APS3 Participant Support Officer

Rashi Joshi; Tweed Heads; On-site; AUD 44,000 - 62,000; Full time

Job summary

Randstad in Tweed Heads is seeking an administrative support candidate for a Federal Government agency. The role is casual, through 31 December 2027, with a view to extension.

The successful candidate will be the first point of contact, delivering empathetic customer service and coordinating reception activities. You will manage emails, appointments, data entry, and records while maintaining accessibility for all attendees.

Qualifications

• Clear and empathetic communication with stakeholders, their families, and representatives.
• Experience in customer service and handling sensitive conversations.
• Ability to manage multiple tasks, set priorities, and stay organized.
• Proficient in MS Office and quick to learn new systems.

Responsibilities

• Providing high-quality customer service as the first point of contact, resolving enquiries in person, over the phone, and via email.
• Operating the front reception and assisting visitors with self-help kiosks and online support tools.
• Managing team shared email inboxes, appointments, and calendars to ensure responses within agency timeframes.
• Providing operational support to service delivery teams, including data entry, record keeping, and minuting meetings.
• Coordinating appointments and office facilities while ensuring accessibility for all attendees.
• Managing and resolving participant matters by actioning planning tasks per relevant legislation.
• Receiving and recording complaints and other feedback within business systems.

Skills

Clear and empathetic communication

Customer service excellence

Multitasking and prioritization

Team collaboration

MS Office proficiency

Learn new systems quickly

Tools

Microsoft Office

Job description

We are seeking a candidate to provide excellent administrative support for a Federal Government agency in Tweed Heads. This initial assignment runs through 31st December 2027, with the potential for extension, and pays a casual hourly rate of $38.39 plus super. Crucial to supporting the community and key stakeholders, this role serves as a primary point of contact and resolves issues with empathy and clarity.

Candidates MUST be an Australian Citizen to apply.

Key Responsibilities

• Providing high-quality customer service as the first point of contact, resolving enquiries in person, over the phone, and via email.
• Operating the front reception and assisting visitors with self-help kiosks and online support tools.
• Managing team shared email inboxes, appointments, and calendars to ensure responses are within agency timeframes.
• Providing operational support to service delivery teams, including data entry, record keeping, and minuting meetings.
• Coordinating appointments and office facilities while ensuring they are accessible for all attendees.
• Managing and resolving participant matters by actioning planning tasks in accordance with relevant legislation.
• Receiving and recording complaints and other feedback within business systems.

Skills / Experience required

• Ability to communicate clearly and empathetically with stakeholders, their families, and representatives.
• Maintains a positive and contemporary attitude towards people with disabilities; experience in this sector is highly desirable.
• Empathy and excellent customer service skills for handling sensitive or challenging conversations.
• Strong experience in managing multiple tasks, setting priorities, and managing your own workflow efficiently.
• Proficiency in Microsoft Office and the ability to quickly learn and navigate business systems.
• Ability to work effectively as part of a team, contributing to a positive work environment and supporting peers.

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.