Overview
Uniting, Harris Park, New South Wales, Australia
Role: Customer Service Officer - Call Centre (Full-time permanent)
Responsibilities
* Handling enquiries from potential and existing clients, their representatives, employees, and other service providers confidentially and promptly.
* Monitoring the organisation's social media posts to ensure timely responses to queries and appropriate handling of content.
* Analysing, prioritising, and resolving issues where possible and escalating unresolved issues to the appropriate person.
* Identifying and escalating high-risk enquiries to suitably skilled team members.
* Complying with all relevant legislation, organisational policies, and procedures.
* Completing reports, correspondence, filing, and other administrative tasks as required.
* Participating in audits and continuous improvement activities to identify and reduce client incidents and unsafe work practices.
* Contributing to the generation of new ideas and identifying opportunities to improve work efficiency.
* Building and maintaining collaborative and positive relationships with all clients, colleagues, volunteers, and other professionals.
* Providing accurate information to internal and external clients, including timely follow-up on queries and complaints.
* Developing cooperative, professional working relationships with clients, family members, employees, and relevant external parties.
* Identifying client characteristics that require specialised communication assistance and resources.
* Modeling effective internal communications and collaborative working relationships with team members.
* Communicating effectively via various digital methods, including phone, email, video conferencing, and instant messaging.
* Maintaining skills and knowledge related to the role through regular attendance at employee meetings and supervision/support meetings.
* Supporting new or less experienced employees by sharing knowledge and demonstrating high standards of work practices and ethics.
Qualifications
* No formal qualifications are required; this role would suit someone who is looking for the next step in their customer service career. You will have excellent communication skills, the ability to relate to the caller and their enquiries in a professional, articulate, and empathetic manner.
Experience, skills, and attributes
* Typically, 2-3 or more years of experience in customer service or client relations.
* Excellent written and verbal communication skills.
* Organised, systematic, thorough, accurate, and disciplined.
* Experience in providing innovative ideas to solve problems.
* Skills in navigating a complex organisation, forging relationships, and managing through influence.
* Developing cooperative, professional working relationships with clients, family members, employees, and relevant external parties.
* Identifying client characteristics that require specialised communication assistance and resources.
* Modeling effective internal communications and collaborative working relationships with team members.
Even better
* Experience working within a call centre environment
* Certificate III in Aged, Children's, or Community Services.
* Knowledge of organisational values and service offerings.
* Previous experience in the Human Services Industry (Children, Ageing, or Health) is advantageous.
Join us and make a difference!
If you are a motivated individual with a passion for customer service and a commitment to excellence, we encourage you to apply for the Customer Service Officer position at Uniting.
What We Offer You
* A rewarding career with a leading human services organisation.
* Up to $18,550 NFP salary packaging available.
* Access to our U rewards program with exclusive discounts.
* Flexible work hours for work-life balance.
* Affordable access to Fitness Passport— discounted gym memberships to support your best life.
* A supportive, inclusive, and collaborative work environment.
* Opportunities for professional growth.
* Purchase of additional leave.
How to apply
Send your CV and a brief cover letter highlighting why this role appeals to you - Applications reviewed upon receipt.
Notes
Uniting contributes to the work and mission of the Uniting Church in NSW and the ACT through social justice advocacy, community services, and spiritual care. Our purpose is to inspire people, enliven communities, and confront injustice. We acknowledge the Sovereignty of First Nations people over the lands of Australia and are committed to meaningful change so that First Nations people are strong, thriving, and self-determining. We are a Child Safe Organisation committed to the safety, well-being, and inclusion of children and young people. We value diversity and welcome everyone, exactly as they are.
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