Your New Role

This is a rewarded opportunity for a Participant Support Officer who thrives on delivering exceptional customer service and making a genuine impact to join a prominent federal government agency through Randstad.

You will act as the crucial first point of contact for participants, providers and external stakeholders via front of house services, phone and email. Operating across various regional and metropolitan locations in New South Wales, you will handle diverse enquiries, triage complex matters and provide essential operational support. Supported by a dedicated team, you will enjoy a high volume, frontline role where your empathy and problem solving skills directly improve the participant experience. Advantages To You

Gain valuable experience within a leading federal government agency

Full time position operating under the APS3 classification level

Opportunity to transition to a hybrid working model with partial work from home flexibility following an initial twelve week training and consolidation period

Multiple central location options available across New South Wales

A collaborative, inclusive work environment focused on qualified growth

Direct involvement in high impact social reform that enhances the community Your Responsibilities

Providing high quality customer service as the first point of contact and resolution in person, over the phone and via email

Resolving customer enquiries, including those without clear scripts, and referring matters in accordance with relevant legislation and operational instructions





Triaging moderately complex participant enquiries and managing inbox priorities

Conducting outbound calls to participants, service providers and key stakeholders

Undertaking suitability assessments for entry and exit into specialist planning streams

Assisting with project management activities, research, analysis and regular reporting tasks

Researching solutions for complex issues and participating in risk management analysis

Working collaboratively in a team setting to support continuous process improvement and peer guidance About You

A background in customer service, service delivery or within the disability sector

Positive contemporary attitude towards people with a disability, valuing diversity and social inclusion

Strong ability to think critically and creatively to resolve complex participant issues

Excellent empathy, patience and adaptability when dealing with sensitive or challenging conversations

Exceptional written and verbal communication skills paired with acute attention to detail

Demonstrated ability to manage multiple tasks, meet strict deadlines and adapt to changing dynamic environments

Clearances:



Ability to successfully undergo a National Criminal History Records Check Your New Company

Randstad has partnered with a major federal government agency responsible for implementing one of the largest social reforms in Australian history. Dedicated to building a positive, participant centred culture, the agency values people, growth and resilience. Joining this organisation means becoming part of a team that puts participants at the heart of everything while driving genuine social change. Next Steps

If this APS3 Participant Support Officer role sounds like your next move, click Apply Now to submit your application for consideration.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.

key responsibilities

- Providing high quality customer service as the first point of contact and resolution in person, over the phone and via email
- Resolving customer enquiries, including those without clear scripts, and referring matters in accordance with NDIS Act guidelines and operational instructions
- Triaging moderately complex participant enquiries and managing inbox priorities
- Conducting outbound calls to participants, service providers and key stakeholders
- Undertaking suitability assessments for entry

qualification

- Must be an Australian Citizen
- Must pass a Workers Screening Check and a Criminal History check
- Demonstrated experience in customer service.

working at

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📌 aps3 participant support officer | bega office
🏢 Randstad
📍 Bega