Overview
The Royal Children's Hospital (RCH) is seeking a permanent full time Customer Contact Centre / Frontline Customer Service professional to provide high-level customer service to patients and families. The role involves responding to inbound telephone calls from parents, families, carers, internal staff and referrers and operates within a 24/7 rotating roster.
Classification for this position ranges from A010–A012 ($58,442.8–$64,610 per annum plus Super plus Salary Packaging).
Responsibilities
Answer enquiries through two channels at RCH – the Switchboard and the Specialist Clinics Call Centre.
Switchboard: respond to a high volume of internal and external calls, overhead paging of emergency procedures, and maintain contact directories.
Call Centre: schedule, reschedule, and cancel clinic appointments, handle complaints, troubleshoot problems, and provide consistent and relevant information to callers.
Skills and Experience
Previous work in a high-volume inbound call centre.
Demonstrated experience in multiple computer applications.
Previous experience in a busy frontline customer service-based role.
About The Department
The service is the first point of contact for many hospital consumers via the main hospital line and our outpatient appointment service. The team manages approximately 2,000 calls per day.
What We Offer
Salary Packaging – Increase your take home pay.
Ability to join Fitness Passport – access to extensive fitness facilities.
Parkville location and close to public transport.
Other Requirements
Current National Criminal Record Check, or willingness to obtain
Valid Working with Children Check
Application Process
To apply, please provide a resume and a tailored cover letter outlining your skills, experience, and suitability for the position in line with the position description.
Shortlisting will commence immediately; apply promptly.
For more information about this position please contact Natasha Tomkins.
Why work at the RCH?
RCH offers high employee engagement and a positive culture through its Compact. Advantages include world-class facilities, proximity to Royal Park and Melbourne city, discounted staff parking, salary packaging, and a well-being program. The RCH is committed to a diverse and inclusive workforce and encourages applications from Aboriginal and Torres Strait Islander people, people from culturally and/or linguistically diverse backgrounds, all LGBTQI community members, and people with disability.
It is a requirement of employment to be vaccinated against Influenza annually for Category A and B roles, in line with public health orders, unless a medical exemption is accepted by The Royal Children's Hospital. Applicants will need to provide their Australian Government Immunisation History Statement. Additional disease vaccination immunity may be required per directions; offers are conditional on successful completion of background and reference checks.
Are you ready to join our team? Apply online by clicking the "Apply" button. Applications close 8 October 2025.
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📌 Customer Services Officer - Customer Contact Centre
🏢 The Royal Children'S Hospital
📍 Melbourne