Contact Centre Operator

APS 4 - $72,002 - $78,386 per annum plus superannuation
- Portfolio Strategy Division
- Canberra, ACT

**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 Engagement & Projects Section is the first point of contact with external stakeholders through the Contact Centre, delivers communication procurement advice and support across DCCEEW and provides enabling services to support the branch. The section covers a diverse portfolio, with exposure to the wide variety of work delivered right across DCCEEW.

**The Job**- Assisting with stakeholder enquiries over the phone.- Assisting stakeholders with their online enquiries.- Investigating multiple sources to identify where enquiries should be directed.- Developing and maintaining a thorough knowledge of operating practices and procedures.- Meeting key performance measures with respect to responsiveness, stakeholder satisfaction and enquiry resolution.- Managing competing priorities and taking personal responsibility of work while maintaining high work standards and accuracy.- Treating stakeholders and colleagues with respect and courtesy, remaining positive and responding to pressure in a calm manner.- Contributing to the day-to-day operations of the Contact Centre.- Other administrative duties as required.

**What we are looking for**

**Knowledge and experience**
- Experience in a contact centre or working closely with customers or stakeholders.
- Experience with computers and working online.

**Skills and capabilities**- Can work collaboratively in a closely-knit team.- Strong written and verbal communication skills.- A calm, friendly and professional approach to stakeholder interactions.- Self-motivation, and an ability to manage competing priorities.

**Desirable qualifications**

Obtained or working towards an undergraduate degree, certificate or diploma in Environmental Science, Environmental Management or similar.

**Eligibility and other requirements**

**Citizenship** - To be eligible for employment with the Department of Climate Change, Energy, the Environment and Water you must be an Australian citizen.

**Security Clearance**:

- This position requires a Baseline Vetting security clearance. You will be required to obtain and maintain a clearance at this level.

**Pre-employment Check** - Your suitability for employment will be assessed through a pre-employment screening process. This process includes a requirement to undergo and satisfy a National Police Check, referee checks, character clearance and where required a pre-employment medical assessment, specified mandatory qualification(s) validation and a probation period of 6 months.

**For additional information, please read the Job Description below.