Contact Centre

APS 5 - $81,690 - $89,615
- Portfolio Strategy
- Canberra, ACT
- The Contact Centre Section is the first point of contact with external stakeholders and assists to resolve their questions.
- While the Communication Procurement Team delivers communication procurement advice and support across the department.
- The Communication Procurement and Contact Centre section provides exposure to the wide variety of interesting work delivered right across the department.

**Who we are**

The Portfolio Strategy Division is the department's central policy area. The division supports our ministers and the department to engage with the complex cross-cutting policy challenges in Australian climate, energy, environment and water policy. We lead on the Cabinet and Budget processes, strategic policy, First Nations policy, whole-of-portfolio projects, and work to build the department's policy capability.

The Communication and Media Branch delivers internal and corporate communication and strategic communication activities in support of the department and our ministers, for the benefit of the Australian community. This includes managing the department’s social media strategy and social media presence, media support services across the department and for our ministers’ offices, production services including graphic design and branding, web publishing for external-facing departmental websites, and the development of campaign and non-campaign materials.

The Communication Procurement & Contact Centre Section is the first point of contact with external stakeholders through the Contact Centre, while the procurement team delivers communication procurement advice and support across the department. The section provides exposure to the wide variety of interesting work delivered right across the department.

For more information about us please visit our website.

**The Job**

Contact Centre - the Knowledge Coordinator position:

- Assist in identifying and updating Contact Centre information resources and operating procedures, including recognising and correcting incorrect information.
- Review stakeholder-operator interactions, providing coaching and sharing their knowledge and experience to uplift capability across the team.
- Monitor the shared inbox for urgent and potentially sensitive enquiries.
- Identify and share valuable information with both operators and managers.

Communication Procurement - the Communication Procurement Officer position:

- In this role, you will be responsible for administering the communication procurement processes within DCCEEW while supporting quality outcomes that contribute to building the department’s public image.
- The communication procurement team supports the department with outsourcing communication goods and services, including printing, graphic design, editing, videography, business cards, desk plates, name badges and more.
- The team uses an online portal to place and manage orders and invoices with suppliers.
- This role assists the team’s Senior Communication Procurement Officers to:

- liaise with external suppliers and departmental colleagues, conduct market research, process invoices, and maintain comprehensive records of all procurements and contracts.
- monitor the team’s shared inbox and notify teammates of any sensitive or urgent requests.
- enter requests for quotes (RFQs) into the team’s online procurement system.
- upload files into the team’s online file management system.
- assist internal stakeholders with TechnologyOne.

**What you'll gain from the experience**
- Access to a wide variety of interesting and topical information from DCCEEW and external stakeholders.
- Experience working with and gaining insights from multiple specialist areas throughout DCCEEW, covering areas related to climate change, energy, the environment and water.
- Experience in leadership and project management.
- Experience in Commonwealth procurement and contract management.
- Experience working with and gaining insights from multiple specialist areas throughout DCCEEW, covering areas related to climate change, energy, the environment and water.
- Experience working with external suppliers and providing expert advice.

**What we are looking for**

Contact Centre - the Knowledge Coordinator position:

- Well-developed communication skills including the ability deliver quality verbal and written communications.
- The ability to build productive relationships across the department.
- A calm, friendly and professional approach to stakeholder interactions.
- Bring a calm, constructive, knowledgeable, and reassuring presence for the Contact Centre’s operators.
- Proactive, able to work in a fast-paced environment, remaining organised while successfully managing competing priorities and maintaining high work standards and accuracy.
- The ability to exercise sound professional judgement, operate independently and problem solve.
- A can-do attitude and commitment to learning, sharing knowledge, and respondin