Contact Centre Officer

**About the role**

Based at our **Newstead office, (locations outside of Brisbane can be considered)**the **Contact Centre Officer**will work within our award winning small inbound customer contact centre to provide exceptional customer service whilst providing solutions to queries.

You will need to take ownership and initiative to solve customer problems, working across the business with interpersonal sensitivity, and continuously look for (and initiate) ways to improve the customer experience including developing best practise conversations and adjusting our knowledge management system to provide helpful and timely information support. You will work closely with your team to deliver a consistent and high-quality customer experience, and proactively with your coach to be the best you can be.

**Key responsibilities of this role are**:

- Take initiative to competently develop relationships and improve processes and practices across the business with the goal to improve the customer experience.
- Grow your knowledge of the heavy vehicle industry, contact centre and government regulatory industries and our customer’s world in order to add value to our customers and understand their situations and business impacts.
- Take responsibility and ownership for resolving customer enquiries at first point of contact and to support them and their business to operate safely and within regulations.
- Use high level problem solving and communications skills to resolve customer enquiries across the emerging customer contact channels.

NHVR’s are currently undertaking growth and considerable transformation, and this is an exciting time to join the organisation.

**About You**

**To be successful in this role you will possess**
- Minimum 3 years’ experience in a contract centre or customer service role (either face to face or via phone)
- Ability to quickly understand the customer’s situation and adapt your interpersonal style and negotiation skills to different personality types and customer needs and challenges.
- The ability to comprehend reference materials and to advise customers on relevant regulations and safety requirements in a way that is personalised, helpful, easy to understand and relevant.
- Ability to multi-task, set priorities and manage time effectively.
- Outstanding commitment to customer experience.

**Please note: this role works on a 2-week rotating roster which includes coverage Monday to Friday between 7am - 5pm excluding public holidays.**

**Why join us?**

The National Heavy Vehicle Regulator (NHVR) commenced operations in 2013 as the national entity responsible for regulating all vehicles in Australia over 4.5 tonnes gross vehicle mass. The NHVR minimises the compliance burden on the heavy vehicle transport industry, reduces duplication and inconsistences across state and territory borders, and ultimately for the heavy vehicle business with government in Australia.

We are headquartered in Brisbane and employ more than 1000 people across the ACT, New South Wales, Queensland, South Australia, Tasmania and Victoria.

**We offer**
- A competitive salary package up to **$82,047.02** + superannuation
- Hybrid working environment - up to 2 days from home
- Up to 14.5% superannuation through a co-contribution scheme
- Leave loading 17.5%
- Wellbeing programs - discounted fitness through Fitness Passport, Discount health insurance, flu vaccine, financial programs including discounted banking products, finance information sessions.
- Salary packaging options including novated lease.
- Discounted IT products including Microsoft and free family password security plan.
- Ongoing training and professional development support
- Professional membership

**Application Process**

Successful applicants will be required to complete standard pre-employment checks including a national police and work rights check.