Participant Support Officer (APS3) | Bundaberg

Select Aust Sydney; Bundaberg; On-site; AUD 44,000 - 63,000; Full time

Job summary

Randstad is recruiting for a Participant Support Officer (APS3) to support a federal government agency in Bundaberg, QLD. The role is a full-time, on-site 12-month assignment with 8:30AM-4:30PM hours and a negotiable hourly rate.

You will greet participants, assist with digital portals, manage administrative workflows, and help navigation of self-service systems while ensuring accessibility and compliance with NDIS guidelines.

Qualifications

• Experience in front-of-house or reception.
• Strong data management and calendar coordination.
• Ability to interpret NDIS Act and operate within guidelines.
• Excellent written and verbal communication skills.

Responsibilities

• Front-of-House Service: greet participants, answer queries, assist with portals and kiosks.
• Participant Administration: action case items and planning tasks per NDIS Act.
• Enquiries & Referrals: handle calls and emails, connect to resources.
• Office Coordination: manage schedules, team inbox, facility operations.
• Record Keeping & Reporting: maintain client files, data entry, updates.
• Feedback Handling: log and escalate client feedback and complaints.

Skills

Customer service

Reception

Data entry

Calendar coordination

NDIS knowledge

Tools

Data entry software

CRM / case management system

Digital portals

Job description

Participant Support Officer (APS3) | Bundaberg

Job Type: Temporary position | Full time position

Job Description

Participant Support Officer (APS3) | Federal Government Agency Location: Bundaberg, QLD (on-site) Hourly Rate: $38.89/hr + superannuation

Work Type: Full-Time | Monday to Friday | 8:30AM - 4:30PM Contract Length: 12-month initial assignment Openings: 2 positions available

About the Role Make a tangible difference in your community by helping deliver equitable and accessible support to NDIS participants. We are currently recruiting two compassionate, organised, and dependable Participant Support Officers on behalf of our federal government client.

Serving as a primary point of contact for the Bundaberg branch, you will deliver essential front-of-house service, client guidance, and operational coordination. Your day-to‑day focus will be welcoming visitors, helping participants navigate online self-service systems, and managing administrative workflows to ensure a smooth service delivery. Key Responsibilities

Front-of-House Service: Greet participants at reception, answer general NDIS queries, and assist visitors with digital portals and self-service kiosks. Participant Administration: Action case items and execute planning tasks compliant with the NDIS Act and agency guidelines. Enquiries & Referrals: Handle incoming calls and shared inbox messages, providing clear information and connecting individuals with external community or government resources.

Office Coordination: Manage appointment schedules, oversee the team inbox, maintain branch accessibility, and support general facility operations. Record Keeping & Reporting: Maintain up‑to‑date client files, handle data entry, perform basic information gathering, and compile standard updates. Feedback Handling: Accurately log, track, and elevate client feedback and formal complaints in internal systems.

Key Requirements Customer Facing Experience: Demonstrated background in reception, counter service, or direct customer care, including guiding users through digital tools. Administrative Competence: Strong data management skills, experience handling shared mailboxes, calendar coordination, and working within established procedural frameworks.

Legislative Understanding: Capacity to interpret and apply the NDIS Act and relevant operating standards to daily planning tasks. Clear Communication: Excellent written and verbal interpersonal skills, with the ability to resolve concerns empathetically and provide appropriate service referrals. Commitment to Accessibility: Awareness of accessibility principles to help foster an inclusive, welcoming environment for all participants.

Applications Close: Thursday, 5 November 2026. Note: Candidates submitting after the deadline may still be considered for upcoming and related federal government roles. 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.