Contact Centre Operator

1 week ago

Canberra, Australia Australian Government Full time

Canberra, ACT (The agency supports and promotes flexible working, including remote options on negotiation)
- Ongoing/Non Ongoing (Non-ongoing will be offered for 12 months)
- $82,926 - $87,490 + Superannuation

**About the Branch**:
The Corporate Branch is responsible for delivering enabling services that support the effective and efficient operation of the agency and facilitates the agency’s compliance with legislation, policies and guidelines as a non-corporate Commonwealth entity.

The branch complements the scheme-focus of other agency divisions by providing digital services for internal and client-facing systems and facilitating strategic communications and client engagement through the agency’s website and contact centre. In addition, the Branch supports efficient resource management and corporate accountability through functions such as financial management, performance reporting, parliamentary services, procurement, risk management and assurance, facilities management and human resource management.

**About the Section**:
The Corporate Communication Section is new section within our established Communications area, and supports the agency’s outcomes by promoting our culture, employee value proposition, managing our web services and our contact centre. The section currently encompasses 4 teams; Internal and Events, Content Design, Data and Web Management and the Contact Centre.

**Role Responsibilities and Duties**:
Our Contact Centre Operators provide a first point of contact for stakeholders.

Following the initial training to familiarise you with our schemes and legislation, you will:

- Meet service level standards.
- Demonstrate a sound general knowledge of the agency’s schemes and projects, including broadly understanding relevant legislation and associated policy frameworks.
- Accurately capture and record interactions in the Customer Relationship Management (CRM) system.
- Work independently on tasks, including manage different priorities, to meet team and individual outcomes.
- Provide support to team leader and colleagues to ensure team outcomes are met.
- Assist with quality assurance checks within the team, by reviewing peers’ work to ensure the accuracy and appropriateness of responses.

**Qualifications/Experience**:

- Sound verbal and written communication skills.
- Background in customer service.
- Good attention to detail, including being able to follow established processes and document interactions accurately and in a timely manner.
- Ability to remain calm under pressure.

The following experience and qualities are highly desirable, but not essential:

- Previous experience working in an office and/or call centre environment.
- Previous experience managing a high volume of telephone enquiries.
- Ability to work in a changing environment.
- Ability to work collaboratively within a team environment.
- A Certificate III in Contact Centre or equivalent experience.
- An understanding of the government’s renewable energy policies and programs.

**Applications close 11.30pm on Sunday, 04 May 2025

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