Response Officer

Delivering good energy starts from within

It's an exciting time to join Origin. Creating a great place to work means together we're progressing our ambition to lead the energy transition through cleaner energy and customer solutions. We're always looking for better ways to deliver for our customers – and for our people.

About the role

This is a unique opportunity to join our National Response Centre business working onsite in our premium grade CBD Bourke St office on an initial six month contract.

As a Response Officer, you'll be working in a dynamic, fast paced, ever-changing environment, where you will be responsible for delivering an exceptional response experience providing critical services to the communities in which our valued customers operate across several industries, including but not limited to, Water and Energy providers.

To be successful in the Response Officer role, you'll need demonstrated experience with using multiple computer systems at any given time, have clear and effective communication skills with high proficiency in data collection and recording, and possess the ability to remain calm and composed under pressure. Successful applicants will thrive and be comfortable in a response centre environment where the shift is dedicated to responding to a range of fault, emergency and safety calls and associated dispatch functions.

This role cross skills across all functions within a response environment and therefore suits those able to adjust and pivot from task to task, call to call to deliver a quality response meeting rigid response timeframes and regulatory and compliance obligations.

Some of your day to day duties will include but are not limited to:

1. Accurately and timely capture of call related information, entering all information received into relevant systems for use by a Dispatcher.
2. Processing updates and further information regarding an event status.
3. Managing a range of customer enquiries relating but not limited to inbound safety and welfare monitoring service calls, emergency, non-emergency, and fault calls.
4. Providing an excellent customer experience.
5. Dispatching of service orders within regulatory and contractual timeframes, providing notification to the Senior Response Officer if this performance measure is at risk of being breached.
6. Notifying the Senior Response Officer immediately of any incident which has the potential to escalate.

What you'll bring

1. Ability to facilitate a rotating roster comprising of 8-hour shifts that can be rostered in a span of hours between 6am through to midnight Monday to Sunday including Public Holidays for a 38-hour week.
2. You'll need to be a self-motivated, flexible, proactive problem solver who can also work under instruction.
3. Able to work and thrive in a fast-paced inbound emergency response centre that is constantly changing and staying calm under pressure.
4. Maturity and discipline to deliver consistent quality results across all facets of engagement.
5. Personal qualities such as dedication, resilience, caring empathetic and solution orientated mindset.
6. Positive 'can do' approach to all that you do.
7. Strong written and verbal communication skills, with the ability to obtain and relay information correctly.
8. High competency working with computers across multiple CRM applications and standard Microsoft suite of products simultaneously and interchangeably at any given time.
9. High attention to detail and ability to follow and adhere to processes and operating procedures.
10. Ability to adjust to constantly changing environment.
11. Accountability for own performance, development, and contribution in a professional work environment.
12. Experience in dispatching of emergency field resources desirable but not essential.

Benefits and Perks

1. Receive the best training in the business and ongoing career development opportunities.
2. Training and development - access to LinkedIn learning, a Learning Hub and a Leading Our People program for all people leaders.
3. Leading parental support - 20 weeks paid leave for primary carers and access to a Working Parents platform through our partner, Grace Papers.
4. Volunteer leave - paid volunteer leave, opportunities to give back through the Origin Foundation.
5. Cultural leave - additional paid leave days for our Indigenous employees to balance and meet their cultural obligations.
6. Energy discounts across a range of products.
7. Supportive leadership.
8. A comprehensive Care and Assurance Plan.
9. Access to our Employee Share Plan.
10. Recognition and reward for the value you bring to the business.

Origin - Where good change happens

At Origin, we're powered by people who believe in creating change.

We are committed to fostering a diverse, gender equitable workforce, where everyone is welcome, and all applications are evaluated on merit and potential. We encourage applications from Aboriginal and Torres Strait Islander Peoples, people living with disabilities, culturally diverse people, any stage in life, people with intersex variations and people within LGBTQ+ communities, including trans and gender diverse.

Enjoy a challenging career in an exciting industry where you can grow and explore your potential. If you think you have transferable skills, an appetite to learn and would be a great fit, we'd love to hear from you.

Background checks may be required to determine your suitability for this position as part of the recruitment process and during your employment. These checks may include police checks, AusCheck, medical assessment and/or drug and alcohol testing.

Please note unsolicited CVs from agencies will not be accepted.

Origin recognises Aboriginal and Torres Strait Islander Peoples as the Traditional Custodians of country throughout Australia, and we pay our respects to Elders past, present and future.