APS3 Participant Support Officer

APS3 Participant Support Officer

Are you passionate about making a genuine, positive difference in the lives of people with disability?

We are seeking dedicated, empathetic, and customer-focused professionals to join a dynamic team delivering vital frontline support services. As a Participant Support Officer, you will serve as a crucial first point of contact, helping participants navigate services, resolving complex enquiries, and driving social inclusion every single day.

The Details

• Start: ASAP
• Role Type: Full-time contract until 31st December 2027 (possible extension)
• Location: Coffs Harbour NSW and Tamworth NSW
• Pay Rate: $38.89 per hour + super
• Work Rights: Australian Citizenship required
• Training: Onsite for first 12 weeks

Key Responsibilities

• Serve as the first point of contact and resolution for participants, customers, and stakeholders in person (front-of-house), via phone, and through email.
• Handle, resolve, and triage moderately complex customer enquiries, using sound judgement, operational guidelines, and relevant legislation.
• Conduct outbound phone contact to participants, service providers, and sector stakeholders.
• Manage shared inbox queues, triaging urgent matters, determining priorities, and escalating critical cases to appropriate teams.
• Assist with suitability assessments for entry and exit into specialist planning streams.
• Provide administrative, research, and project support, including risk management analysis and reporting assistance.

Skills & Experience Required

• Proven background in customer service, service delivery, or within the disability sector.
• A positive, contemporary attitude toward people with disability, with a deep commitment to diversity and social inclusion.
• Exceptional written, verbal, and interpersonal communication skills, with the ability to navigate sensitive or challenging conversations with empathy and patience.
• Demonstrated critical thinking, problem-solving, and decision-making skills grounded in evidence and sound judgement.
• Strong organisational skills with the ability to manage multiple priorities, adhere to strict schedules, and hit deadlines in a dynamic environment.
• Strong teamwork ethics and a high level of adaptability to ongoing change.

Apply Now

Ready to step into a rewarding role where your work directly impacts the community? Apply online now or reach out to Maddy Hellawell at [email protected] with any questions.

Please Note: Applications close 9am Thursday 1st October 2026. Any application received after this date will be considered as an Expression of Interest in case other similar opportunities become available.

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.