Call Centre Operators – COVID 19 Response - Call Centre

About the Organisation

Make a real difference in the lives of vulnerable Australians with this unique opportunity to provide both corporate expertise and community support. With a focus on people, not profit, Life Without Barriers’ corporate services team partners with our direct support staff, clients, and their families to ensure we continue our mission to change lives for the better.  If a truly inclusive, collaborative, and fast-paced work environment sounds like your next career move, this is an opening not to be missed.

Life Without Barriers is a leading social purpose organisation of 8,000 employees working in more than 500 communities across Australia. We support children, young people and families, people with disability, older people, and people with mental illness. We work with people who are homeless and refugees and asylum seekers.  Join a community of people dedicated to breaking down barriers.

We want to employ people who reflect the diversity of our clients to ensure we can support each client's individual needs and wants. We encourage people of Aboriginal and Torres Strait Islander background and people with disability to apply.

About the role

This is a full time, 3 month maximum term contact, location is flexible.  You will be a part of the Covid-19 Calls Centre team.  You will respond to calls and emails in a professional supportive manner, logging customer information and providing advise where appropriate and escalating calls and queries to the relevant departments or teams.  Weekend work will be required on a rotational basis.

Key Responsibilities

• Respond to all incoming customer calls and emails in a professional, supportive and efficient manner
• Escalate or triage calls to the agreed source of truth / expertise where appropriate
• Log all calls and query type for record keeping purposes and analysis
• Processing the notifications, creating i-Sight events, tracking cases until closure
• Activate incident response to confirmed Covid-19 cases
• Provide feedback to enable other resources i.e. intranet page, policies and procedures to be reviewed and kept current
• Be willing to work flexibly as part of a team to meet the changing business and operational needs 

Skills & Experience

• Demonstrated experience in relevant area / subject matter that will support the Covid-19 Hotline or
• Demonstrated experience working in position that requires a calm, clear and measured approach to handling queries / customer support
• Outstanding interpersonal skills and the ability to deliver superior levels of customer service
• Excellent attention to detail and strong organisational ability
• Ability to provide clear and concise guidance and advice to customer queries
• Experience working in Community or Human Services Sector
• Proficient skills across all MS Office products
• Willingness to work flexibly as part of a team to meet the changing business and operational needs

Successful candidates will be required to clear probity checks including National Criminal History Record Check and Working with Children Check (where relevant to the role).   

Benefits

• Opportunity to work for one of Australia's largest social purpose organisations
• 3 month maximum term contract – location flexible
• Great Salary packaging benefits & monthly RDO

How to Apply

Include your resume and covering letter in one document, click ‘Apply’ and follow the prompts. For any enquiries including persons with disability that require adjustments, contact recruitment@lwb.org.au

Please apply at your earliest convenience as we will be reviewing applications on a regular basis.

We are dedicated to playing our part to reduce the spread of COVID-19 and bring continuity of care and support to our clients. With this in mind, if you are successful, we will discuss with you an alternative to a face to face interview.

Life Without Barriers supports the Royal Commission into violence, abuse, neglect and exploitation of people with disability. We believe people with disability need to be heard and for these experiences to influence how support services like ours are delivered. View our statement here (https://bit.ly/2GzZGWA)