Analysing and managing workflow, including making recommendations to peers and supervisors about work allocation, ensuring Agency and Ministerial objectives are met.
• Making outbound calls to NDIS participants, providers, and other stakeholders.
• Undertaking suitability assessments for entry and exits into specialist planning streams.
• Managing inboxes, including triaging, making priority decisions and escalated participant matters and referring to appropriate service delivery team.
• Assisting project management activities, such as the development of project plans, providing advice, assisting with research and analysis, and supporting regular project reporting.
• Assisting and researching solutions for moderately complex issues, including participating in risk management analysis ensuring priorities and timeframes are met.
• Working collaboratively in a team environment, providing feedback, contributing to process improvement, team activities and on-the-job support.

Desirable skills to have for the role/s:

• Excellent written and verbal communication and interpersonal skills.
• Empathy and excellent customer service skills for handling sensitive or challenging conversations.
• Problem solving and decision making based on evidence and sound judgment.
• Ability to manage multiple tasks, meet deadlines and adhere to schedules.
• Ability to adapt to change and work in dynamic environments.

If you are interested in this role, please APPLY NOW by submitting your resume in MS Word Format. For further information, you may contact Uvez Ahmed on 0480 806 154 / uvez.ahmed@talentinternational.com for a confidential discussion.

Talent International is currently recruiting for an APS3 Participant Support Officer to work for one of our Federal Government clients based in Wagga Wagga/Surry Hills/Katoomba/Gosford/Parramatta/Grifith/Chatswood/Tamworth. The position is a 6-month contract role with the possibility of extension. The role pays $37.36 per hour + Super.

7.6 hours per day and 38 hours per week

About the role:

The APS3 Participant Support Officer role will have a high level of contact with participants and other internal and external stakeholders and will provide high-quality customer service as the first point of contact and resolution for participant matters, either via front-of-house services, over the phone and via email.

The APS3 Participant Support Officer role is a frontline customer-facing role and requires attendance at a client’s office location.

New starters must attend the office each day for the first 12 weeks to enable optimum training and support while consolidating learnings from training.

Key skills required for role/s:

• Providing high-quality customer service as the first point of contact and resolution for participants, customers, and stakeholders, in person, over the phone, via email, at the operating counter and reception in clients’ offices.
• Resolving moderately complex and escalated customer enquiries, where there may not be clear advice, guidance or scripts and/or referring for response by the appropriate team, government, or community service as per the NDIS Act, work instructions, operational guidelines, and Ministerial direction.
• Managing and resolving participant matters as per the NDIS Act, work instructions, operational guidelines, and Ministerial direction.
• Analysing and managing workflow, including making recommendations to peers and supervisors about work allocation, ensuring Agency and Ministerial objectives are met.
• Making outbound calls to NDIS participants, providers, and other stakeholders.
• Undertaking suitability assessments for entry and exits into specialist planning streams.
• Managing inboxes, including triaging, making priority decisions and escalated participant matters and referring to appropriate service delivery team.
• Assisting project management activities, such as the development of project plans, providing advice, assisting with research and analysis, and supporting regular project reporting.
• Assisting and researching solutions for moderately complex issues, including participating in risk management analysis ensuring priorities and timeframes are met.
• Working collaboratively in a team environment, providing feedback, contributing to process improvement, team activities and on-the-job support.

Desirable skills to have for the role/s:

• Excellent written and verbal communication and interpersonal skills.
• Empathy and excellent customer service skills for handling sensitive or challenging conversations.
• Problem solving and decision making based on evidence and sound judgment.
• Ability to manage multiple tasks, meet deadlines and adhere to schedules.
• Ability to adapt to change and work in dynamic environments.

If you are interested in this role, please APPLY NOW by submitting your resume in MS Word Format. For further information, you may contact Uvez Ahmed on 0480 806 154 / uvez.ahmed@talentinternational.com for a confidential discussion.

Talent International is currently recruiting for an APS3 Participant Support Officer to work for one of our Federal Government clients based in Wagga Wagga/Surry Hills/Katoomba/Gosford/Parramatta/Grifith/Chatswood/Tamworth. The position is a 6-month contract role with the possibility of extension. The role pays $37.36 per hour + Super.

7.6 hours per day and 38 hours per week

About the role:

The APS3 Participant Support Officer role will have a high level of contact with participants and other internal and external stakeholders and will provide high-quality customer service as the first point of contact and resolution for participant matters, either via front-of-house services, over the phone and via email.

The APS3 Participant Support Officer role is a frontline customer-facing role and requires attendance at a client’s office location.

New starters must attend the office each day for the first 12 weeks to enable optimum training and support while consolidating learnings from training.

