Address
Form of workWe are an independent, non-profit organisation dedicated to ensuring sexual and reproductive health services are equally accessible to all people living in Australia. MSI Australia is the only national accredited provider of abortion, contraception and vasectomy services, and the country’s longest running provider of tele-abortion. We have a client-centred approach empowering our purpose of your choice, made easier.
MSI Australia operates a network of 10 clinics, a national telemedicine service providing comprehensive termination of pregnancy, vasectomy services from 25 locations and national family planning support. Our clinics and telemedicine services provide support for over 25,000 clients per year.
Our holistic, client-centred approach empowers individuals to control their reproductive health safely, and with dignity, regardless of their circumstances. Through active partnerships with healthcare providers, researchers and communities, our models of care ensure the total wellbeing of our clients is supported at every stage.
Location: National Contact Centre, Richmond (Office-based role).
Reports to: National Contact Centre Operations Manager and Supervisor
The role: We are looking for client-focused Contact Centre Agents to join the MSI Australia team based out of our support office located in Richmond. The role can be tailored to shorter shifts within school hours and could therefore be suitable for parents wanting to return to work.
Our ideal candidate: You want to make a difference and aspire to help others through your work. Your passion lies in championing women and pregnant people’s rights whilst de-stigmatising abortion, sexual and reproductive health. You are a people person and love to support clients/stakeholders all day. Your previous retail or call centre experience paired with an ability to learn and adapt to new technologies and change will set you up for success in this role.
Main responsibilities:
- Responding to a high volume of inbound online bookings, enquiries and feedback using a number of communication forums (e.g. phone, email, and digital channels) in a timely, professional and efficient manner,
- Attending to inbound and outbound calls and relevant administrative activities required to support clients,
- Maintain accurate client records across respective databases within the organisation with high attention to detail,
- Assist with the prioritisation of tasks with other team members to meet daily KPIs,
- Keep up to date with what’s happening within MSI-Australia and respond positively to ongoing organisational updates and changes.
- Pro-choice and champion of women and pregnant people’s rights
- Passionate about de-stigmatising abortion, sexual and reproductive health
- Fantastic customer service skills and experience
- Exceptional verbal and written communication skills
- Professional telephone manner
- Confidence using MS Office and database management systems
- Ability to work autonomously and within a team environment
- An understanding of the importance of confidentiality
- Ability to work to targets and KPI's
- Role paid at rate above Health Professionals and Support Services Award (classified as Support Services Level 1 - 3): $25.65,
- Rate progression after 12 months,
- Non for profit salary packaging: a portion of salary can be used to pay for expenses before income tax, saving you potentially thousands,
- Supportive Employee Assistance Program.
In addition to the above, we also ask our staff work understand and demonstrated our goals, mission, values:
Our Goal The Prevention of Unwanted Births
Our Mission Children by Choice not Chance
Our Values Integrity, Agency, Safety, Quality, Courage
Our Purpose Your choice, made easier
Our Behaviour Statements
“We care for our clients and each other with compassion, and as individuals, with their own diverse, physical, emotional, social and cultural needs.
“We conduct our work in an honest, just and sincere manner. We care and deliver through our words and actions.”
“We respect each other for who we are and we all create space for trust, safety and wellbeing”.
Application Support:
Person and community centred healthcare involves cultural safety, a diverse workforce and multidisciplinary skills. We welcome applications from Aboriginal and Torres Strait Islander backgrounds, people of migrant and refugee backgrounds, people with disability and LGBTIQ+ people. If you require any support or adjustments with the application process, please contact: ***********@msiaustralia.org.au
