Contact Centre Officers

salary: $59,520 - $66,451 (plus 15.4% superannuation and allowances)
- locations: Geelong
- permanent and temporary positions; full-time or part-time (flexible working arrangements)

The Australian Bureau of Statistics (ABS) is looking to fill multiple **Contact Centre Officers (APS2) in the Data Sourcing Contact Centre**to provide support to ABS data providers through inbound and outbound phone calls.

**About the role**

These entry-level positions are ideal for individuals who thrive in fast paced environments and love to learn. If you are seeking a role that offers opportunities for growth and development and are interested in beginning your career with the ABS or in the public service, we encourage you to apply.

Key duties and responsibilities are:

- Providing support to ABS survey participants by answering inbound calls, answering general questions, including providing information and assistance with survey completion.
- Calling survey participants to follow-up on and obtain cooperation with completing outstanding survey obligations.
- Accurately recording interactions with survey participants, in line with relevant policies and procedures.
- Resolving minor problems for providers by answering general questions about survey content, receiving survey submissions over the phone and providing assistance with navigating the ABS Survey Portal and associated online tools.
- Referring or escalating survey participant enquiries to appropriate internal channels.
- Assisting with other administrative and operational tasks, such as data entry, basic research and dispatching correspondence.
- Adhere and uphold APS Values, obligations and perform duties in accordance with the Census & Statistics Act and adhere to strict confidentiality agreements in accordance with Australian Government policy and legislation (Privacy Act 1988).

Contact Officers work rostered hours. The bandwidth in which rostered work is undertaken is 7:00am to 7:00pm, Monday to Friday. Ordinary hours of work for a full-time Contact Officer are 7 hours and 25 minutes.

The ABS seeks to balance operational requirements with flexibility for staff, and in doing so provides rosters in advance and endeavours to meet shift preferences where possible.

Due to being a national contact centre, at times where there are clear operational requirements, there will be additional hours available to work overtime. Work will be considered overtime where it is performed outside the normal rostered hours on that day, in excess of weekly ordinary hours or on weekends and public holidays.

We operate in a flexible, hybrid work environment. Following induction and training, Contact Centre Officers will have the option of working from home for parts of their working week in accordance with the ABS’ teleworking guidelines.

**What we are looking for (selection criteria)**

To be suitable you should have most or all of the following skills, qualities and experience:

- Developed verbal and written communication skills, including the ability to respond to enquiries, solve minor problems, and provide information in a clear and concise manner.
- Excellent client engagement skills, including the ability to quickly build relationships and build positive rapport.
- Ability to understand and implement feedback to continuously improve performance.

Also desirable are:

- Experience in a fast-paced call-centre environment and/or in related customer service fields.
- Experience working in team environments.

**How to apply**

You will need to upload your current resume, provide referee details and respond to the following:

- In no more than _**_350 words_**_, provide a statement of claims of how you have demonstrated the skills, qualities, and experience (outlined in Section 1 of the Applicant Information kit) required for these roles._

**Important**: responses of fewer than 150 words will not be considered.

Please read the attached