About the Role
We are seeking an adaptable and customer focused APS3 Participant Support Officer to provide vital administrative, operational and customer service support. In this role, you will work within defined parameters to deliver straightforward advice and assistance to internal and external stakeholders, helping participants access the information and services they need.
Balancing front-of-house service with administrative workflow, you will manage participant enquiries, coordinate appointments, maintain accurate records and support overall office efficiency. Working under general direction within a supportive team environment, you will play an essential role in delivering positive participant experiences and upholding high standards of service.
Key Responsibilities
- Customer Service & Front-of-House Support: Provide reception and counter support for the local office, assisting with walk in enquiries, self help kiosks, online portal support and directing visitors to appropriate government or community services.
- Enquiry & Mailbox Management: Manage shared team mailboxes, coordinate incoming telephone calls, respond to straightforward enquiries and resolve routine participant matters within established procedures.
- Appointment Coordination: Schedule and coordinate participant appointments using office facilities, ensuring environments are accessible and welcoming.
- Operational & Administrative Support: Deliver timely administrative assistance, action planning tasks under the relevant legislative framework and support day-to-day office workflows.
- Data Entry & System Records: Perform high volume, accurate data entry across business systems, complete required follow ups and log complaints and participant feedback appropriately.
- Information & Issue Resolution: Handle sensitive participant matters with empathy and professionalism, identifying straightforward solutions to issues and escalating complex matters when required.
Key Skills & Experience Required
- Customer Service & Communication: Proven verbal and written communication skills with the ability to engage respectfully, clearly and professionally with diverse internal and external stakeholders.
- Administration & Workflow Coordination: Demonstrated ability to manage competing tasks, coordinate activities, prioritise workloads to meet deadlines and adapt to changing daily priorities.
- Attention to Detail & Data Accuracy: Strong focus on precision and accuracy in data entry, record keeping and general office administration.
- Problem-Solving & Collaboration: Sound problem solving abilities to address customer queries and a collaborative mindset to work effectively within an open team environment.
- Privacy, Confidentiality & Systems Aptitude: Understanding of confidentiality and privacy principles when handling sensitive or confronting personal information, alongside proficiency using computer applications (including Microsoft Office and core database systems).
- Sector Experience (Desirable): Experience working within the disability, allied health, or community services sector, or relevant qualifications in a related discipline (desirable, not mandatory).
Eligibility Requirements
- Australian Citizenship is mandatory.
- Candidates must be willing and eligible to undergo relevant pre-employment suitability and background screening checks.
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.