The APS3 Participant Support Officer is a team membership position and is responsible for setting priorities
and managing work flow for their role and producing work that is subject to regular monitoring by more
senior positions within their management structure.
The position will undertake procedural, clerical, administrative support and operational tasks including
some basic research and analysis activities.
The position may have a public contact role and may be required to communicate with and provide
straightforward advice to a range of internal and external stakeholders.
Responsibilities may include but are not limited to:
 Managing and resolving participant matters by actioning planning tasks
 Providing counter/reception support for the local office including participant enquiries in the self-help
kiosks and online support.
 Resolving customer enquiries, providing information and/or referring customers to appropriate
government or community services.
 Managing the team shared email inbox, appointments and telephone enquiries.
 Coordinating appointments with the use of Agency office facilities and ensuring facilities are
accessible for participants.
 Undertaking research and investigation activities and preparing associated reports and
correspondence.
 Undertaking a range of data entry activities and ensuring follow up is completed.
 Receiving and recording complaints and other feedback in the Business systems.

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.