aps3 participant support officer - coffs harbour.

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 and 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:

• First Point of Contact: Provide high-quality customer service at the front of house, over the phone, and via email.
• Enquiry Resolution: Resolve participant matters and moderately complex enquiries where clear scripts may not exist.
• Inbox & Workflow Management: Triage emails, prioritise escalated matters, and manage service delivery referrals.
• Assessments & Analysis: Undertake suitability assessments for planning streams and research solutions for complex issues.
• Team Collaboration: Work collaboratively to contribute to process improvements and provide on the job support.

Skills & Experience Required:

• Background: Previous experience in customer service roles, service delivery, or the disability sector is highly regarded.
• Communication: Exceptional interpersonal skills with the ability to handle sensitive or challenging conversations with empathy and patience.
• Critical Thinking: Ability to think creatively to triage complex issues and contribute to improving the participant experience.
• Collaboration: Skill in building rapport with participants and working effectively with colleagues and external stakeholders.
• Adaptability: Proven ability to thrive in a dynamic, changing environment while managing multiple tasks and deadlines.

Apply Now

If you are looking for your next challenge and enjoy working in a dynamic and supportive team, apply online now or reach out to Maddy Hellawell at maddy.hellawell@randstad.com.au with any questions.

Please note: Applications for this role close on Friday 16th January 2026 Midday.

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.