Key skills required for role/s:

• Providing high-quality customer service as the first point of contact and resolution for participants, customers, and stakeholders, in person, over the phone, via email, at the operating counter and reception in clients’ offices.
• Resolving moderately complex and escalated customer enquiries, where there may not be clear advice, guidance or scripts and/or referring for response by the appropriate team, government, or community service as per the NDIS Act, work instructions, operational guidelines, and Ministerial direction.
• Managing and resolving participant matters as per the NDIS Act, work instructions, operational guidelines, and Ministerial direction.
• Analysing and managing workflow, including making recommendations to peers and supervisors about work allocation, ensuring Agency and Ministerial objectives are met.
• Making outbound calls to NDIS participants, providers, and other stakeholders.
• Undertaking suitability assessments for entry and exits into specialist planning streams.
• Managing inboxes, including triaging, making priority decisions and escalated participant matters and referring to appropriate service delivery team.
• Assisting project management activities, such as the development of project plans, providing advice, assisting with research and analysis, and supporting regular project reporting.
• Assisting and researching solutions for moderately complex issues, including participating in risk management analysis ensuring priorities and timeframes are met.
• Working collaboratively in a team environment, providing feedback, contributing to process improvement, team activities and on-the-job support.

Desirable skills to have for the role/s:

• Excellent written and verbal communication and interpersonal skills.
• Empathy and excellent customer service skills for handling sensitive or challenging conversations.
• Problem solving and decision making based on evidence and sound judgment.
• Ability to manage multiple tasks, meet deadlines and adhere to schedules.
• Ability to adapt to change and work in dynamic environments.

If you are interested in this role, please APPLY NOW by submitting your resume in MS Word Format. For further information, you may contact Uvez Ahmed on 0480 806 154 / uvez.ahmed@talentinternational.com for a confidential discussion.

Talent International is currently recruiting for an APS3 Participant Support Officer to work for one of our Federal Government clients based in Wagga Wagga/Surry Hills/Katoomba/Gosford/Parramatta/Grifith/Chatswood/Tamworth. The position is a 6-month contract role with the possibility of extension. The role pays $37.36 per hour + Super.

7.6 hours per day and 38 hours per week

About the role:

The APS3 Participant Support Officer role will have a high level of contact with participants and other internal and external stakeholders and will provide high-quality customer service as the first point of contact and resolution for participant matters, either via front-of-house services, over the phone and via email.

The APS3 Participant Support Officer role is a frontline customer-facing role and requires attendance at a client’s office location.

New starters must attend the office each day for the first 12 weeks to enable optimum training and support while consolidating learnings from training.

Key skills required for role/s:

• Providing high-quality customer service as the first point of contact and resolution for participants, customers, and stakeholders, in person, over the phone, via email, at the operating counter and reception in clients’ offices.
• Resolving moderately complex and escalated customer enquiries, where there may not be clear advice, guidance or scripts and/or referring for response by the appropriate team, government, or community service as per the NDIS Act, work instructions, operational guidelines, and Ministerial direction.
• Managing and resolving participant matters as per the NDIS Act, work instructions, operational guidelines, and Ministerial direction.
• Analysing and managing workflow, including making recommendations to peers and supervisors about work allocation, ensuring Agency and Ministerial objectives are met.
• Making outbound calls to NDIS participants, providers, and other stakeholders.
• Undertaking suitability assessments for entry and exits into specialist planning streams.
• Managing inboxes, including triaging, making priority decisions and escalated participant matters and referring to appropriate service delivery team.
• Assisting project management activities, such as the development of project plans, providing advice, assisting with research and analysis, and supporting regular project reporting.
• Assisting and researching solutions for moderately complex issues, including participating in risk management analysis ensuring priorities and timeframes are met.
• Working collaboratively in a team environment, providing feedback, contributing to process improvement, team activities and on-the-job support.

Desirable skills to have for the role/s:

• Excellent written and verbal communication and interpersonal skills.
• Empathy and excellent customer service skills for handling sensitive or challenging conversations.
• Problem solving and decision making based on evidence and sound judgment.
• Ability to manage multiple tasks, meet deadlines and adhere to schedules.
• Ability to adapt to change and work in dynamic environments.

If you are interested in this role, please APPLY NOW by submitting your resume in MS Word Format. For further information, you may contact Uvez Ahmed on 0480 806 154 / uvez.ahmed@talentinternational.com for a confidential discussion.

Talent International is currently recruiting for an APS3 Participant Support Officer to work for one of our Federal Government clients based in Wagga Wagga/Surry Hills/Katoomba/Gosford/Parramatta/Grifith/Chatswood/Tamworth. The position is a 6-month contract role with the possibility of extension. The role pays $37.36 per hour + Super.

