APS3 Participant Support Officer - Shepparton x2

Randstad Pty; Greater Shepparton; On-site; AUD 44,000 - 63,000; Full time

Job summary

Randstad Pty is seeking two APS3 Participant Support Officers to join a federal government client in Shepparton, VIC. This full-time, onsite role offers a $38.89 per hour plus super, for a 12-month assignment, working Monday to Friday 8:30am–4:30pm.

You will provide front-of-house support, assist NDIS participants with digital self-help tools, manage administration, and help coordinate day-to-day operations to ensure a welcoming and accessible service in the community.

Qualifications

• Experience in front-of-house, counter or reception environments.
• Ability to assist participants using online tools and digital kiosks.
• Capability to perform data entry and manage shared mailboxes.
• Knowledge of NDIS Act or alignment with relevant guidelines.
• Clear verbal and written communication and ability to refer to services.
• Awareness of accessibility needs to keep facilities welcoming.
• Australian Citizenship is Mandatory.

Responsibilities

• Deliver welcoming counter and reception support for participants.
• Assist participants with self-help kiosks, online portals and NDIs enquiries.
• Respond to phone and email enquiries with accurate advice and referrals.
• Coordinate office appointments and manage the team’s shared email inbox.
• Perform data entry, update records, and prepare routine reports.
• Record and process participant feedback and complaints.

Skills

Customer service

Front-of-house

Reception

Digital tools

Data entry

Job description

Position Title: APS3 Participant Support Officer x 2 Vacanies

Location: Shepparton VIC
Pay Rate: $38.89ph + super
Employment Type: Full-Time (100% Onsite | Monday to Friday, 8:30am - 4:30pm)
Duration: 12-Month Assignment

About the Role

Want to play a direct role in delivering fair, accessible support to NDIS participants in your community? We are seeking 2 empathetic, organized, and reliable Participant Support Officers to join our federal government client's team.

As the face and voice of the local office, you will provide critical front-of-house, administrative, and direct participant support. You will guide participants through the NDIS, assist with digital self-help tools, and coordinate essential everyday operations to ensure a seamless experience for our community.

Key Responsibilities

• Participant & Customer Support: Deliver welcoming counter and reception support, assisting participants with self-help kiosks, online portals, and general NDIS enquiries.
• Planning & Actioning Tasks: Manage and resolve participant matters by completing action items and planning tasks aligned with the NDIS Act.
• Enquiry Resolution & Referrals: Respond to phone and inbox enquiries, provide accurate advice, and connect customers with appropriate external community and government services.
• Administration & Operations: Coordinate office appointments, oversee the team’s shared email inbox, maintain accessible facilities, and support smooth day-to-day office operations.
• Research & Data Entry: Perform accurate data entry, update customer records, conduct basic research, prepare routine reports, and track follow-up actions.
• Feedback Management: Professionally receive, record, and process participant feedback and complaints within business systems.

Position Requirements

• Customer Service Focus: Proven experience in front-of-house, counter, or reception environments, with the ability to assist participants using online tools and digital kiosks.
• Operational Knowledge: Capability to perform data entry, manage shared mailboxes, coordinate office schedules, and deliver administrative support grounded in sound policy knowledge.
• NDIS Act Alignment: Ability to manage participant matters and complete planning tasks in accordance with relevant legislation and guidelines.
• Strong Communication: Clear verbal and written communication skills to answer telephone and email enquiries, manage complaints, and provide accurate referrals to community services.
• Accessibility Awareness: Understanding of accessibility needs to ensure agency facilities remain accessible and welcoming for visiting participants.

qualification

• Experience with Admin and Customer Service skills
• Australian Citizenship is Mandatory

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.

Applications Closing Date: 2nd November 2026.

Note: If you view this advertisement after the closing date, we still welcome your application for consideration for future similar opportunities.