Contact Centre Officer

6 months ago

Sydney, Australia NSW Government -Elections Full time

**_Permanent full-time position with attractive salary _**:

- **_Supportive and collaborative team environment _**:

- **_Help deliver a democratic process in the state of New South Wales and make a real impact_**

**About the Role**

The Contact Centre Officer supports the Contact Centre Lead to coordinate and implement contact centre operations across multiple electoral processes in order to meet customer and business requirements. This includes training and supervising call centre staff, as well as collaborating with a diverse range of SMEs across the agency to seek input, improve effectiveness, escalate issues, and maintain performance standards and integrity of the election process and NSWEC reputation.

The role is Ongoing full-time position.

**About the NSW Electoral Commission**

The New South Wales Electoral Commission delivers trusted and independent systems, processes, oversight and engagement that support democracy in New South Wales. Our vision is to maintain confidence in the integrity of the democratic process and make it easy for people to understand and participate.

Our work includes:

- Running elections;
- Communicating and engaging with the public and our stakeholders; and
- Investigating possible offences and enforcing electoral laws such as the Electoral Act 2017 and the Electoral Funding Act 2018

**What we offer**
- Opportunity to work on large scale events and assist your local community
- Career development opportunities
- Employee Assistance Program
- Work/Life balance (35 hour working week)
- Access to Fitness Passport for eligible staff

**Key knowledge, experience and essential requirements**
- Demonstrated client focus and customer service experience in supporting and providing a first level response to public and client enquiries in a high-volume environment.
- Proven ability to communicate effectively with all levels of internal and external stakeholders.
- Sound organisation and time management skills with high levels of accuracy and attention to detail.
- Experience in writing reports and documents such as processes and procedures impacting the operations of the function/business unit.
- Politically neutral with no affiliation to political parties or lobbyists/campaigners.
- Satisfactory Criminal Record check result.

**How to apply**
- Tell us about a specific time when you had to support a staff member who was struggling with a difficult caller. What steps did you take to support this person? What lessons did you learn and implement following this example? (maximum 300 words)
- Why is reporting so important? What reporting have you conducted in your current role and why? (maximum 300 words)

You should include a covering letter summarising your skills, knowledge and work experience, along with an up-to-date resume which clearly detail your skills and experience as relevant to this role.

For further information regarding the role please download the Role Description

Applications received and completed after closing time will not be considered for selection.

The selection process will include a range of assessment techniques to assist in determining your suitability for the role.

**Other Information**

A talent pool may be created from this recruitment action for ongoing and temporary roles of the same work classification that may become available for filling over the next 18 months.

**This role is based 5 days a week at our Elizabeth Street, Sydney Office.

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