participant support officer - customer service.

About the Organisation

Join a Federal Government organisation committed to placing stakeholders at the heart of their work. Our values reflect a passion and dedication to building a positive, stakeholder-centred culture.

About the Opportunity

APS3 Participant Support Officer, 12-month contract with a strong possibility of renewal or permanence. This is a full-time position, based in Geelong. The initial three months will be based in office with work from home flexibility following this.

Only Australian Citizens are eligible to apply.

About the Team

National Delivery is responsible for engaging with participants and managing participant plans and supports. State/Territory-based business units manage the operating functions of the agency, ensuring accessible, nationally-consistent participant experiences.

About the Role

This role involves directly engaging with participants to resolve matters through planning tasks that adhere to legislative requirements. Key responsibilities include providing front-line support at the office counter and reception, assisting participants with enquiries, and guiding them through self-help kiosks and online support services. Additionally, the role includes managing team communications, scheduling appointments, and coordinating participant visits to ensure that facilities are fully accessible. This work is essential to maintaining a positive, streamlined experience for all participants across the agency’s operations.

Key Responsibilities

• Handle and resolve participant matters by performing planning tasks in line with the relevant Act, including research, report preparation, and follow-up.
• Provide front-line support at the office counter/reception, assisting participants with enquiries, self-help kiosks, and online services.
• Manage team communications and scheduling by overseeing the shared email inbox, appointments, and phone enquiries.
• Coordinate and schedule participant appointments, ensuring that office facilities are accessible and meet participant needs.
• Conduct data entry, maintain records of complaints and feedback in the business systems, and ensure all follow-up actions are completed accurately.

Requirements

• Australian Citizenship
• Customer service experience
• Lived experience of, or experience working with, disability

Interested? What Next? Apply now!

Note: Applications close on 20th November 2024. Only successful applicants will be contacted.

Apply now and make a meaningful impact in a stakeholder-focused Federal Government organisation!

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.