Participation Support Officer

Participation Support Officer

Surfing Australia is seeking a Participation Support Officer to join their team in Casuarina. This is a full-time, onsite position.

About Surfing Australia: Established in 1963, Surfing Australia is the National Sporting Organisation dedicated to the development, guidance, and promotion of surfing in Australia. Our purpose is to foster a healthier and happier Australia through surfing. Our vision is to maintain surfing's status as a beloved Australian sport, cultivating authentic heroes and champions to inspire future generations to learn a lifelong skill. We are committed to developing, promoting, and growing the sport from grassroots participation to Olympic levels.

About the Role: This position is primarily responsible for providing process support and solutions for the online activities managed by Surfing Australia’s Participation and Community Network. You will be the main point of contact for State organisations, fostering a customer-first approach and influencing the perception of Surfing Australia and its programs. The role also involves providing administrative support to the Participation and Community Team.

Reporting to the Learning Development and Support Manager, this role serves as a central contact for system users across the network. Your responsibilities will include ensuring efficient management of support requests, timely resolution of issues, and provision of necessary resources and guidance for effective system utilisation.

Your Key Responsibilities Will Include:

• Providing high-quality customer support for JustGo and the Learning Management System (LMS) via phone, email, and ticketing systems.
• Managing and resolving user enquiries, issues, and complaints, escalating complex matters as required.
• Supporting stakeholders across the national network with system support, troubleshooting, and user assistance.
• Performing administrative functions within JustGo and associated online platforms, ensuring data accuracy and system integrity.
• Acting as a key system superuser, assisting with testing, enhancements, and the rollout of new functionality.
• Developing and maintaining user guides, training resources, and process documentation to support effective system use.
• Building positive relationships with users and contributing to continuous improvements that enhance the customer experience.
• Providing general administrative support to the P&C Team and assisting with operational projects as required.

About You:

• Possess a positive attitude and self-motivation, with the capacity to work effectively within a team or autonomously.
• Demonstrate strong customer service and stakeholder engagement skills.
• Exhibit excellent written and verbal communication skills, with the ability to communicate effectively with both technical and non-technical users.
• Possess strong troubleshooting and problem-solving skills.
• Have the ability to manage multiple enquiries, priorities, and deadlines while maintaining service standards.
• Possess strong documentation skills, including the ability to develop user guides, procedures, and support resources.
• A genuine interest in surfing or the broader surfing community will be highly regarded.

Why Join Surfing Australia? At Surfing Australia, you will have the opportunity to contribute to an organisation that positively impacts communities and athletes nationwide. You will work from our world-class Head Office and High Performance Centre, located across the road from the beautiful beaches of Casuarina, alongside a passionate team dedicated to growing surfing from grassroots participation to Olympic success.

How to Apply: If this opportunity aligns with your aspirations, we encourage you to apply. Please submit your resume along with a cover letter detailing:

• Why your experience is relevant to this role.
• Why Surfing Australia is the right next step in your career.

We thank all applicants for their interest; however, only those selected for an interview will be contacted.

Applications close at 5pm on Thursday, 9th July.