Call Centre Coordinator

6 months ago

Box Hill, Australia St Vincent de Paul Society Full time

**Do good. Share good. Join good**

**Join one of Victoria's Leading Not-for-Profits**

**Part-**Time (**Wednesday, Thursday & Friday) - Permanent Role**

**About Us**:
We are the St Vincent de Paul Society Victoria or, more fondly, Vinnies Victoria. For more than 165 years we have been providing practical and compassionate support to people across Victoria whose daily struggles can include putting food on the table, paying essential utilities and ensuring their children remain at school to obtain an education.

Under our Good Works umbrella we have many services and programs, including soup vans, education programs, home visitation programs and VincentCare Victoria (VCV), which assists some of Victoria’s most vulnerable communities, such as people experiencing homelessness, the housing crisis and family violence, and the elderly.

**About the Role**:
This is a unique opportunity for an individual with Call Centre experience to provide leadership and support to our busy inbound Call Centre based in our Central Office in Box Hill.

You will be a 'front line' operator - monitoring and handling client complains, training our volunteer team and liaising with our Conferences to provide the best outcome. Through your work, support members and volunteers to be effective in their responses as they deliver material aid to the most disadvantaged in our communities.

**Key Responsibilities include**:

- Managing Call Centre volunteers, providing assistance, guidance, support and training to ensure efficient Call Centre operations;
- Maintaining and delivering Welfare Call Centre information session and training packages for all new volunteers;
- Creating and maintaining volunteer rosters and briefing reports;
- Maintaining the Welfare Call Centre client database;
- Working collaboratively with Conference members to provide excellent and efficient service to those accessing welfare call centre support.

**About You**:
You are highly customer focused with demonstrated experience in a Call Centre environment. Your motivating and energetic presence will have you leading your team of volunteers through the most rewarding and challenging experiences by helping them understand the significant impact their work is doing for the community.

**More specifically you will have**:

- Previous experience within a Call Centre environment;
- An understanding of the welfare system, including making appropriate referrals for clients;
- Previous experience in leading a team;
- Ability to work independently, with strong organisational and time management skills, including setting priorities and working within deadlines;
- Excellent written and verbal communication skills and interpersonal skills;
- De-escalation training or experience in de-escalating calls/ situations;
- Adaptability & flexibility.

**In return we offer**:

- Good Flexibility - where you can do good work your way.
- Good People - where you can be a part of a supportive team.
- Good Growth - where you undertake an exciting journey and grow both personally and professionally.
- Good Ideas - where you can contribute to evolving and growing the community.
- Good Matters - where you can become a part of an organisation which advocates for change and restores people’s dignity.

**#Goodworks**

If this opportunity sounds perfect to you, we can’t wait to hear from you

Please send us your updated CV and a cover letter that tells us a little more about you and why you would be perfect for the role.

**Applications close: Thursday 10th August at 11:30pm**

**Eligibility**

To be eligible for this role, you will need to have a Working with Children Check (WWCC) and complete a national police check issued by SVDP - the organisation will cover the cost.

***_St Vincent de Paul Society Victoria is proactive in supporting child safety_**

**_ We value diversity and aim to build an inclusive environment that champions, embraces and respects differences._

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