Call Centre Operator, Information Service Branch
2 weeks ago
Location: Barton, ACT
Application Closing Date: 27-Jan-2025 **by 11:30pm AEDT, Monday 27 January 2025.**
**Classification**
APS Level 3 ($71,298 - $74,264)
**Employment Type**
Ongoing & Non-ongoing (for a period of 12 months with the possibility of extension)
Where a non-ongoing specified term is offered, this would be for an initial period of up to 12 months, with possibility of extension up to a maximum period of two years.
A non-ongoing offer may result in conversion to an ongoing offer of employment, however this must occur within 18 months from the opening date of this advertisement.
**Flexible Work**
At PM&C we recognise the broad benefits of offering flexibility in how, when and where work is performed. We consider flexibility first from a starting position of ‘how can we make this work?’ and consider individual circumstances and operational requirements in making genuine attempts to establish mutually beneficial arrangements. Please reach out to the contact officer if you would like to explore what flexibility might look like for you, such as part time work, variable start and finish times or working from home.
The hiring manager is flexible where the employee works and willing to negotiate what will work best.
**Who we are**
The ICT Service Delivery team are the primary point of contract and customer facing representatives of the Prime Minister and Cabinet (PM&C) Information and Communication Technology (ICT) area.
The switchboard functionality within the team provide the public facing point of contact for the Department and share service partners. They are responsible for receiving, triaging and connecting as appropriate calls with the intended individuals or areas of PM&C.
**What you will do**
The successful applicants will provide a customer centric call centre service, responding to calls from both internal stakeholders and members of the public. They will triage, and either provide clear and concise advice or escalate and connect with relevant areas of the Department. At conclusion of the call, on a scheduled or ad hoc manner, a suitable record, report or ICT ticket may need to be generated.
**What you will bring**
- Demonstrate exceptional customer service and communication skills in both verbal and written formats.
- They will show strong phone etiquette and remain composed and professional on all calls and interactions.
- Basic troubleshooting and computer skills.
**Eligibility**
**Security Clearance Required**
Baseline Vetting (Protected)
**How to apply**
- Your resume (maximum three pages)
- A ‘300 word pitch’ telling us how your skills, knowledge, experience and qualifications make you the best person for the job and to perform at the relevant classification level.
**Contact Officer
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