APS3 Participant Support Officer | Federal Government Agency
Location: Griffith, NSW
Rate: $37.36 per hour + Super
Term: 12-month contract (with a view for extensions)
Classification: APS3
Are you a customer service professional looking to transition into a meaningful career within the public sector? A prominent Federal Government Agency is seeking a dedicated Participant Support Officer (PSO) to join their Griffith team.
This is a frontline, "people-first" role where your empathy and problem-solving skills will directly impact the lives of Australians with a disability.
The Role
As a Participant Support Officer, you are the face of the agency. You will provide high-quality customer service as the primary point of contact for participants and stakeholders, ensuring enquiries are resolved efficiently and with care.
Your daily responsibilities will include:
* Front-of-House Service: Greeting and assisting participants in person, over the phone, and via email.
* Enquiry Resolution: Resolving customer enquiries where guidance may not always be scripted, using the agency's operational guidelines.
* Complex Triage: Identifying and triaging moderately complex issues to the appropriate internal teams.
* Stakeholder Engagement: Making outbound calls to participants and providers to coordinate services or book appointments.
* Administrative Support: Managing team inboxes, assisting with project reporting, and conducting suitability assessments.
About You
We are looking for a candidate who thrives in a team-based environment and possesses a contemporary, positive attitude toward social inclusion and diversity.
To be successful, you will demonstrate:
* Relevant Background: Experience in customer service, service delivery, or the disability sector.
* Communication Skills: Excellent written and verbal skills, with the ability to handle sensitive or challenging conversations with empathy.
* Critical Thinking: The capacity to think creatively to solve problems and improve the participant experience.
* Adaptability: A willingness to learn, grow, and adapt to changing circumstances in a dynamic work environment.
* Attention to Detail: High levels of accuracy and thoroughness in all administrative tasks.
Work Arrangements & Training
This is a frontline, office-based role. To ensure you have the best possible start, you will attend the Griffith office daily for an initial 12-week training and consolidation period.
Requirements
* Pre-employment Check: Candidates must undergo a Nationally Coordinated Criminal History Check (NCCHC).
* Citizenship: Please note that these roles generally require Australian Citizenship.
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.