APS3 Participant Support Officer - Windsor

Randstad; Sydney; On-site; AUD 55,000 - 75,000; Full time

Job summary

Randstad Windsor NSW is seeking an APS3 Participant Support Officer to provide clear, empathetic support to participants and stakeholders. You will resolve issues in person, over the phone or via email, and deliver essential administrative support to service delivery staff to ensure high-quality participant services.

The role emphasizes customer service, case management, data entry, reception support, and collaboration with internal teams and external services.

Qualifications

• Clear and empathetic communication with participants and stakeholders.
• Strong focus on high-quality service and understanding participant needs.
• Ability to manage multiple tasks and administrative duties.
• Identify issues and develop practical solutions to help participants access services.
• Build rapport with participants, colleagues, and external partners.

Responsibilities

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

Skills

Communication

Service Excellence

Organisation

Problem-Solving

Collaboration

Accuracy

Adaptability

Job description

APS3 Participant Support Officer - Windsor

• 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: Windsor 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.