Contact Centre Officer (APS5 Equivalent)

Our client is seeking to engage a Contact Centre Officer (APS5 Equivalent).

Location:  Perth

Employment: MAX TERM , 12 months

Eligibility/Security Requirement: Ability to obtain BASELINE CLEARANCE

Benefits: paid leaves + paid public holidays + 15.4% Super


What you will do

• provide inbound and outbound telephony support to applicants, their nominees and other callers to the relevant NRS 1800 number
• apply the National Redress Scheme for Institutional Child Sexual Abuse Act 2018 and relevant policies, procedures and guidelines to all interactions
• under limited direction, be accountable for organising workflow and escalating risks and issues when needed
• develop and maintain relationships with internal and external stakeholders to progress outcomes for applicants
• resolve routine and non-routine enquiries, where necessary collaborating with other teams within the Scheme to resolve complaints or systemic issues
• assist callers to navigate and access a range of Redress Support Services
• contribute new ideas, including the identification of efficiency improvements for service delivery

Our ideal candidate:

• communicates confidently and presents verbal and written messages in a clear, concise and articulate manner
• understands trauma informed principles and their importance in providing a high level of service
• applies legislation, policies, procedures and information management requirements
• demonstrates high level accuracy and attention to detail in the processing and recording of information
• has the ability to self manage in a complex, changing environment with a high workload
• demonstrates critical thinking and problem solving with a solution focused approach.

If you feel you are a suitable candidate submit your application by hitting “Apply for this job”. Alternatively, you can call Isaac Benjamin on 02 6268 9769 or email Isaac.Benjamin@chandlermacleod.com for further discussion.