Customer Service Officer

Employment Type: 1 x Permanent Full Time and 1 x Permanent Part Time
Position Classification: Administration Officer Level 3
Remuneration: $62,525.58 - $64,583.50 per annum / $31.53 - $32.57 per hour
Hours Per Week: 38 / 20
Requisition ID: REQ360070
Location: Cumberland Hospital

Where you'll be working

Western Sydney Local Health District (WSLHD) is responsible for providing primary and secondary health care for people living in the Auburn, Blacktown, and The Hills Shire, Holroyd and Parramatta Local Government Areas (LGAs) and tertiary care to residents of the Greater Western Region. We are committed to our vision of 'better health services for the people of western Sydney and beyond' and to the delivery of health care or related services in line with our core values of collaboration, openness, respect and empowerment.

What you'll be doing

This position plays a key role in providing high level of customer service to all users of WSLHD Health Care Interpreter Service (HCIS) by enabling fast processing of all requests for interpreters received via phone or email in a busy Call Centre. This is a crucial clinical support role as the prompt access to HCIS Call Centre enables timely delivery of interpreter services to non-English speaking patients and the Deaf clients, and their treating health care providers.

People with disabilities who meet the selection criteria are encouraged to apply; and where required, WSLHD will implement reasonable adjustment consistent with industry standard.

Stepping Up aims to assist Aboriginal job applicants by providing information about applying for roles in NSW Health organisations. For more information, please visit Aboriginal and/or Torres Strait Islander people are encouraged to apply.

Please note: To be eligible for permanent appointment to a position in NSW Health, you must have an Australian citizenship or permanent Australian residency.

Selection Criteria: * Previous experience in the call centre environment with high volume of inbound calls as well as some outbound calls.

• Demonstrated high level customer service and interpersonal skills including positive attitude under pressure, pleasant voice, ability to build rapport fast and provide service to client’s satisfaction at all times.
• Demonstrated sound oral and written communication skills including very good listening and negotiating skills; ability to communicate with a range of stakeholders at different levels both verbally and through electronic correspondence. Ability to maintain accurate written records;
• Sound administrative and organisational skills with an ability to effectively set priorities, meet deadlines, demonstrate flexibility, show initiative, adopt changes and demonstrate strong attention to detail. Demonstrate sound problem solving and decision making skills.
• Demonstrated understanding of personality differences and ability to manage challenging conversations.
• Demonstrated sensitivity to cultural diversity of NSW health clients and their specific needs, including the needs of the Deaf clients; strong focus on clients’ confidentiality.
• Ability to work both independently and as a team member.
• Sound computer skills including data entry and word processing, using Microsoft Office or similar software packages. Ability to adopt a complex in-house booking system.

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For role related queries or questions contact Ailene Valencia-Lim on Ailene.Valencia-Lim@health.nsw.gov.au

Applications Close: 7th December 2022