The APS5 National Contact Centre Service Officer Technical Lead role is part of the NDIA National Contact Centre (NCC) Operations team and plays a key role in providing best practice service delivery to NDIS participants and anyone contacting the NDIA.
The NCC is open to receive calls between 8am and 8pm Monday to Friday excluding Public Holidays. This role involves a flexible mix of inbound and outbound calls, email processing and Webchat, requiring you to work rotating shift patterns of 7.5 hours per day, Monday to Friday. Shift preferences can be requested and may be granted depending on business needs.
If the NDIA expands its Contact Centre open hours in future, you may be asked to work on public holidays or weekends, generous penalty rates will apply.
Successful candidates will receive comprehensive training. Flexible hybrid work from home arrangements and reduced hours can be considered in line with NDIA’s endeavour to support flexible working arrangements. This is a shift work position, so you must be available to work during the NCC’s operating hours and be available to work as per the work pattern.
The key duties of the position include:
* Responding to enquiries across all channels (inbound/outbound phone, email and webchat), including Ministerial Office matters, Government Appointed Advocate/Guardian/Trustee enquiries, restricted access cases, complaints resolution, and other specialised queues as required.
* Providing specialist support to NCC Service Officers in managing complex, sensitive and high-risk enquiries, ensuring Agency and Ministerial objectives are met.
* Assisting Team Leaders by delivering coaching, feedback and technical guidance to individuals and groups of service officers to support quality outcomes.
* Managing complex workflows and allocation decisions, and providing expert technical advice and support to staff.
* Contributing to the review, development and continuous improvement of practices, processes and guidelines.
* Identifying and reporting trends and areas for improvement to Team Leaders, individuals and relevant business areas.
* Delivering on the job support and training to support NCC service delivery and staff capability development.
Eligibility
The ideal candidate will have a background working within a complex government contact centre, with the ability to handle sensitive and personal information with utmost integrity. You will be able to work collaboratively within a team and foster a positive work culture and environment.
* Strong written, verbal and interpersonal communication skills, with empathy, sound judgement and resilience to manage sensitive, confronting or escalated conversations professionally.
* Well-developed problem solving and decision-making skills, with the ability to manage competing priorities, meet deadlines, adhere to schedules and adapt to change in a dynamic environment.
* Demonstrated ability to engage, support and develop team members’ skills and knowledge.
* High level understanding of the objectives and operation of the NDIS, with detailed knowledge of NDIA or similar government contact centre processes.
* Experience working in a complex or government contact centre environment, with demonstrated ability to handle Minister’s Office, Government Appointed Advocate/Guardian/Trustee, Restricted Access and complaints enquiries (highly desirable).
Notes
While this role is ideally performed from Townsville QLD working from our other NCC offices in Dandenong VIC, Richmond VIC, Robina QLD, Midland WA, Deakin ACT will be considered. We intend to fill this role in an ongoing capacity, however non-ongoing roles up to 12 months with the possibility of extension up to 2 years may be offered.
Successful candidates will be required to undergo a pre-employment National Police History check, Worker Screening check and/or Working with Children Check (where required) and provide evidence of Australian Citizenship.
Getting to know the National Disability Insurance Agency
The NDIS provides funding to eligible people with disability to gain more time with family and friends, greater independence, access to new skills, jobs, or volunteering in their community, and an improved quality of life. The NDIS also connects anyone with disability to services in their community. This includes connections to doctors, community groups, sporting clubs, support groups, libraries and schools, as well as providing information about what support is provided by each state and territory government. The NDIS now supports over 500,000 Australians with disability to access the services and supports they need. This includes supporting approximately 80,000 children with developmental delay, ensuring they receive supports early so that they achieve the best outcomes throughout their lives.