APS3 Participant Support Officer - Penrith

Randstad; Penrith City Council; On-site; AUD 60,000 - 80,000; Full time

Job summary

Randstad is seeking an APS3 Participant Support Officer for a 12‑month assignment in Penrith NSW. This onsite, full‑time role runs 8:30am–4:30pm, Monday to Friday, and serves as the first point of contact for participants and stakeholders, providing clear advice and resolving issues in person, over the phone or by email.

You will support service delivery staff with essential operational and administrative tasks, manage the team’s shared inbox, coordinate appointments, perform data entry and log

Qualifications

• Experience delivering customer service in person, over the phone or by email.
• Understanding of participant rights and relevant framework.

Responsibilities

• Manage and resolve participant matters per legislation.
• Front reception support and assist with inquiries at kiosks and online.
• Resolve inquiries and refer to government or community services.
• Manage shared inbox, appointments, and telephone enquiries.
• Coordinate appointments and ensure accessible office facilities.
• Perform data entry and follow-up actions.
• Receive and record complaints and feedback in business systems.

Skills

Communication

Service Excellence

Organisation

Problem-Solving

Collaboration

Accuracy

Disability services

Adaptability

Job description

APS3 Participant Support Officer - Penrith

• Contract Length: 12-month assignment with the possibility of extension (31st December 2027)
• Full-Time Hours: 8:30am to 4:30pm, Monday to Friday; Onsite all 5 days
• Location: Penrith NSW
• Australian Citizenship is a mandatory requirement

About the Role:

The APS3 Participant Support Officer is a crucial first point of contact for participants and stakeholders. In this role, you will apply your outstanding customer service skills to provide clear advice and resolve issues in person, over the phone or via email. You will also offer essential operational and administrative support to service delivery staff, ensuring the provision of high-quality services for participants.

Key Duties and Responsibilities:

• Manage and resolve participant matters by actioning planning tasks as per the legislation.
• Provide front reception support, including assisting with participant enquiries at self-help kiosks and online support.
• Resolve participant and stakeholder enquiries, provide information, and make referrals to appropriate government or community services.
• Manage the team's shared email inbox, appointments, and telephone enquiries.
• Coordinate appointments, ensuring office facilities are accessible for all.
• Perform data entry activities and ensure follow-up actions are completed.
• Receive and record complaints and other feedback in the Business systems.

What We Are Looking For:

• Communication: Ability to communicate clearly and empathetically with participants, their families, and other stakeholders, both verbally and in writing.
• Service Excellence: A strong focus on providing high-quality service, understanding participant needs, and guiding them through the process.
• Organisation: Ability to manage multiple tasks and priorities efficiently, including case management and administrative duties.
• Problem-Solving: Capability to identify issues and develop practical solutions to assist participants in accessing services and supports.
• Collaboration: Skill in building rapport with participants and working effectively with colleagues and external stakeholders.
• Accuracy: Ensuring accuracy in documentation and compliance with policies and procedures.
• Knowledge: Understanding of the framework, disability services, and the challenges faced by people with disabilities.
• Adaptability: Flexibility to respond to changing circumstances and participant needs.