Your new company

Hays is the preferred supplier for Federal, State, and Local Government organisations, as well as leading employers in Health, Technology, Insurance, Education, and Utilities. I am currently partnered with a Federal Government Agency to recruit an APS3 Participant Support Officer for a full-time 12 month contract

This role offers a unique opportunity to contribute to a national initiative that directly improves the lives of people with disabilities through high-quality support and service delivery.

Your new role

As the APS3 Participant Support Officer, you will be working on site in a Customer Service position, responsible for procedural, clerical, administrative support and operational tasks, including basic research and analysis. You’ll be a key point of contact for participants, helping to ensure they receive the support and information they need to access life-changing services.

Responsibilities may include but are not limited to:

• Providing high-quality customer service as the first point of contact for participants, customers, and stakeholders in person, over the phone, and via email.
• Managing and resolving participant matters in line operational guidelines and direction.
• Triaging moderately complex enquiries to appropriate teams or services.
• Coordinating appointments and ensuring facilities are accessible.
• Managing shared inboxes, appointments, and telephone enquiries.
• Undertaking research and preparing reports and correspondence.
• Making outbound calls to participants, providers, and stakeholders.
• Supporting project activities, including planning, reporting, and analysis.
• Receiving and recording complaints and feedback with empathy and professionalism.

What you'll need to succeed

To succeed as the APS3 Participant Support Officer, you will need:

• Excellent communication skills, both written and verbal.
• Ability to work independently and manage sensitive information.
• Strong analytical and decision-making skills.
• IT proficiency, especially in MS Office and CRM systems.
• Experience in administration or Front of House roles.
• Government experience is desirable.
• NDIS Worker Screening Check (or willingness to obtain).
• Australian Citizenship
• Experience in the disability, health or aged care sectors is desirable.
• All applicants selected for an interview will be required to provide a reference check before interview.

What you'll get in return

Through Hays, this role offers you an hourly rate of $37.36 + super, an opportunity to progress your career with this Federal Government Agency and:

• Weekly pay cycles
• Nominated choice of superannuation fund
• Online time sheet submission and approval
• No hidden costs or payroll deductions for our services
• No invoicing required for Pty Ltd holders
• Regular contact with consultants throughout the duration of your assignment

What you need to do now

If you're interested in this role, forward an up-to-date copy of your CV to rebecca.hillbrick@hays.com.au.
Please include a short summary of your suitability for the role.

LHS 297508