Volunteer Client Contact Centre

**POSITION DESCRIPTION - Volunteer Client Contact Centre**

Position Title Volunteer Client Contact Centre

Service Area Client Contact Centre Location Cleveland

Classification Volunteer Employment Status Volunteer

Reporting to Client Contact Centre Manager

Staff directly supervised Nil

**Purpose of Position**

The purpose of this position is to provide high level customer service and provide accurate and pro-active information, assistance and service to clients and their representatives, contractors and other external stakeholders as well as provide coordination and administrative support to STAR service delivery areas. The position holder will assist in the smooth delegation of daily client transactions across varying customer contact channels including phone, web and face-to-face. This position is a pivotal part of a successful client journey, every time.

**Key Responsibilities**

Answer incoming calls with clients in a polite, informative and respectful manner.

Deal/respond with general enquires about STAR services as required

Transfer potential clients through to My Aged Care (MAC)

Administration Tasks

Load up paper into copier

Assist to produce garden vouchers

Assist to create spare service agreements

Assist to carry out service reviews

Assist to produce info/new client packs

Assist with mailout/photocopying/scanning

Assist to attach documents into databases

Other duties as required.

**Organisational Responsibilities**

Understand, support, commit to and promote STAR Community Services mission, vision and values, maintaining a positive image of the organisation.

Adhere to all STAR’s policies and procedures;
Comply with all legislation and regulations affecting the position;
Develop knowledge of statutory requirements relevant to STAR;
Adhere to the Code of Conduct and scope of practice;
Take reasonable care to ensure that actions and omissions do not impact the health and safety of others.

Provide a high standard of customer service and take actions to maximise customer & stakeholder satisfaction and participate in continuous improvement processes for service delivery.

Document is considered uncontrolled once printed Page 1 of 3
Date of Issue - May 2019 Date of Review - May 2021

**POSITION DESCRIPTION - Volunteer Client Contact Centre**

Actively participate, contribute to your team and wider organisational initiatives.

Advance STAR’s reputation in the community, support service delivery by providing person centred care and services.

Undertake relevant training and professional development, including regular supervision.

Support the development of skills and programme knowledge to ensure continuous improvement in the client experience when accessing the service.

Remain aware and knowledgeable of the service delivery that STAR provides to the community.

Maintain accurate and reliable records and filing systems

Highlight any issues to the Manager

Ensure service delivery within current service delivery limits

Encourage feedback and contributions to service delivery improvements.

**Qualifications & or Experience**

**Essential**

Well-developed communication skills - including interpersonal, problem solving and negotiation.

Competent on use of phone technology and excellent phone manner.

Demonstrated ability to remain calm and confident while working in a stressful and high volume work environment.

Well-developed communication and interpersonal skills to engage with a range of internal and external stakeholders with demonstrated ability to deal with challenging and vulnerable clients with complex needs.

Well-developed organisational, time management and prioritisation skills. Demonstrated ability with written, numeracy and computer skills to complete record keeping requirements.

Understanding and commitment to the vision and values of STAR Community Services.

Demonstrated ability to handle the challenges that occur in an organisation driven by change and innovation.

**Desirable**

Knowledge of contact centre processes.

**Conditions of Employment**

Possession of an unrestricted Current Driver’s Licence and access to a registered roadworthy vehicle with comprehensive insurance cover, if required for the position.

All positions within STAR Community Services are required to undergo and maintain the following probity checks
- Federal Police Check
- Disability Services Criminal History Screening QLD (Yellow Card)

It is a requirement of the position to immediately notify your manager and office manager of any changes to your criminal history that will affect your probity status.

Authorised by General Manager Patsy Wilshire Date 30 June 2019

Document is considered uncontrolled once printed Page 2 of 3
Date of Issue - May 2019 Date of Review - May 2021

**POSITION DESCRIPTION - Volunteer Client Contact Centre**

**Acknowledgement by Employee**

In signing this document, I have read and understood this position description. I acknowledge that, the description of the