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Critical Incident Officer
3 weeks ago
Join a dynamic team that delivers exceptional response experiences
We're creating a great place to work at Origin, where we're progressing our ambition to lead the energy transition through cleaner energy and customer solutions.
About the RoleThis is an exciting opportunity to join our National Response Centre business, working onsite in a premium grade CBD office on a six-month contract.
As a Critical Incident Officer, you'll be working in a fast-paced environment, delivering critical services to communities across various industries.
To be successful, you'll need demonstrated experience using multiple computer systems, clear communication skills, and high proficiency in data collection and recording. You should also possess the ability to remain calm and composed under pressure.
This role requires flexibility and adaptability, as you'll cross skills across all functions within a response environment, adjusting and pivoting from task to task to deliver a quality response meeting rigid timeframes and regulatory obligations.
Your Key Responsibilities
- Accurately capture call-related information and enter it into relevant systems for use by dispatchers.
- Process updates and further information regarding event status.
- Manage customer enquiries relating to inbound safety and welfare monitoring service calls, emergency, non-emergency, and fault calls.
- Provide excellent customer experiences.
- Dispatch service orders within regulatory and contractual timeframes, notifying senior response officers of performance risks.
- Notify senior response officers immediately of incidents with potential to escalate.
What We're Looking For
- You'll facilitate a rotating roster comprising 8-hour shifts, Monday to Sunday, including public holidays, for a 38-hour week.
- You'll need to be self-motivated, flexible, and proactive, with the ability to work under instruction.
- You'll thrive in a fast-paced inbound emergency response centre, staying calm under pressure.
- You'll demonstrate maturity and discipline to deliver consistent quality results.
- You'll have personal qualities such as dedication, resilience, care, empathy, and a solution-oriented mindset.
- You'll have a positive 'can-do' approach and strong written and verbal communication skills.
- You'll have high competency working with computers across multiple CRM applications and standard Microsoft products simultaneously.
- You'll have a high attention to detail and ability to follow processes and operating procedures.
- You'll be accountable for your own performance, development, and contribution in a professional work environment.
About Us
We're powered by people who believe in creating change. We're committed to fostering a diverse 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, and those from the LGBTQ+ community.
