NSW Department of Customer Service32 followers324 jobs

Contact Centre and Triage Officer

JuniorMid levelFull-timeHybridSydney, NSW, AustraliaPosted 4 weeks agoVerified 1 week ago
Pending fitX of Y criteria met

About the job

The Contact Centre & Triage Officer position is a fantastic opportunity to be the first point of contact for individuals reaching out to the Independent Review Office (IRO). This role is crucial in providing empathetic support and guiding clients through their inquiries, ensuring they receive the right assistance. Join a supportive team that values continuous improvement and embraces flexible working arrangements.

Meet the team

About the company

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You'll be responsible for

📞

Providing first contact service

Deliver high-quality first contact service and resolve Level 1 matters for clients reaching out to the IRO.
📝

Completing intake and triage

Confirm identity and scope, assess eligibility, and direct matters to appropriate levels or refer externally as needed.
📂

Maintaining accurate records

Keep accurate records in case management systems while applying privacy and information access obligations.

Key criteria

📞

Contact centre experience

Demonstrated experience in a contact centre or frontline service environment.

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🗣️

Plain-English communication skills

Proven ability to communicate clearly and effectively in plain English.

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🔒

Confidential information handling

Experience managing sensitive information with care and discretion.

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A meaningful career starts with a match

Think you're a good fit?See what the hiring team are looking for

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5 criteria for this job
Contact centre experience
Demonstrated experience in a contact centre or frontline service environment.

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Plain-English communication skills
Proven ability to communicate clearly and effectively in plain English.

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Confidential information handling
Experience managing sensitive information with care and discretion.

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Structured procedure application
Experience applying structured procedures in service delivery contexts.

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Accurate record maintenance
Proven ability to maintain accurate records in case management systems.

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