We are seeking an APS5 Contact Officer for a Federal Government department. The position is located in Wagga Wagga NSW. This contract is up to 12 months with an annual salary which includes paid leave and 15.4% superannuation.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
- 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.