APS4 Call Centre Senior Support Officer

About us:

Our client, a large federal government organisation based in Canberra, is seeking Call Centre Senior Support Officers to join their team. An opportunity to be part of a significant project that will have a substantial impact on the Australian community.

As the Senior Support Officer, you will, under direction from supervisors, support the contact centre escalation cell, to action escalated enquiries and other referred matters. The 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.

What you'll do:

As the Senior Support Officer you will -

• Working closely with Supervisors to support escalation cell staff
• Ensure policy and knowledge articles inform responses and procedures are followed at all times to ensure consistency.

• Respond to escalated telephone and enquiries from the national contact centre
• Operate professionally using training, resources and procedures provided
• Make outbound telephone calls to stakeholders
• Escalate complex issues as required
• Provide general administrative support

What you bring:

• 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.
• Exercises judgement to solve problems while adhering to a clear set of guidelines and rules, escalates issues appropriately
• Analytical abilities with the ability to obtain accurate conclusions and apply innovative initiatives to address any issues that arise.
• Knowledge and experiencing using Microsoft Office and other computer-based applications.
• Demonstrated personal integrity whilst achieving results within legislative, policy and budget parameters.
• Ability to represent in a professional manner and work effectively as part of a team to support the efficient delivery of a large event.

Desirable

• Experience working in a contact centre environment.

What sets this company apart:

This is an exciting opportunity to join a large federal government organisation based in Canberra. The organisation prides itself on its commitment to service design and human-centred outcomes. They offer long-term positions with opportunities for growth and development. Working here, you will be part of a high-performing team and have the chance to contribute to a large-scale project that will significantly impact the Australian community.

What's next:

Ready to make a significant impact? Apply Today by clicking on the link.

Please note that candidates will need to be an Australian Citizen and complete a national police check.

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.
To apply please click apply or call Lucille Kotze on 02 8289 3103 for a confidential discussion.