Job description
Permanent Inbound Call Centre position within Federal government
About the Role:
This position revolves around active participation in an inbound call centre environment, assisting via inbound calls and acting as a point of escalation for the team.
Duties will include:
To be successful in this role you will
In order to be considered applicants are required to hold an Australian Citizenship and have (or be willing to obtain) a Baseline Security Clearance.
If this sounds like the role for you, please submit an updated copy of your resume in MS Word format by hitting APPLY NOW or call Leonnie on 02 9200 3684 for more information.
Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.
DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.
By clicking 'apply', you give consent that DFP may use your personal information to process your job application and to contact you for future employment opportunities. For further information on how DFP process your personal information please review the DFP Information Collection and Privacy Policy via https://www.dfp.com.au/about-us/policies. Do not submit any sensitive personal information in your resume.
- 100% office based in North Sydney
- $85-$90K + super, depending on experience
- Australian Citizens must have or be willing to obtain Baseline Security Clearance
- Shifts are 8.45AM-4.45PM or 1.30PM-9PM and rotating
About the Role:
This position revolves around active participation in an inbound call centre environment, assisting via inbound calls and acting as a point of escalation for the team.
Duties will include:
- Providing assistance to callers via telephone and webform responses
- Managing complex cases and acting as a point of escalation
- Handling vulnerable and/or disadvantaged callers with compassion and dignity.
- Triage enquiries and assess best resolution.
- Handle all callers with confidentiality and in line with regulations surrounding handling protected personal identifying information.
- Ensure compliance to company and statutory regulations, policies and procedures.
- To consistently achieve required quality interaction measure
To be successful in this role you will
- Previous Case Management experience form inception to closure is highly desirable
- Previous experience in a call centre environment, particularly as a point of escalation is highly desirable
- Exhibit strong engagement and relationship management skills
- Previous experience working with vulnerable individuals is highly beneficial
- Proficient in both written and verbal communication
- Demonstrate emotional resilience, empathy, and upholds integrity
- Open to receiving and acting upon constructive feedback
- Be enthusiastic about helping others and contributing to positive change
- Work collaboratively within a team, actively seeking continuous improvement
- Be an active listener, skilled in multitasking, and proficient in entering information into a CRM system
In order to be considered applicants are required to hold an Australian Citizenship and have (or be willing to obtain) a Baseline Security Clearance.
If this sounds like the role for you, please submit an updated copy of your resume in MS Word format by hitting APPLY NOW or call Leonnie on 02 9200 3684 for more information.
Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.
DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.
By clicking 'apply', you give consent that DFP may use your personal information to process your job application and to contact you for future employment opportunities. For further information on how DFP process your personal information please review the DFP Information Collection and Privacy Policy via https://www.dfp.com.au/about-us/policies. Do not submit any sensitive personal information in your resume.
