Job description
- Permanent Contact Centre Officer Roles - Newcastle (January Start)
- Salary: $65K-$75K + Super + Benefits
- Operating Hours: 8:00 am - 6:00 pm (Rotating Shifts) – 7.5 hours per day
- Career progression
As a Contact Centre Officer, you will be pivotal in delivering exceptional customer service, handling both inbound and outbound communications, and responding to general advice inquiries, complaints, and follow-ups.
This is an excellent opportunity for someone who enjoys making a positive impact on customers, especially those who may be in vulnerable situations.
Key Responsibilities:
- Handle general advice inquiries, providing first-call resolution where possible.
- Demonstrate problem-solving skills, utilizing your knowledge of the superannuation industry and relevant legislation.
- Manage proactive outbound calls and follow-up communications.
- Respond to member inquiries in a timely, professional manner, showing empathy and understanding.
- Maintain accurate member details and ensure compliance with fund and regulatory requirements.
- Contribute to continuous improvement and a positive team culture.
- Achieve KPIs, SLAs, and service targets.
- Provide support for ad-hoc projects, UAT testing, and agent inquiries.
- Participate in ongoing training and development to build knowledge and skills.
- Excellent communication skills (verbal and written).
- Strong attention to detail and ability to multitask.
- Ability to work independently and collaboratively within a team.
- Experience in providing exceptional customer service, especially in conflict resolution.
- Proficiency in Word, Outlook, and Excel.
- Previous experience in outbound contact centre roles and knowledge of the superannuation/financial services industry.
- RG 146 compliance (or willingness to study for it).
- Willingness to work onsite for a minimum of two days per week, with initial training onsite five days per week.
- A diverse and inclusive workplace where all backgrounds are welcome.
- A chance to contribute to shaping the future of financial services and healthcare.
You must be an Australian Citizen or Permanent Resident to be eligible for this role. Must be able to obtain a national police check.
If you are interested in this role, please do APPLY NOW with your resume and expression of interest in MS Word format or call Amy on 02 9200 3671 for more information.
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.
