Contact Centre Knowledge Coordinator

1 week ago

Canberra, ACT, Australia Australian Government Clean Energy Regulator Full time
Canberra Based

  • Ongoing
  • Corporate Branch

About the Section:


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.

Role responsibilities and duties:

  • Build and maintain relationships with representatives from various business areas within the agency.
  • Monitor daily enquiry reports to detect trends and inform the need for new or updated resources.
  • Maintain the Contact Centre's Knowledge Bank (SharePoint site); this includes publishing content and accessing analytics.
  • Liaise with the Digital Services Branch to investigate and implement enhanced technology solutions.
  • Write and update Contact Centre standard operating procedures and guidelines.
  • Work closely with the Senior Contact Centre Operator regarding currency of scripts and daytoday maintenance of the Knowledge Bank.

Qualifications/experience:

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,
  • Experience in training and supporting new team members,
  • Networking and relationship building skills,
  • Ability to deal with and meet deadlines during periods of peak demand,
  • Ability to use Microsoft SharePoint, and
**Applications will close 11:30pm (AEDT), 23/04/2023

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