aps3 participant support officer.

• Providing high quality customer service as the first point of contact and resolution for participants, customers and stakeholders in person at front in house, over the phone and via email.
• Providing first point of contact and support for participants presenting for in-person appointments.
• Resolving a high volume of enquiries using available information, advice and scripts.
• Making outbound calls to NDIS participants, providers and other stakeholders.
• Managing inboxes, including triaging and making decisions on priority and escalated participant matters and referring to appropriate service delivery teams.
• Actioning straightforward planning pathway supplementary delegate tasks as per the Act and in accordance with work instructions and operational guidelines.
• Escalating more complex planning tasks for response by senior team members or other Service Delivery teams.
• Providing administrative and operational support to service delivery teams, including data entry, record keeping, coordinating and minuting internal meetings.
• Arranging travel, processing invoices, raising resource requests and responding to property and maintenance issues.
• Providing on-the-job support for peers and working collaboratively in a team environment.

Key skills/experience required:

• Empathy and excellent customer service skills for handling sensitive or challenging conversations.
• Passionate about delivering excellent customer service to participants and clients in order to help achieve positive outcomes.
• Ability to manage multiple tasks, meet deadlines and adhere to schedules.
• Problem solving and decision making based on evidence and sound judgment.
• Excellent administrative skills
• Ability to adapt to change and work in dynamic environments.
• Experience working with people living with disabilities is desirable but not essential
• Must be an Australian citizen

Undertaking a temporary contract through Randstad will give you exclusive access to our candidate benefits portal. This includes many discounts across health insurance, phone plans, grocery stores and other retail stores as well as many other discounts. You will be able to access this directly through our easy to use timesheet portal upon commencement of your assignment.

For a confidential discussion about this role please feel free to contact Aoife Bradley - aoife.bradley@randstad.com.au

**All applications must be submitted via the application portal**

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.