7.6 hours per day and 38 hours per week

About the role:

The APS3 Participant Support Officer role will have a high level of contact with participants and other internal and external stakeholders and will provide high-quality customer service as the first point of contact and resolution for participant matters, either via front-of-house services, over the phone and via email.

The APS3 Participant Support Officer role is a frontline customer-facing role and requires attendance at a client’s office location.

New starters must attend the office each day for the first 12 weeks to enable optimum training and support while consolidating learnings from training.

Key skills required for role/s:

• Providing high-quality customer service as the first point of contact and resolution for participants, customers, and stakeholders, in person, over the phone, via email, at the operating counter and reception in clients’ offices.
• Resolving moderately complex and escalated customer enquiries, where there may not be clear advice, guidance or scripts and/or referring for response by the appropriate team, government, or community service as per the NDIS Act, work instructions, operational guidelines, and Ministerial direction.
• Managing and resolving participant matters as per the NDIS Act, work instructions, operational guidelines, and Ministerial direction.
• Analysing and managing workflow, including making recommendations to peers and supervisors about work allocation, ensuring Agency and Ministerial objectives are met.
• Making outbound calls to NDIS participants, providers, and other stakeholders.
• Undertaking suitability assessments for entry and exits into specialist planning streams.
• Managing inboxes, including triaging, making priority decisions and escalated participant matters and referring to appropriate service delivery team.
• Assisting project management activities, such as the development of project plans, providing advice, assisting with research and analysis, and supporting regular project reporting.
• Assisting and researching solutions for moderately complex issues, including participating in risk management analysis ensuring priorities and timeframes are met.
• Working collaboratively in a team environment, providing feedback, contributing to process improvement, team activities and on-the-job support.

Desirable skills to have for the role/s:

• Excellent written and verbal communication and interpersonal skills.
• Empathy and excellent customer service skills for handling sensitive or challenging conversations.
• Problem solving and decision making based on evidence and sound judgment.
• Ability to manage multiple tasks, meet deadlines and adhere to schedules.
• Ability to adapt to change and work in dynamic environments.

If you are interested in this role, please APPLY NOW by submitting your resume in MS Word Format. For further information, you may contact Uvez Ahmed on 0480 806 154 / uvez.ahmed@talentinternational.com for a confidential discussion.

Our Client

Talent International has been engaged by a growing financial services organisation to recruit a Customer Communications & Campaign Operations Specialist.

Operating within a highly regulated environment, the business partners with major organisations across Australia and New Zealand to deliver customer engagement and recovery solutions. With continued growth, they are seeking a detail-oriented professional to become the central owner of customer communications activity across the business.

The Role

This newly created role sits within the Digital team and will be responsible for managing and executing customer communications across SMS, email, letters and dialler activity.

Working closely with Operations, Data, Technology and Leadership teams, you will ensure communication workflows are delivered accurately, compliantly and effectively, while identifying opportunities to improve customer engagement and portfolio performance over time.

This role would suit someone who enjoys working within structured processes, has strong attention to detail and wants the opportunity to grow into broader campaign optimisation and strategy responsibilities as their knowledge of the business develops.

Key Responsibilities

• Manage daily customer communications across SMS, email, letters and dialler campaigns.
• Configure communication workflows, filters and campaign criteria.
• Execute communication activities in line with established processes and compliance requirements.
• Monitor campaign performance and identify opportunities for optimisation.
• Support testing, reporting and continuous improvement initiatives.
• Work closely with operational stakeholders to ensure effective customer engagement.
• Maintain accurate records and governance across all communication activities.
• Ensure all customer communications comply with regulatory and internal requirements.

Skills & Experience

• Experience within customer communications, campaign operations, collections, contact centre operations or a similar environment.
• Strong attention to detail and ability to follow structured processes.
• Experience working within regulated industries such as financial services, utilities, insurance or telecommunications.
• Strong communication and stakeholder engagement skills.
• Analytical mindset with the ability to identify trends and improvement opportunities.
• Positive attitude, willingness to learn and ability to adapt within a growing business.

Benefits & Additional Information

• Permanent full-time opportunity.
• Parramatta location with onsite parking available nearby.
• Exposure to senior operational leadership and cross-functional teams.
• Ongoing training, mentoring and career development opportunities.
• Supportive and collaborative team culture.
• Monthly team perks and wellbeing initiatives.
• Opportunity to grow into broader campaign strategy and optimisation responsibilities.
• Standard working hours of approximately 9:00am – 5:30pm with some flexibility.

How to Apply

If you’re looking for an opportunity where you can make a genuine impact, develop your career and grow with a successful and expanding organisation, we’d love to hear from you.

Apply now or contact Sienna Coate Thompson at Talent International for a confidential discussion.