Contact Centre Officers/ Service Scheduler

2 weeks ago

Norwest Business Park, Australia Alexander Appointments Full time

Up to $75k package | 38hours per week, 8am-4pm or 9am-5pm
- Not-For-Profit Organisation | Norwest Location
- Full time opportunity

**Contact Centre Officers/ Service Scheduler - Aged Care Support | Not-For-Profit**

Multiple Contact Centre Officers are required to join a reputable Not-For-Profit organisation in Norwest to deliver professional & empathetic support to vulnerable clients
- **Up to $75k package | 38hours per week, 8am-4pm or 9am-5pm**:

- **Not-For-Profit Organisation | Norwest Location**:

- **ASAP Start | Full time opportunity**

***

**About the Company**
Our client is a large Not-For-Profit organisation supporting people at all stages of life.

**About the Role**

They are currently seeking multiple Contact Centre Officers with extensive experience working within Community or Social services sectors to join their team in Norwest. You will be required to be flexible to work 8 am-4pm or 9am-5pm Monday to Friday.

Reporting to the Response Team Leader, you will be required to respond and resolve all client, family, carer and employee enquiries to facilitate effective service delivery and achieve organisational objectives

In this rewarding role, you will be undertaking the following duties
- Act as the first point of contact, triage and screen calls, referring onto appropriate teams
- Deliver professional and empathetic customer service to vulnerable clients, their families, carers and employees
- Respond and resolve customer enquiries within a timely and accurate manner
- Escalate complex queries or issues of concern, as required
- Process updates or changes to personal information, appointments, treatments or care
- Coordinate employees and participant care requirements to ensure effective service delivery
- Records and database management, ensuring high integrity, accuracy and confidentiality
- Establish and maintain effective stakeholder relationships
- Ensure compliance with standards and legislation
- Contribute to continuous improvement initiatives, mitigating risks
- Adhere to Contact Centre daily and monthly KPI’s

**About You**
To be successful in this great assignment you will have the following
- Demonstrated experience working within a high-volume contact centre environment
- Professional, resilient and confident with a customer service delivery focus
- Impeccable communication skills, both verbal and written
- Empathetic nature with remarkable interpersonal skills
- High attention to detail
- Superior organisational skills with the ability to multi-task and prioritise conflicting deadlines
- Strong computer literacy and proficiency with MS office suite, ARC or MS360
- Fully COVID vaccinated + Booster or Medically exempt
- Willingness to undergo a National Police Check
- Ability to commence and commit to the duration of the assignment

**How to apply**:
**What next**
Applications will be reviewed for this role and
**only suitable applicants will be contacted

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