Address
Form of workCTST is a vibrant and growing not-for-profit charitable community organisation whose vision is that everyone has access to community transport. We specialise in providing reliable, high quality and safe transport to older people and people with a condition preventing them from undertaking daily activities.
CTST’s impact is delivered via a workforce of over 350 passionate people, with the majority being volunteers, over 90 vehicles, modern and sophisticated systems, great attitudes, and most importantly, we are consumer directed.
At CTST, we value diversity and promote a workplace culture that is committed to driving innovation, collaboration, professionalism, and respect.
About the Roles
Reporting to the Senior Coordinator Passenger Services, the successful candidate/s will be required to work part-time shifts Monday to Friday and shifts may be scheduled between the span hours of 6.00 am – 6.000 pm. The role is classified at Level 2 of the Social Community Home Care and Disability Services Award 2010 (SCHADS) with the benefit of salary sacrifice options.
CTST’s Passenger ServicesCall Centre is an inbound call-centre operation. While efficiency is always important, our primary focus on the quality interaction with our passengers to deliver an exceptional customer experience.
Key requirements of the positions will be a combination of the following:
- Provide exceptional levels of customer service and support to all internal and external stakeholders, including drivers and passengers
- Manage inbound and outbound calls, passenger bookings and payment procedures, and respond to messages in a friendly and professional manner
- Ensure accurate and timely data entry and comprehensive documentation to support the provision of reliable transport for consumers
- Ensure service is delivered in line with CTST policies and procedures and legislative requirements
About You
We're looking for reliable, punctual, customer-focused and enthusiastic people to join our team. If you have the following skills, we'd like to hear from you:
- A strong and confident communicator who can genuinely engage with our consumers to meet their needs with empathy and understanding whilst balancing their expectations/requests and our service parameters
- Calm, professional manner with a can-do attitude under pressure to effectively operate in a high-volume Call Centre environment
- Active and effective team member who works closely with other team members and business areas to ensure seamless collaboration in servicing our consumers
- High levels of personal resilience with the ability to manage repetitive and sometimes complex requests through to resolution
- Able to complete accurate and detailed consumer notes into CTST's CRM with a strong attention to detail
- Demonstrated competence in the use of Microsoft Office, web-based systems and CRM databases
- Prior demonstrated experience in customer service and/or Call Centre position
- Previous experience in the aged care sector or another environment that faces complex legislative changes is an advantage
All CTST employees must:
- hold a current driver’s licence
- have a Working with Vulnerable Persons Card (or be willing to obtain)
- have a current National Police Check (or be willing to obtain)
To Apply
To obtain a copy of the position description, please visit our website at www.ctst.org.au/work-with-us
Applications should be made via Seek and must include a current resume and cover letter detailing your experience relative to the position.
If you have any enquiries about the position, please contact ***************@ctst.org.au
Interviews may commence at any time.
We look forward to hearing from you!
CTST is committed to Equality, Diversity and Inclusivity where everyone is welcomed and supported!
