APS3 Participant Support Officer - Windsor

Randstad; Windsor; On-site; AUD 65,000 - 75,000; Full time

Job summary

Randstad is seeking an APS3 Participant Support Officer in Windsor, NSW, to be the first point of contact for participants and stakeholders. The role provides clear advice and resolves issues in person, by phone, or via email, and supports service delivery staff to ensure quality services.

The position is full-time, onsite, with a 12-month contract and potential extension. Australian Citizenship is a mandatory requirement, and the successful candidate will be organised and adaptable in a busy

Qualifications

• Excellent communication with participants and families.
• Strong service orientation and client focus.
• Organised with ability to manage multiple tasks.
• Problem-solving and referral skills.
• Collaborates effectively with colleagues and external partners.
• Accurate documentation and adherence to policies.

Responsibilities

• Manage and resolve participant matters per legislation.
• Provide front reception support and assist with kiosks.
• Resolve enquiries and refer to services.
• Manage shared inbox, appointments, and calls.
• Coordinate appointments and accessible facilities.
• Data entry and follow-up actions.
• Record complaints and feedback in systems.

Skills

Communication

Service Excellence

Organisation

Problem-Solving

Collaboration

Accuracy

Knowledge

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.