Contact Centre Officers

1 week ago

Geelong, Australia Australian Bureau of Statistics Full time

APS2: $56,776 - $64,018 (plus 15.4% super)
- location: Geelong
- permanent and temporary positions; full-time or part-time hours (flexible working arrangements)

The Australian Bureau of Statistics (ABS) is looking to recruit numerous permanent (ongoing) and temporary (non-ongoing) **Contact Centre Officers**, all with the opportunity to work full time or part-time hours in the Client Engagement and Despatch Unit (CEDU) of the ABS.

**_Have questions? _**Attend the virtual Ask Me Anything session on Wednesday 3rd July 2024 from 11am to 12pm AEST, where we can answer any questions you have. You can join the Ask Me Anything session here.

**About the area and role**

Our Contact Officers perform various tasks across the CEDU work program, but predominately provide support to ABS data providers through inbound and outbound phone calls.

Contact Officers work rostered hours. The bandwidth in which rostered work will be undertaken is 7:00 a.m. to 7:00 p.m., Monday to Friday. The ordinary hours of work for a full-time Contact Officer is 7 hours and 25 minutes.

The ABS seeks to balance operational requirements with flexibility for staff, and in doing so provides rosters in advance and endeavours to meet shift preferences where possible.

Due to being a national contact centre, at times where there are clear operational requirements, there will be additional hours available to work overtime. Work will be considered overtime where it is performed outside the normal rostered hours on that day, in excess of weekly ordinary hours or on weekends and public holidays.

The Geelong Contact Centre operates in a flexible, hybrid work environment. Following induction and training, Contact Centre Officers will have the option of working from home for parts of their working week in accordance with the ABS’ teleworking guidelines.

**What we are looking for (selection criteria)**

To be suitable you should have most or all of the following skills, qualities and experience:

- Developed verbal and written communication skills, including the ability to respond to enquiries, obtain and provide information in a clear and concise manner.
- Excellent client engagement skills, including the ability to solve minor problems and obtain cooperation to comply with requirements whilst maintaining effective relationships.
- Ability to complete a variety of allocated tasks within required timeframes with a high level of accuracy and compliance with set procedures.
- Ability to work and contribute to a team environment, supporting other colleagues with technical or procedural issues, whilst managing your own work priorities often to tight deadlines.
- Developed proficiency with IT systems and software, including the ability to work across multiple systems at once.

Also desirable are:

- experience in a fast-paced call-centre environment
- other experience in related customer service fields.

**How to apply**

You will need to upload your current resume, provide current referee details and respond to the following:
**Using no more than 350 words**, please provide an example where you were able to resolve an issue for a client or customer to gain their cooperation to produce a successful outcome.

In your answer, please consider the relevant skills and qualities outlined in the selection criteria.

**Important**:responses of fewer than 150 words will not be considered.

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