Response Officer

About the role:
This is a unique opportunity to join our National Response Centre, working onsite in our premium grade CBD Bourke St office. As a Response Officer, you'll be working in a dynamic, fast-paced, ever-changing environment, where you will be responsible for delivering an exceptional response experience, providing critical services to the communities in which our valued customers operate across several industries, including but not limited to Water and Energy providers.
To be successful in the Response Officer role, you'll need demonstrated experience with using multiple computer systems at any given time, have clear and effective communication skills with high proficiency in data collection and recording, and possess the ability to remain calm and composed under pressure. This role suits those who can pivot from task to task, delivering quality responses within rigid timeframes and compliance obligations.
Key responsibilities:
Accurately capture call-related information and enter it into relevant systems.
Process updates and further information regarding event status.
Manage a range of customer enquiries, including safety and welfare monitoring, emergency, non-emergency, and fault calls.
Provide an excellent customer response experience.
Dispatch service orders within regulatory and contractual timeframes.
Notify the Senior Response Officer immediately of any incidents that could escalate.
What you will bring:
Ability to facilitate a rotating roster of 8-hour shifts between 6am and midnight, Monday to Sunday, including Public Holidays.
Self-motivated, flexible, proactive problem solver who can also work under instruction.
Ability to thrive in a fast-paced inbound emergency response centre and remain calm under pressure.
Maturity and discipline to deliver consistent quality results.
Dedication, resilience, caring, empathetic, and solution-oriented mindset.
Strong written and verbal communication skills, with the ability to obtain and relay information correctly.

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