NSW Department of Customer Service23 followers178 jobs

Contact Centre and Triage Officer

JuniorMid levelFull-timeHybridSydney, NSW, AustraliaAdministrationCustomer servicePosted 5 days agoVerified 1 day 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.

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.

View

🗣️

Plain-English communication skills

Proven ability to communicate clearly and effectively in plain English.

View

🔒

Confidential information handling

Experience managing sensitive information with care and discretion.

View

View more

Meet the team

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

About the company

View your fit

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

View

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

View

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

View

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

View

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

View

  • Explore
    • Jobs
    • Companies
    • People
    • Communities
    • Hatch Hotlist 2025
  • Hiring
    • Permanent hires
  • Resources
    • Blog
    • Community stories
    • Career advice
    • Customer stories
    • Help centre
  • Hatch
    • About
    • Careers
    • Contact
    • Hatch updates
    • Media enquiries
  • © 2026 Hatch
  • Privacy
  • Terms

A meaningful career starts with a match

Similar jobs

View all
Defence Housing Australia
Defence Housing Australia
Contact Centre Consultant temporary employment register 2025-26NSW · Contract
The job is about joining Defence Housing Australia (DHA) as a Contact Centre Consultant, where you will have the opportunity to make a meaningful impact in the lives of Defence members. This position is crucial for providing exceptional customer service and support, ensuring that the needs of Defence members are met with care and professionalism. The team values collaboration and is dedicated to creating a positive workplace culture.
Western Sydney University
Western Sydney University
Senior Executive Assistant and Officer CoordinatorParramatta, NSW · Full-time
This job is about providing high-level executive support and office coordination for the Director of the Centre for Western Sydney. The impact of this role is significant, as it ensures that the Director's priorities are met and that the office runs smoothly. The team values collaboration and efficiency, creating a supportive environment where everyone can thrive.
NSW Department of Communities and Justice
NSW Department of Communities and Justice
Talent Pool - Correctional Officer - Junee Correctional CentreJunee, NSW · Full-time
The job of a Correctional Officer at Corrective Services NSW is all about making a meaningful impact in the community by ensuring safety and security within correctional facilities. This hands-on career offers a unique opportunity to develop essential skills through comprehensive training, including a nationally recognized Certificate III in Correctional Practice. The team values collaboration, common sense, and strong communication, creating a supportive environment for everyone involved.
NSW Department of Communities and Justice
NSW Department of Communities and Justice
Centre Administration Officer - Cessnock Correctional CentreNSW · Full-time
The Centre Administration Officer position at Cessnock Correctional Centre is an ongoing full-time job that offers a competitive salary and a great team environment. This role is crucial in providing administrative and clerical services, ensuring effective operation in accordance with legislation and policy. The team values integrity, communication, and a collaborative spirit, creating a supportive atmosphere for all members.