aps3 participant support officer - shepparton x2

About the Role

Want to play a direct role in delivering fair, accessible support to NDIS participants in your community? We are seeking 2 empathetic, organized, and reliable Participant Support Officers to join our federal government client's team.

As the face and voice of the local office, you will provide critical front-of-house, administrative, and direct participant support. You will guide participants through the NDIS, assist with digital self-help tools, and coordinate essential everyday operations to ensure a seamless experience for our community.

Key Responsibilities

• Participant & Customer Support: Deliver welcoming counter and reception support, assisting participants with self-help kiosks, online portals, and general NDIS enquiries.
• Planning & Actioning Tasks: Manage and resolve participant matters by completing action items and planning tasks aligned with the NDIS Act.
• Enquiry Resolution & Referrals: Respond to phone and inbox enquiries, provide accurate advice, and connect customers with appropriate external community and government services.
• Administration & Operations: Coordinate office appointments, oversee the team’s shared email inbox, maintain accessible facilities, and support smooth day-to-day office operations.
• Research & Data Entry: Perform accurate data entry, update customer records, conduct basic research, prepare routine reports, and track follow-up actions.
• Feedback Management: Professionally receive, record, and process participant feedback and complaints within business systems.

• Customer Service Focus: Proven experience in front-of-house, counter, or reception environments, with the ability to assist participants using online tools and digital kiosks.
• Operational Knowledge: Capability to perform data entry, manage shared mailboxes, coordinate office schedules, and deliver administrative support grounded in sound policy knowledge.
• NDIS Act Alignment: Ability to manage participant matters and complete planning tasks in accordance with relevant legislation and guidelines.
• Strong Communication: Clear verbal and written communication skills to answer telephone and email enquiries, manage complaints, and provide accurate referrals to community services.
• Accessibility Awareness: Understanding of accessibility needs to ensure agency facilities remain accessible and welcoming for visiting participants.

Submit your resume by clicking Apply Now.

Applications Closing Date: 2nd November 2026.

Note: If you view this advertisement after the closing date, we still welcome your application for consideration for future similar opportunities.

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.