Contact Centre Officer (APS5 Equivalent)
- Wagga Wagga, NSW
- Temporary
- Full-time
- 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
- 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.