Aps3 Participant Support Officer - Katoomba

Randstad; Sydney; On-site; AUD 76,000 - 90,000; Full time

Job summary

Randstad is recruiting on behalf of a Federal Government organisation for an APS3 Participant Support Officer in Katoomba, NSW. This full-time, onsite role runs Mon-Fri 8:30am-4:30pm, for a 12-month assignment with potential extension, paying $38.89 per hour plus super.

You will greet participants at the local office, provide counter and reception support, assist with self-help kiosks and online portals, handle enquiries, coordinate appointments, maintain records, and support compliance with the

Qualifications

• Australian citizenship is mandatory.

Responsibilities

• Provide direct counter and reception support for participants.
• Assist participants with self-help kiosks and online portals.
• Answer phone and inbox enquiries with accurate guidance or referrals.
• Coordinate office appointments and manage the shared inbox.
• Maintain accessible facilities for visiting participants.
• Conduct basic research, prepare routine reports and update customer records.
• Record and process participant feedback and complaints.

Skills

Customer service

Communication skills

Reception/office support

Data entry

Tools

NDIS portal

Microsoft Office

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.