APS5 Contact Officer

We are seeking an APS5 Contact Officer for a Federal Government department. The position is a non-ongoing contract until May 2024 with a possible 12 month extension, including a salary + 15.4% super, located in Wagga Wagga NSW.
 
The Scheme is a high priority for Government and the department, with the ongoing commitment to the success of the Scheme and developing high performing staff who provide empathetic, survivor focused, trauma informed access to applicants of the Scheme.
 
The APS5 Contact Officers respond to a range of enquiries coming into the Scheme 1800 line by applicants, their nominees and survivors who may not have submitted an application yet. They are also responsible for making outbound calls to applicants or their nominees to confirm receipt of applications or to seek additional information. Clear, articulate and concise communication skills are essential, as is the ability to communicate through the application of trauma informed principles.
 
The key duties of the position include:

• Provide inbound/ outbound telephony support to applicants, their nominees and other callers to the NRS 1800 number
• Resolve routine and non-routine enquiries; where necessary collaborating with other teams within the Scheme
• Resolve routine and non-routine complaints; where necessary escalating complex complaints and/or systemic issues
• Assist callers to access, navigate or interpret services across a range of programs and services
• Contribute new ideas, including the identification of national and local business efficiency improvements for service delivery, with a focus on preventing re-work and implementing change in the workplace

Skills & Experience:

• Excellent verbal and written communication
• Demonstrated experience in delivering key messages using clear, concise and considered communication
• Understanding of trauma informed principles and importance of providing a high level service
• Understanding of the role and responsibilities of the Scheme and the programs and services provided
• Values diversity and has a strong cultural awareness
• Ability to use relevant business systems and tools to undertake tasks efficiently and with attention to detail
• Demonstrated knowledge and experience in the nature and impact of child sexual abuse and in particular institutional child sexual abuse
• Attention to detail, assisting and providing advice on quality assurance processes and complex complaints within the team
• Use organisational and time management skills, including the ability to cope with high volumes of work, meeting critical deadlines while handling sensitive issues using appropriate judgement
• Research, critically analyse and evaluate trauma informed documentation.

Working for the Redress Group you will be joining a team that has a unique common purpose, who are committed to making a difference. There are opportunities to provide suggestions on improvements and draw on your problem solving skills. Within the Group, you will have broad exposure to a range of communication, policy, program and data skills that will provide you with ongoing career development. There is a comprehensive, well-established training and development program. You will be supported with individual performance and training plans, wellbeing plans and unlimited access to wellbeing support.

Applicants are required to hold Australian Citizenship at time of application and hold a Baseline security clearance. Candidates who do not currently hold a Baseline must be able to obtain and maintain this level of clearance.
 
If you are interested in this role, please APPLY NOW or call Jane Rippingale at DFP Recruitment on (02) 6162 7*** or email ***********@dfp.com.au for further information.

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 ***********@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.