Contact Centre Agent

7 months ago

Melbourne, Australia Marie Stopes Australia Full time
About us: 
Our Vision: Your body, Your choice, Your future

We are Australia’s leading, specialised, non-profit advocate and provider of abortion and contraception services. We are a significant provider of clinical and support services across Australia. We are also an advocacy organisation, we work on policy and legislative change, we provide information to the public, we support people through counselling and mental health awareness and services, and we work to reduce the stigma, discrimination and stress related to access to abortion care and contraception. We work to give people reproductive choices.

MSI Australia operates a network of 10 clinics, a national telemedicine service providing comprehensive termination of pregnancy, vasectomy services from 25 locations and national family planning support. Our clinics and telemedicine services provide support for over 25, clients per year. 
Position title: Contact Centre Agent
Location : National Contact Centre, Richmond (Office-based role)
Reports to:  National Contact Centre Manager and Supervisor
Hours of work: 3-5 days per week across Monday to Friday
Shift times:  8 hour shifts between 8am - 6pm

The role:  We are looking for client-focused Contact Centre Agents to join the MSI Australia team based out of our support office located in Richmond. The role can be tailored to shorter shifts within school hours and could therefore be suitable for parents wanting to return to work. 

Our ideal candidate: You want to make a difference and aspire to help others through your work. Your passion lies in championing women and pregnant people’s rights whilst de-stigmatising abortion, sexual and reproductive health. You are a people person and love to support clients/stakeholders all day. Your previous retail or call centre experience paired with an ability to learn and adapt to new technologies and change will set you up for success in this role.

Main responsibilities:
Responding to a high volume of inbound online bookings, enquiries and feedback using a number of communication forums (e.g. phone, email, and digital channels) in a timely, professional and efficient manner, Attending to inbound and outbound calls and relevant administrative activities required to support clients, Maintain accurate client records across respective databases within the organisation with high attention to detail,  Assist with the prioritisation of tasks with other team members to meet daily KPIs, Keep up to date with what’s happening within MSI-Australia and respond positively to ongoing organisational updates and changes. Your profile:
 Pro-choice and champion of women and pregnant people’s rights Passionate about de-stigmatising abortion, sexual and reproductive health Fantastic customer service skills and experience Exceptional verbal and written communication skills Professional telephone manner Confidence using MS Office and database management systems Ability to work autonomously and within a team environment An understanding of the importance of confidentiality Ability to work to targets and KPI's Our benefits:
 Role paid at rate above Health Professionals and Support Services Award (classified as Support Services Level 1 - 3): $25.65, Rate progression after 12 months, Non for profit salary packaging: a portion of salary can be used to pay for expenses before income tax, saving you potentially thousands, Supportive Employee Assistance Program. Our Goals, Missions, Values, Purpose, Behaviour Statements
In addition to the above, we also ask our staff work understand and demonstrated our goals, mission, values:

Our Goal The Prevention of Unwanted Births
Our Mission Children by Choice not Chance
Our Values Integrity, Agency, Safety, Quality, Courage
Our Purpose Your choice, made easier 

Values and Behaviours
In this role, you will:

• Understand and comply with the Code of Conduct and Behaviour Policy for employees and all relevant MSI policies and procedures.

• Demonstrate commitment to organisational values and behaviours at all times.

MSI Australia develops, maintains and rewards a culture of personal and professional accountability for desired behaviours which include:

 Care & Compassion - We care for our people, clients, communities and each other and recognise that people have their own diverse, physical, emotional, social and cultural needs. We always act with compassion and kindness. We conduct our work with honesty and integrity.

 Trust & Safety - We prioritise both the physical and mental well-being of our people, clients, communities and each other. Our words, actions, communications and workplaces are free from judgment and discrimination. We value accountability and know that we build trust with our clients and communities through all staff being accountable for their performance.

 Partner & Collaborator - We value partnership and teamwork and believe we are better together. We seek to collaborate with other organisations where our vision and values align. Our language, communication and actions focus on collaboration and cooperation rather than competition or conflict.

Application Support:
Person and community centred healthcare involves cultural safety, a diverse workforce and multidisciplinary skills. We welcome applications from Aboriginal and Torres Strait Islander backgrounds, people of migrant and refugee backgrounds, people with disability and LGBTIQ+ people. If you require any support or adjustments with the application process, please contact:

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