Job description
APS4 Senior Contact Centre Support Officer
The Senior Contact Centre Support Officer will, under direction from supervisors, support the Contact Centre Escalation Team, to action escalated enquiries and other matters referred from the National Contact Centre.
This team operates flexible hours to service all states in ‘local time’ including weekends and adjusted for daylight savings. This role requires officers to undertake rostered shift work to ensure coverage of required operating hours.
Escalated matters are normally received as a task, not as a transferred call.
Key responsibilities
Our ideal candidate will come from a contact centre or high-volume customer/ client contact role with extensive experience in handling, coordinating and triaging enquiries/ matters in a ticketed environment and responding to requests in writing and over the phone.
You’ll be able to demonstrate
If this role is of interest to you, APPLY NOW, with your current resume in MS Word format along with an expression of interest. If you would like to know more then please don’t hesitate to contact Bill O’Rourke on 02 6162 7319 or via borourke@dfp.com.au
Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.
DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.
By clicking 'apply', you give consent that DFP may use your personal information to process your job application and to contact you for future employment opportunities. For further information on how DFP process your personal information please review the DFP Information Collection and Privacy Policy via https://www.dfp.com.au/about-us/policies. Do not submit any sensitive personal information in your resume.
- November start 2024
- $49 to $53 per hour + super
- 6 month labour hire contract + possible extension
- Canberra based
- Must hold Australian Citizenship
The Senior Contact Centre Support Officer will, under direction from supervisors, support the Contact Centre Escalation Team, to action escalated enquiries and other matters referred from the National Contact Centre.
This team operates flexible hours to service all states in ‘local time’ including weekends and adjusted for daylight savings. This role requires officers to undertake rostered shift work to ensure coverage of required operating hours.
Escalated matters are normally received as a task, not as a transferred call.
Key responsibilities
- Working closely with Supervisors to support The Contact Centre Escalation Team members.
- Ensure the organisations policy and knowledge articles inform responses and procedures are followed at all times to ensure consistency.
- Respond to escalated telephone and email enquiries from the National Contact Centre, ensuring all communication is recorded.
- Operate professionally using the Organisation’s training, resources and procedures provided.
- Make outbound telephone calls to the Organisation’s stakeholders.
- Escalate complex issues as required.
- Provide general administrative support and perform additional duties or assume responsibility of functions as directed from time to time.
Our ideal candidate will come from a contact centre or high-volume customer/ client contact role with extensive experience in handling, coordinating and triaging enquiries/ matters in a ticketed environment and responding to requests in writing and over the phone.
You’ll be able to demonstrate
- Exceptional customer service skills within a complex environment.
- Demonstrates resilience and calm when dealing with complaints or a challenging situation.
- Proven ability to communicate and willingness to engage with diverse individuals and communities and to be flexible and adaptable.
- Knowledge and experience in successfully completing allocated tasks, accepting stated importance of tasks and to a compliant standard while delivering results within competing timeframes and priorities.
- Analytical abilities with the ability to obtain accurate conclusions and apply innovative initiatives to address any issues that arise during the Election period.
- Knowledge and experiencing using Microsoft Office and other computer-based applications.
- Demonstrated personal integrity whilst achieving results within legislative, policy and budget parameters.
- Must be an Australian Citizen.
- Must hold a current Police Check within the last 90 days or be willing to obtain one.
If this role is of interest to you, APPLY NOW, with your current resume in MS Word format along with an expression of interest. If you would like to know more then please don’t hesitate to contact Bill O’Rourke on 02 6162 7319 or via borourke@dfp.com.au
Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.
DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.
By clicking 'apply', you give consent that DFP may use your personal information to process your job application and to contact you for future employment opportunities. For further information on how DFP process your personal information please review the DFP Information Collection and Privacy Policy via https://www.dfp.com.au/about-us/policies. Do not submit any sensitive personal information in your resume.
