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Senior Contact Centre Support Officer

2 months ago

Sydney, New South Wales, Australia DFP Recruitment Full time
About the Role

We are seeking a highly skilled and compassionate Contact Centre Support Officer to join our team at DFP Recruitment. As a key member of our online safety team, you will play a critical role in providing trauma-informed responses to complex and sensitive enquiries.

Key Responsibilities
  • Respond to inbound and outbound calls, webforms, and emails, providing expert advice and guidance on online and digital technologies.
  • Take ownership of complex enquiries, assessing and resolving issues through effective communication and problem-solving skills.
  • Develop and maintain a strong understanding of technology-facilitated abuse, including its impact on individuals and communities.
  • Collaborate with internal stakeholders to ensure consistent advice and support is provided to the public.
  • Contribute to the development of team SOPs, templates, and processes to enhance service delivery.
Requirements
  • Professional qualifications or credentials in social work, counselling, mental health support, or related fields (desirable).
  • Experience working in contact centre operations or support service environments, providing sensitive and complex support to clients, complainants, or victims.
  • Excellent interpersonal and organisational skills, with the ability to build and maintain strong relationships with stakeholders.
  • Confident and effective communication skills, with the ability to articulate complex information in a clear and concise manner.
  • Ability to work in a fast-paced environment, prioritising tasks and managing multiple responsibilities.
What We Offer

As a Contact Centre Support Officer with DFP Recruitment, you will have the opportunity to work with a dynamic and supportive team, dedicated to promoting online safety and well-being. We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.

We welcome applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds, and people with disability. We are committed to creating an inclusive and accessible work environment and will provide reasonable adjustments for individuals with disability throughout the recruitment process.