Contact Centre Operator

As one of the Australia's largest providers of human resources solutions, Chandler Macleod has a proven track record of unleashing potential in people and companies. For over 40 years Chandler Macleod's recruitment business has connected leading-edge projects and employers with outstanding business professionals.

Our Federal Government client is seeking to engage a Contact Centre Operator on a contract for 12 months with potential extension.

The Communications and Contact Centre section supports the agency's outcomes by adding value to, and enabling, business activities through the provision of specialist communications advice and services, stakeholder engagement and education, and effectively and efficiently managing internal and external communications channels, including the Contact Centre.

We are focussed on client experience and engagement, using a range of digital and traditional communication approaches. We work closely with our business stakeholders to provide big picture, strategic direction to drive and deliver on agency outcomes.

The section:

• manages all internal and external communications for the agency
• provides support, advice and deliver effective strategies, tools and products to engage our clients, stakeholders, staff and members of the public, and
• is the first point of contact for clients seeking information across all schemes administered by the agency.

Duties:

• Provide a first point of contact for clients and internal stakeholders via telephone, email, or face to face
• Provide clients with initial information and advice for department schemes and where necessary refer enquiries to specialist business areas and subject matter experts
• Understand relevant legislation and policy frameworks and draft replies to straightforward enquiries, analyse basic data and prepare associated reports and correspondence as required
• Capture and record client interactions to support department schemes programs and project objectives
• For schemes administered by department, provide advice and education to clients and internal stakeholders in line with legislation and policy
• Have accountability for the completion of allocated tasks, making decisions within defined parameters relating to the area of responsibility, and review of work for peers
• Have responsibility for planning own work goals and priorities that align with and achieve own and team outcomes.

Qualifications/experience:

Advanced verbal and written communication skills to explain complex information and legislation to a variety of stakeholders. Experience working in a public sector office environment particularly in processing and general administration areas plus dealing with high volume telephone enquiries would be highly regarded.

The following demonstrated experiences are highly desirable:

• Strong communication skills, written and oral, and the ability to tailor communication style to suit target audience
• Ability to work flexibly in an changing environment
• Strong time management skills including the ability to deal with short timeframes and periods of peak demand
• Proven ability to deal with and manage difficult correspondence over the phone and via email

A Certificate III in Contact Centre or equivalent experience would be highly regarded, but is not essential.

An understanding of the Government's renewable energy policies and programs would also be highly regarded, but not essential.

Security Requirement

• This position is a security-assessed position. The successful applicant will be required to hold, or be able to obtain, a Baseline security clearance.
• All applicants must be Australian citizens

If you feel you are a suitable candidate submit your application by hitting "Apply for this job". One of our consultant will reach out. Alternatively, you can call Leanne Porter on 02 6268 9926 or email Leanne.Porter@chandlermacleod.com for further discussion.