$77,481 to $81,869 + 15.4% superannuation Brisbane and Melbourne The Aged Care Quality and Safety Commission have several exciting opportunities for Customer Contact Officers. The Customer Contact Officer plays a pivotal role at the Aged Care Quality and Safety Commission (the Commission). Customer Contact Officers are the first contact and responder to consumer enquiries from the public and aged care service providers about the quality of aged care services provided by the Australian Government approved service providers, or the functions of the Commission. Working under the general supervision of a Team Leader, Customer Contact Officers respond to a range of communication channels including phone, email, online and post for enquiries, feedback, complaints, and notifications. Customer Contact Officers undertake research and interpret relevant legislation, policies, and procedures within defined parameters to make decisions and use judgment to determine consumer needs. About our group and section The Customer Contact Team (CCT) is one of the first points of contact for consumers, aged care providers, and other members of the public to engage with the Commission. The CCT responds to a range of contacts including enquiries, feedback, out of scope contacts, and complaints via phone, email, web, and post. The Customer Contact Team is a dynamic and fast-paced environment where no day is the same. Key accountabilities Clearly communicate with internal and external stakeholders and provide advice on a range of matters including moderately complex enquiries and out of scope enquiries. Provide accurate and timely support and guidance to consumers through a range of communication channels including phone, email, online and post for enquiries, feedback, complaints notifications, and the Commissions enquiry mailbox. Collect, collate and consider information about complaints in preparation for allocation. Assess and escalate risks regarding more complex enquiries, and complaints to senior officers. Apply knowledge of procedures, legislation and delegation to resolve enquiries and escalate matters in a timely manner within agreed service level agreements. Identify and prioritize consumers who may be experiencing vulnerable circumstances, in distress or who have accessibility needs, and escalate potential issues to the leadership team. Ensure accurate records of consumer transactions in the case management system. Collaborate in a team to assist with workload, knowledge sharing and business improvements which may include virtual or face-to-face with peers as required. Have knowledge of the Commission risk management framework and relevant legislation, including guiding others to identify and mitigate foreseeable risks. Eligibility Requirements Key capabilities Demonstrated customer service experience providing advice and responses to customer enquiries via a range of communication channels. Ability to research, analyse and apply judgement of procedures, legislation, and delegations to assess risks and escalate more complex enquiries. Developed interpersonal and written communication skills to actively listen, be resilient, tailor communication to various audiences, and confidently discuss customer concerns and expectations. Experience having difficult conversations or challenging customer enquiries, to prioritise customers in distress including consumers that are vulnerable or have accessibility needs. Good attention to detail with the ability to communicate in writing, and update accurate records management of consumer enquiries. Demonstrated internal and external stakeholder management skills to confidently liaise and communicate with a range of audiences. Ability to work collaboratively with the team to share knowledge, build team capability, and contribute to continuous improvements to enhance service delivery and customer satisfaction. Effective time management skills to manage high-volume customer enquiries in accordance with the agreed service level agreement. Position eligibility In addition to the above key capabilities, to be eligible for this position you must: be an Australian citizen. satisfy a National Coordinated Criminal History Check. satisfy pre-existing medical condition declaration. attend a two-week onsite induction for the role. work a standard day of 7 hours 30 minutes on a set or varied roster between the bandwidth hours of 7.00am to 7.00pm, from Monday to Friday. Customer Contact Officers will be required to work at our Melbourne and Brisbane offices. However, flexible working arrangements may be considered subject to operational requirements. How to Apply To apply, please select the Begin icon below and submit your application by 11:30 pm (AEST) 24 February 2025. As part of your application, you will need to provide: Your resume (three pages maximum). In no more than 500 words total, provide an example of where you have received a call from a distressed customer that was being disrespectful and did not agree with your advice. How did you respond and tailor your communication to ensure a positive resolution? Tell us about a time when you have worked in a positive workplace culture. What made the culture good? How did you contribute to this culture? Please contact our Recruitment Team on (02) 9633 3262 or recruitment@agedcarequality.gov.au for assistance with accessing our website or with lodging your application. Contact Officer Specific questions about the role can be directed to Effie Portelli on (03) 9978 4279 or by emailing effie.portelli@agedcarequality.gov.au with the position title in the subject line. Preparing Your Application You are encouraged to refer to the STAR model in the APSC Cracking the Code when preparing your response to the one-page pitch in your application. Where relevant, please also consider the APS4 Integrated Leadership System with your response. Please note, applications that do not provide a resume and your answers to the two application questions may not be assessed and may not progress to the next recruitment stage. Selection Process Next Stage Shortlisted candidates will be contacted from 27 February 2025 to confirm availability to attend a virtual interview. Selection Process Timeframes Shortlisting Outcomes: 7 March 2025 Interviews and references: 11 14 and 17 March 2025 Selection Outcomes: 7 April 2025 Where there are delays in the selection timeframes, candidates will be notified. Merit Pool A merit pool of suitable candidates may be created from this selection process. Suitable candidates placed on the merit pool may be contacted in relation to identical or similar vacancies on a non-ongoing and ongoing basis at the Commission, or the broader APS, within 18 months from the start date of this advertisement. Non-ongoing opportunities may be offered up to a total maximum contract period of 2 years. Diversity and Inclusion The Commission is committed to fostering a workplace with flexible work arrangements to support a diverse, respectful and inclusive culture for all staff. The Commission recognises the richness of Aboriginal and Torres Strait Islander cultures and is committed to the implementation of our Reconciliation Action Plan. The Commission values the unique knowledge and experience of Aboriginal and Torres Strait Islander employees which strengthens and supports our focus on protecting and enhancing the safety, health, wellbeing and quality of life of aged care consumers. Position Description - Customer Contact Officer, Customer Contact Team Opens in new window Candidate Pack - Customer Contact Officer, Customer Contact Team Opens in new window Start your application by clicking the "begin" button. #J-18808-Ljbffr
Job Title
Customer Contact Officers