Contact Centre Agent

6 months ago

Melbourne, Australia MSI Australia Full time

A supportive team that is passionate about their work and values
- Full training provided and further development opportunities available
- Casual and Fixed-Term positions available

**_About us:_**

Our Vision: Your body, Your choice, Your future

We are Australia’s leading, specialised, non-profit advocate and provider of abortion and contraception services. We are a significant provider of clinical and support services across Australia. We are also an advocacy organisation, we work on policy and legislative change, we provide information to the public, we support people through counselling and mental health awareness and services, and we work to reduce the stigma, discrimination and stress related to access to abortion care and contraception. We work to give people reproductive choices.

MSI Australia operates a network of 10 clinics, a national telemedicine service providing comprehensive termination of pregnancy, vasectomy services from 25 locations and national family planning support. Our clinics and telemedicine services provide support for over 25,000 clients per year.

**Location**: National Contact Centre, Richmond (Office-based role).

**Reports to**:National Contact Centre Manager and Supervisor

**The role**:We are looking for client-focused Contact Centre Agents to join the MSI Australia team based out of our support office located in Richmond. The role can be tailored to shorter shifts within school hours and could therefore be suitable for parents wanting to return to work.

**Main responsibilities**:

- Attending to inbound and outbound calls and relevant administrative activities required to support clients,
- Maintain accurate client records across respective databases within the organisation with high attention to detail,
- Assist with the prioritisation of tasks with other team members to meet daily KPIs,
- Keep up to date with what’s happening within MSI-Australia and respond positively to ongoing organisational updates and changes.

**Your profile**:

- Pro-choice and champion of women and pregnant people’s rights
- Passionate about de-stigmatising abortion, sexual and reproductive health
- Fantastic customer service skills and experience
- Exceptional verbal and written communication skills
- Professional telephone manner
- Confidence using MS Office and database management systems
- Ability to work autonomously and within a team environment
- An understanding of the importance of confidentiality
- Ability to work to targets and KPI's

**Our benefits**:

- Role paid at rate above Health Professionals and Support Services Award (classified as Support Services Level 1 - 3): $25.65,
- Rate progression after 12 months,
- Non for profit salary packaging: a portion of salary can be used to pay for expenses before income tax, saving you potentially thousands,
- Supportive Employee Assistance Program.

**Our Goals, Missions, Values, Purpose, Behaviour Statements**
In addition to the above, we also ask our staff work understand and demonstrated our goals, mission, values:
**Our Goal** The Prevention of Unwanted Births

**Our Mission** Children by Choice not Chance

**Our Values** Integrity, Agency, Safety, Quality, Courage

**Our Purpose** Your choice, made easier

**Values and Behaviours**
In this role, you will:

- Understand and comply with the Code of Conduct and Behaviour Policy for employees and all relevant MSI policies and procedures.
- Demonstrate commitment to organisational values and behaviours at all times.

MSI Australia develops, maintains and rewards a culture of personal and professional accountability for desired behaviours which include:
Care & Compassion - We care for our people, clients, communities and each other and recognise that people have their own diverse, physical, emotional, social and cultural needs. We always act with compassion and kindness. We conduct our work with honesty and integrity.

Trust & Safety - We prioritise both the physical and mental well-being of our people, clients, communities and each other. Our words, actions, communications and workplaces are free from judgment and discrimination. We value accountability and know that we build trust with our clients and communities through all staff being accountable for their performance.

Partner & Collaborator - We value partnership and teamwork and believe we are better together. We seek to collaborate with other organisations where our vision and values align. Our language, communication and actions focus on collaboration and cooperation rather than competition or conflict.

**Application Support**:

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