AddressThe Contact Team is seeking enthusiastic and empathic individuals to join our newly established
Perth office.
The Contact Team is responsible for conducting inbound and outbound calls, delivering updates and application outcomes to survivors and their nominees, and the redirection of call enquires to relevant sections for appropriate response.
Leading a team of dedicated Contact Officers, you will focus on managing workload and team performance. Ensuring quality outcomes while being aware of the importance of promoting a healthy workplace will be key for success in this role.
You will provide on-the-job training and development for the team drawing on your key communication skills.
Each day is different dealing with individual applications and applicants. It will be critical for you to create a culture that is empathetic and professional to deliver the outcomes of the Scheme.
This role is leading a team that makes a positive difference in the lives of people submitting an application for Redress.
All successful applicants will be placed into a merit pool and offers will be made as vacancies become available.
The key duties of the position include
- apply the National Redress Scheme for Institutional Child Sexual Abuse Act 2018 and relevant policies, procedures and guidelines while proactively identifying, documenting and escalating issues and risks in a high profile, high risk, and complex environment
- effectively manage and prioritise workloads for self and others while maintaining a high level of accuracy and attention to detail
- prepare clear, concise and comprehensive reports or other written advice within tight timeframes being mindful of sensitive subject matter
- assist in supporting and building the capability of Scheme staff in their communications with applicants and management of risk and vulnerable applicants
- work collaboratively within a diverse environment with a range of internal and external stakeholders
- contribute to the development and implementation of continuous improvement in processes and procedures.
Please review the job pack for the full position description.
