Customer Contact Officer - [Archived Advertisement]

Customer Contact Officer

THE OPPORTUNITY

The Aged Care Quality and Safety Commission have several exciting opportunities for Customer Contact Officers.

The Customer Contact Officer role plays a pivotal at the Aged Care Quality and Safety Commission (the Commission) as 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. 

The role will involve responding via a range of communication channels including phone, email, online and post for enquiries, feedback, complaints, and notifications. The position will also demand undertaking research and interpreting relevant legislation, policies, and procedures within defined parameters to make decisions and use judgment to determine consumer needs.

The successful candidate will have good judgement, strong customer service, verbal, and written communication skills, and be able to problem solve to provide timely service. 

For more information about the role, please refer to the Job Pack on the Careers at the Commission website.

KEY ACCOUNTABILITIES

• The position will have a considerable level of contact with internal and external stakeholders and will be required to communicate with and provide advice on a range of matters to resolve moderately complex 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
• Adhering to procedures, legislation, and delegation to resolve enquiries and escalate matters in a timely manner within agreed service level agreements
• Identify and prioritise consumers who may be experiencing vulnerable circumstances, in distress or who have accessibility needs, and escalating potential issues to the leadership team
• Ensuring accurate processing of consumer transactions via customer relationship management system
• Collaborating in a team to assist with workload, knowledge sharing and business improvements which may include virtual or face-to-face with peers as required
• Having awareness of the Commission risk management framework and relevant legislation, including guiding others to identify and mitigate foreseeable risks

ELIGIBILITY REQUIREMENTS

Key capabilities

• Demonstrated ability to accurately and timely respond to consumer enquiries both verbally and in writing in a high-volume call centre, or customer service environment 
• Ability to actively listen, adapt and engage respectfully with a diverse audience of consumers including prioritising, triaging, and escalating vulnerable, in distress, or consumers with accessibility needs 
• Build and maintain positive relationship with team members and internal stakeholders including being responsive to the changing working environment 
• Adaptable and embraces change within a dynamic working environment 
• Ability to undertake research and limited discretion in interpreting relevant legislation, policies and procedures to problem solve and apply judgment to make decisions that respond most appropriately customer needs 
• Displays resilience and an ability to deal with challenging consumer enquiries
• Intermediate experience with customer relationship management systems, Microsoft operating system, and Microsoft office suite

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 
• 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

HOW TO APPLY

Submit an online application through our Careers at the Commission website by 11:30 pm (AEST) Monday 5 August 2024. As part of your application, you will need to provide: 

• Your resume (normally three pages maximum) 
• A one-page pitch telling us how your skills, knowledge and experience make you the best person for the job (no more than 700 words). 

Any questions about the role can be directed to Jane Bellingham via phone on (07) 3739 9338, or email on Jane.Bellingham@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 the one-page pitch may not be assessed and may not progress to the next recruitment stage. For assistance with lodging your application, please contact our recruitment team via recruitment@agedcarequality.gov.au 

SELECTION PROCESS NEXT STAGE

Candidates who have been shortlisted for interview will be contacted from the 15 August, for interviews to commence 26 August – 11 September 2024.

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 with an initial engagement of up to 18 months, with one possible extension of up to 6 months (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. Contract period of 2 years).