WHAT YOU'LL BE DOING As the Scheme Enquiry Officer, you will respond to enquiries from stakeholders on a wide range of matters and provide timely, accurate, and consistent advice and information on services via telephone, face-to-face or in writing.
You will:
assess stakeholder needs and ensure a timely resolution of enquiries and requests, aiming for first point of contact resolution wherever possibleprovide effective triage and referral of matters through to specialist staff as necessarybuild and maintain a basic understanding of the long service leave legislation and its applicationbuild an understanding of relevant roles and responsibilities of teams across the organisation to enable effective triageupdate and maintain records, ensuring all information is accurate, stored correctly and accessiblemake decisions regarding the appropriate application of processes and procedures, using guidelines, and conferring with Senior Officers and Team Lead as required.Our contact centre operates 8:30-5pm Monday to Friday, excluding all Public Holidays and Christmas-shutdown period.
Multiple 12-month fixed term contracts available, based in Newcastle.
Part-time applicants will be considered.
WHY WORK WITH US? As a Commonwealth Government entity that regulates portable long service leave, we are proud of the difference we make in the lives of hardworking Australians.
By connecting employees in the black coal mining industry to their long service leave entitlements, we're giving back life's most precious gift: time.
We believe in our purpose, are focused on our strategic goals, and are committed to serving our clients and strengthening industry partnerships.
What we offer:
We're a dedicated team of professionals who deliver meaningful, purpose driven work in a supportive and inclusive workplace culture built on values of trust, openness, respect, care and honesty.Our hybrid working model and compressed hours enable you to balance your career and lifestyle, giving you the time to grow, excel and do what you love.Located in the progressive and vibrant city of Newcastle, our contemporary workplace provides you with a space to connect and collaborate with colleagues, while also enabling you to balance work–life commitments.We want our people to live their best lives while working with us.
To find out more about our great employee benefits and what it's like to be part of the team, reach out to our friendly talent acquisition team at ******.
WHAT YOU'LL BRING To be successful in the role of Scheme Enquiry Officer, you will have previous experience in a customer service environment and be motivated by delivering high quality service.
Your background will demonstrate your:
experience in positively and proactively identifying customers' needsexceptional written and verbal communication skillsability to problem solve and to escalate concerns where appropriateattention to detail, with a respect for following established proceduresability to work effectively in a team environment.You will have a Certificate III or IV in Business, Customer Engagement, or equivalent work experience.
If you meet most of the criteria above and are keen to grow in others, we would like to hear from you.
If this sounds like you, apply now.
HOW TO APPLY To apply for this position, please attach your resume and a cover letter introducing yourself and telling us what attracted you to the position and what value you believe you can add to this role.
Note: Your cover letter should be no longer than 800 words and should address your suitability for the role, including:
customer service via the telephonecommunication skillsproficiency with Microsoft Office suitePart-time applicants will be considered; please indicate in your cover letter if you have a preference for a part-time position.
Applications close on 9 February 2025, however we will be reviewing applications as soon as they are received and proceeding to interview accordingly.
To ensure consideration, we would encourage you to submit your application as soon as possible.
Australian citizenship, residency or working rights is a prerequisite for this role.
Applications are open to all qualified candidates regardless of their background, identity, experiences and beliefs.
Please connect with us at any time during the process for a confidential conversation regarding your application, including if you require any adjustments or considerations in order to participate fully in our recruitment process.
Contact us at ******.
The successful applicant for this role will be required to undergo working rights checks, background checks including a police check, and other assessments as required.
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