Contact Centre Officer (Aps5 Equivalent)

Our client is seeking to engage a Contact Centre Officer (APS5 Equivalent).

Location: MULTIPLE – Canberra & Wagga Wagga
Employment: MAX TERM, 12 months
Eligibility/Security Requirement: Ability to obtain BASELINE CLEARANCE
Benefits: paid leaves + paid public holidays + 15.4% Super
What You Will Do Provide inbound and outbound telephony support to applicants, their nominees and other callers to the relevant NRS 1800 number.
Apply the National Redress Scheme for Institutional Child Sexual Abuse Act 2018 and relevant policies, procedures and guidelines to all interactions.
Under limited direction, be accountable for organising workflow and escalating risks and issues when needed.
Develop and maintain relationships with internal and external stakeholders to progress outcomes for applicants.
Resolve routine and non-routine enquiries, where necessary collaborating with other teams within the Scheme to resolve complaints or systemic issues.
Assist callers to navigate and access a range of Redress Support Services.
Contribute new ideas, including the identification of efficiency improvements for service delivery.
Our Ideal Candidate Communicates confidently and presents verbal and written messages in a clear, concise and articulate manner.
Understands trauma informed principles and their importance in providing a high level of service.
Applies legislation, policies, procedures and information management requirements.
Demonstrates high level accuracy and attention to detail in the processing and recording of information.
Has the ability to self-manage in a complex, changing environment with a high workload.
Demonstrates critical thinking and problem solving with a solution focused approach.
If you feel you are a suitable candidate, submit your application by hitting "Apply for this job".
Alternatively, you can call Isaac Benjamin on or email for further discussion.

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