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Emergency Response Coordinator

2 months ago


Melbourne, Victoria, Australia Hudson Full time

Compensation: This pay rate includes a mandatory 25% casual loading.

We are looking for skilled Faults and Emergencies Officers to enhance our Customer Excellence division. This role presents an excellent opportunity to play a vital part in our commitment to providing outstanding customer service and ensuring the dependability of our water systems. You will be engaged in a fast-paced 24/7 operation, managing faults and emergencies with professionalism and efficiency.

Contract Duration: Expected to last 12 months.

Location: Frankston.

Hourly Compensation: Competitive rate plus superannuation.

Work Arrangement: Primarily remote work, with only one mandatory office day each month. The initial 6-8 weeks will require full-time office attendance for training and induction.

Key Responsibilities:

  • Customer Service Excellence: Provide exceptional service through various channels, ensuring all interactions align with our Customer Interaction and Quality Framework.
  • Fault Diagnosis and Job Management: Log, prioritize, and assign jobs to maintenance contractors promptly, ensuring swift action to uphold asset performance and customer satisfaction.
  • After Hours Support: Deliver critical support to external business clients, including monitoring alarms, managing escalations, and dispatching jobs.
  • Communication: Keep customers updated on service interruptions and provide timely information to mitigate impacts. Anticipate future needs and offer relevant advice.

Work Hours:

  • Part-Time: Anticipated minimum of 20 hours per week.
  • Shifts: Generally scheduled between 6:00 AM - 2:30 PM and 2:30 PM - 9:30 PM.
  • Training: Part-time training will occur from the start date for 6-8 weeks, transitioning to a hybrid work-from-home model thereafter.

Key Skills, Knowledge & Experience:

  • Customer Service: Extensive experience in delivering high-quality customer service in a dynamic environment.
  • Call Centre Experience: Previous experience in a call centre is preferred.
  • Attention to Detail: Strong focus on detail and accuracy in managing critical issues.
  • Communication Skills: Excellent verbal and written communication abilities, with a knack for building rapport and professional relationships.
  • Flexibility: Ability to adapt to changing priorities and a willingness to work across various shifts and hours.

Reason for Availability:

These temporary roles are intended to fill part-time positions and cover shifts not currently staffed. We seek candidates who are flexible with their hours and can start promptly.

Work Environment:

Hybrid Work: 1-2 days per month in the office; the remainder can be remote.

Culture: Be part of a supportive and energetic team that values professionalism and fosters a positive work atmosphere.

Application Process:

Interviews: Selected candidates will be invited for interviews and potential team meetings.

Background Checks: Successful candidates will undergo two reference checks and a police check.

If you are passionate about customer service, adaptable, and ready for a rewarding role in a dynamic environment, we encourage you to consider this opportunity.

Reference number: BBBH239927
Profession: Administration & Office Support, Customer Service

Company: Hudson Australia
Date posted: 14th Aug, 2024