APS3 Participant Support Officer - Katoomba

Randstad; Katoomba; On-site; AUD 52,000 - 61,000; Full time

Job summary

Randstad in Australia seeks an APS3 Participant Support Officer in Katoomba to provide frontline support to NDIS participants, families and carers. This full-time, onsite role runs Monday to Friday, 8:30am–4:30pm, for a 12-month assignment with potential extensions.

You will handle counter duties, enquiries and data entry, coordinate appointments, and help maintain accessible facilities, while ensuring adherence to the NDIS Act and high-quality customer service.

Qualifications

• Australian citizenship is mandatory.
• Ability to provide counter and reception support to participants.
• Strong customer service and communication skills.

Responsibilities

• Provide direct counter and reception support for participants.
• Assist participants with self-help kiosks, online portals and general scheme enquiries.
• Manage and resolve participant matters in line with the NDIS Act.
• Answer phone and inbox enquiries; connect customers with relevant services.
• Coordinate office appointments and oversee the team's shared inbox.
• Conduct basic research, prepare routine reports and update customer records.
• Receive, record and process participant feedback and complaints.

Job description

APS3 Participant Support Officer - Katoomba

Position Title: APS3 Participant Support Officer

Location: Katoomba NSW
Employment Type: Full-Time (100% Onsite | Monday to Friday, 8:30am - 4:30pm)
Duration: 12 months assignment (31st December 2027 with further extensions)
Pay Rate: $38.89ph + super
Eligibility Criteria: Australian Citizenship is Mandatory

About the Role

Join Federal Government organisation to deliver vital support to NDIS participants, their families, and carers. You will serve as a key point of contact, ensuring smooth daily operations at the local office counter and providing high-quality service across multiple communication channels.

Key Responsibilities

• Participant & Customer Support: Provide direct counter and reception support, assisting participants with self-help kiosks, online portals, and general scheme enquiries.


• Planning & Actioning Tasks: Manage and resolve participant matters by completing action items and planning tasks in alignment with the NDIS Act.


• Enquiry Resolution & Referrals: Answer phone and inbox enquiries, offer accurate advice, or connect customers with relevant external community and government services.


• Administration & Operations: Coordinate office appointments, oversee the team's shared email inbox, and maintain accessible facilities for visiting participants.


• Research & Data Entry: Conduct basic research, prepare routine reports, update customer records, perform data entry, and track required follow-up actions.


• Feedback Management: Receive, record, and process participant feedback and complaints within business systems.

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.