participant support officer (aps3) | bundaberg

Make a tangible difference in your community by helping deliver equitable and accessible support to NDIS participants. We are currently recruiting two compassionate, organised, and dependable Participant Support Officers on behalf of our federal government client.

Serving as a primary point of contact for the Bundaberg branch, you will deliver essential front-of-house service, client guidance, and operational coordination. Your day-to-day focus will be welcoming visitors, helping participants navigate online self-service systems, and managing administrative workflows to ensure a smooth service delivery.

Key Responsibilities

• Front-of-House Service: Greet participants at reception, answer general NDIS queries, and assist visitors with digital portals and self-service kiosks.
• Participant Administration: Action case items and execute planning tasks compliant with the NDIS Act and agency guidelines.
• Enquiries & Referrals: Handle incoming calls and shared inbox messages, providing clear information and connecting individuals with external community or government resources.
• Office Coordination: Manage appointment schedules, oversee the team inbox, maintain branch accessibility, and support general facility operations.
• Record Keeping & Reporting: Maintain up-to-date client files, handle data entry, perform basic information gathering, and compile standard updates.
• Feedback Handling: Accurately log, track, and escalate client feedback and formal complaints in internal systems.

• Customer Facing Experience: Demonstrated background in reception, counter service, or direct customer care, including guiding users through digital tools.
• Administrative Competence: Strong data management skills, experience handling shared mailboxes, calendar coordination, and working within established procedural frameworks.
• Legislative Understanding: Capacity to interpret and apply the NDIS Act and relevant operating standards to daily planning tasks.
• Clear Communication: Excellent written and verbal interpersonal skills, with the ability to resolve concerns empathetically and provide appropriate service referrals.
• Commitment to Accessibility: Awareness of accessibility principles to help foster an inclusive, welcoming environment for all participants.

Submit your up-to-date CV via the Apply Now button.

• Applications Close: Thursday, 5 November 2026.
• Note: Candidates submitting after the deadline may still be considered for upcoming and related federal government roles.

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.