The customer service/ call centre position is a critical support role that enables appropriate disaster recovery service delivery to affected communities and individuals. The incumbent will provide complex, high quality administrative support to the programs team in addition to the departments executive team and wider business unit.
Duties include receiving, triaging and responding to communication and correspondence, general office management, calendar coordination, provide appropriately sensitive engagement with incoming enquiries from community members, coordinating support to affected communities and individuals, and managing in alignment with the departments document management system, policies and procedures.
* VPS4 $61.97ph + super
* Full time hours
* First 2-3 weeks full time onsite, than hybrid work
* Exhibition Street, Melbourne
Key responsibilities:
* Provide high quality program and customer service support to the Programs team, Directors and the wider department.
* Employ sensitive and empathetic stakeholder management skills to individuals, communities and peers alike.
* Under direction, triage correspondence, communication, community enquiries, in alignment with program performance metrics. Appropriately document responses and actions resulting from enquiries in alignment with privacy and departmental requirements.
* Manage documents, records and filing of electronic and hardcopy material consistent with organisational policies and procedures.
* Draft and provide quality assurance for written advice, briefs and correspondence in an accurate and timely manner.
* Provide high quality call centre support for case management and registration of community members seeking to access recovery support via the hotline.
* Maintain strong relationships with senior management and staff within the department, as well as other public and private sector agencies.
To be successful in this role, you must:
* Demonstrated willingness to be flexible and adaptable to changing priorities with the ability to meet deadlines while working in pressured situations.
* Previous experience in a call centre/ customer service environment.
* Ability to undergo a National Police Check.
If you have suitable experience and are interested in the role, please apply.
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.