Job description
APS5 Contact Centre Supervisor
In preparation for this event, we are now screening candidates for this temporary workforce talent pool.
About the role
This role will be based in the Contact Centre and will respond to a range of queries, complaints, feedback and other matters through email, ticketed responses and telephone calls.
The Contact Centre will operate seven days a week, with extended hours from 7:30am to 11:30pm AEST. This includes weekends and public holidays. There is a certain amount of flexibility in the working hours, however you will be required to work a mix of weekdays and weekends during the event. There may be times where you could be asked to take on additional shifts, at short notice, due to operational needs. Standard weekly hours will be 37.5hrs.
Duties will include
Our ideal candidate
You will come exceptional customer service skills within a complex environment, demonstrating resilience and calm when dealing with complaints or challenging situations. You’ll possess strong research and analytical skills and can communicate policies, legislation and reasonably complex matters to a wide range of users.
You’ll be able to demonstrate
Application Requirements
How to apply
If this role is of interest to you, APPLY NOW, with your current resume in MS Word format.
Due to the expected high volume of applications, only suitable applicants will be contacted.
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.
- Talent Pool – Temporary Workforce
- $60 per hour + super
- 3-month labour hire contract
- Canberra based
- Must hold Australian Citizenship
In preparation for this event, we are now screening candidates for this temporary workforce talent pool.
About the role
This role will be based in the Contact Centre and will respond to a range of queries, complaints, feedback and other matters through email, ticketed responses and telephone calls.
The Contact Centre will operate seven days a week, with extended hours from 7:30am to 11:30pm AEST. This includes weekends and public holidays. There is a certain amount of flexibility in the working hours, however you will be required to work a mix of weekdays and weekends during the event. There may be times where you could be asked to take on additional shifts, at short notice, due to operational needs. Standard weekly hours will be 37.5hrs.
Duties will include
- Working closely with the contact centre project team, oversee the day-to-day management of contact centre team members
- Manage work allocation and reporting to ensure that all enquiries are managed within service levels
- Respond to escalated telephone and enquiries from the national contact centre
- Operate professionally using the organisations training, resources and procedures provided
- Make outbound telephone calls to stakeholders
- Escalate complex issues as required
Our ideal candidate
You will come exceptional customer service skills within a complex environment, demonstrating resilience and calm when dealing with complaints or challenging situations. You’ll possess strong research and analytical skills and can communicate policies, legislation and reasonably complex matters to a wide range of users.
You’ll be able to demonstrate
- 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.
- Exercises judgement to solve problems while adhering to guidelines, escalates issues appropriately
- Analytical abilities with the ability to obtain accurate conclusions and apply innovative initiatives to address any issues that arise during the event.
- Demonstrated ability to coach and mentor staff, encouraging team improvement and promoting professionalism.
- Knowledge and experiencing using Microsoft Office and other computer-based applications.
Application Requirements
- Must be an Australian Citizen.
- Must hold a current Police Check within the last 90 days or be willing to obtain one.
How to apply
If this role is of interest to you, APPLY NOW, with your current resume in MS Word format.
Due to the expected high volume of applications, only suitable applicants will be contacted.
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.
