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POSTED 16th May, 2019 REF NO. BBBH9109
APS5/6 Call Centre Operators
As a result of the roll-out of a topical and new way of delivering disability services, a Federal Government Department has established a Quality and Safeguards Commission. The Commission will be the dedicated regulator of a key care delivery service in Australia, and key functions of the Commission include registration and regulation of care providers, investigation and enforcement action; responding to complaints and reportable incidents including abuse and neglect of a person with disability; national policy setting for the screening of workers; national oversight and policy in relation to behaviour support and monitoring restrictive practices within the delivery of care.
An extremely rare opportunity exists to secure a Federal Government role based in the Western Sydney suburbs. Better yet, this is a newly established function of government so you will essentially be entering at the beginning of their journey. A very rare and long-term opportunity, this role will see you offered an initial 1 year contract with an extension available for a further 12 months beyond that. Aside from attractive conditions, this role genuinely plays a critical role in ensuring that only the highest standards of disability care are delivered and gives back to the Australian community.
This newly established Contact Centre will be the first point of contact for a variety of stakeholder groups, including service participants, their families and service providers. The Contact Centre is a Head Office function and calls to the Centre will come from around Australia. The Contact Centre must respond to callers who may be seeking information about provider registration, worker screening, making or following up on a complaint, a reportable incident or a restrictive practice, or making general enquiries. This includes:
- Leading a small team of approximately 5 contact centre staff (At the APS6 level)
- Leading a culture of high performance regarding identifying callers’ needs, clarifying information, assessing issues, and providing solutions and/or alternatives Meeting KPI’s with respect to call volumes, wait times, customer satisfaction and contact resolution
- identifying and escalating issues requiring urgent attention or specialist expertise
- Identifying recurring issues, problems and questions, and working with colleagues to address
Our ideal candidate will have a positive contemporary attitude to people with disability and be able to work highly collaboratively in this newly formed team. In addition, you will have demonstrated contact centre experience, preferably in an APS context and at a management level. In addition, you will need:
- Demonstrated experience working in a contact centre -insurance, health, NSW Gov’t etc.
- Sound leadership skills, including coaching, mentoring and motivating staff
- Strong customer service skills, including the ability to demonstrate empathy, resilience, patience and courtesy, build rapport, and problem-solve
- Highly effective verbal communication skills with a focus on active listening
- The ability to manage and analyse large volumes of data
- Preparing forecasts for call and non-call workloads
- Proposing and monitoring effective shift patterns
- Well-developed IT proficiency, including experience in using a CRM system or similar
- Being highly organised, having the ability to multi-task and to set priorities
- To be considered, you must be an Australian Citizen and be eligible to obtain a Baseline security clearance.
An hourly rate of $45 – $58 per hour + 9.5% super will be offered to the successful candidate, though this is negotiable depending on experience. **Please note, this rate includes casual leave loading in lieu of annual and sick leave.
To apply online, please click on the appropriate link. Alternatively, for a confidential discussion, please contact Sarah Tamasi on (02) 6108 4878 or , quoting Ref No. 9109