APS3 Participant Support Officer | Bega Office

Randstad; Bega; Hybrid; AUD 65,000 - 75,000; Full time

Benefits offered by this job

Full-time APS3 role

Hybrid work after training

Central NSW locations

Collaborative team environment

Social reform impact

Job summary

Randstad supports a federal government agency by recruiting a Participant Support Officer to deliver exceptional customer service at front-of-house and across phone and email channels. You will work across regional and metropolitan NSW locations, triage inquiries, and provide essential operational support within a collaborative team.

The role offers full-time APS3 classification with potential hybrid work after a 12-week training period, contributing to social reform and positive community

Qualifications

• Background in customer service or disability sector.
• Positive attitude towards people with a disability and social inclusion.
• Strong written and verbal communication skills.
• Ability to manage multiple tasks and meet deadlines.
• Clearances: National Criminal History Records Check required.

Responsibilities

• Provide high quality customer service as first contact in person, phone, and email.
• Resolve enquiries and triage complex matters in line with legislation and instructions.
• Triaging moderately complex inquiries and managing inbox priorities.
• Conduct outbound calls to participants, providers, and stakeholders.
• Assist with project management, research, analysis and reporting tasks.
• Contribute to risk management and continuous process improvement with the team.

Skills

Customer service

Empathy

Written and verbal communication

Attention to detail

Multi-tasking

Disability sector experience

Critical thinking

Job description

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.

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.

Benefits 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 professional 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.

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.