This is a rewarded opportunity for a Participant Support Officer who thrives on delivering exceptional customer service and making a genuine impact to join a prominent federal government agency through Randstad.
You will act as the crucial first point of contact for participants, providers and external stakeholders via front of house services, phone and email. Operating across various regional and metropolitan locations in New South Wales, you will handle diverse enquiries, triage complex matters and provide essential operational support. Supported by a dedicated team, you will enjoy a high volume, frontline role where your empathy and problem solving skills directly improve the participant experience.
Benefits To YouGain valuable experience within a leading federal government agency
Full time position operating under the APS3 classification level
Opportunity to transition to a hybrid working model with partial work from home flexibility following an initial twelve week training and consolidation period
Multiple central location options available across New South Wales
A collaborative, inclusive work environment focused on professional growth
Direct involvement in high impact social reform that enhances the community
Providing high quality customer service as the first point of contact and resolution in person, over the phone and via email
Resolving customer enquiries, including those without clear scripts, and referring matters in accordance with relevant legislation and operational instructions
Triaging moderately complex participant enquiries and managing inbox priorities
Conducting outbound calls to participants, service providers and key stakeholders
Undertaking suitability assessments for entry and exit into specialist planning streams
Assisting with project management activities, research, analysis and regular reporting tasks
Researching solutions for complex issues and participating in risk management analysis
Working collaboratively in a team setting to support continuous process improvement and peer guidance
A background in customer service, service delivery or within the disability sector
Positive contemporary attitude towards people with a disability, valuing diversity and social inclusion
Strong ability to think critically and creatively to resolve complex participant issues
Excellent empathy, patience and adaptability when dealing with sensitive or challenging conversations
Exceptional written and verbal communication skills paired with acute attention to detail
Demonstrated ability to manage multiple tasks, meet strict deadlines and adapt to changing dynamic environments
Clearances: Ability to successfully undergo a National Criminal History Records Check
Randstad has partnered with a major federal government agency responsible for implementing one of the largest social reforms in Australian history. Dedicated to building a positive, participant centred culture, the agency values people, growth and resilience. Joining this organisation means becoming part of a team that puts participants at the heart of everything while driving genuine social change.
Next StepsIf this APS3 Participant Support Officer role sounds like your next move, click Apply Now to submit your application for consideration.
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.
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