Job description
- Location: Parramatta
- Daily Rate: $338.00 + super
- Hours: 8 hours per day / 40 hours per day - normal business hours (flexible on start and finish times between 6AM and 6PM)
- Duration: ASAP - 31/12/2024
- Hybrid working: 2 days in office, 3 days from home
Primary Purpose of the Role:
This role involves high volume drafting of written correspondence in response to customer inquiries and applications. Responsibilities also include handling escalated feedback and complaints from the contact centre.
Key Accountabilities:
- Draft Written Correspondence: Prepare clear, accurate, and timely written responses to high volumes of inquiries, including requests adjustments, refunds and ministerial complaints.
- Handle Contact Centre Escalations: Manage and resolve escalated complaints and issues from the contact centre, ensuring effective communication and resolution through written responses.
- Respond to Ministerial Enquiries: Address high volumes of ministerial inquiries and complaints by drafting comprehensive and well-structured written replies.
- Conduct Outbound Calls: Perform outbound calls (approximately 5% of the role) to resolve escalated complaints and issues, ensuring customer concerns are addressed efficiently.
- Provide Support for specialised Inquiries: Serve as the first point of contact for inquiries related to a particular service area, including troubleshooting and providing information regarding related issues.
About You:
- Demonstrated experience drafting written correspondence within a government department
- Strong writing skills and SalesForce experience are essential for this role.
- Proven experience in a high volume environment handling escalated issues effectively.
- Strong attention to detail and accuracy in managing complex customer inquiries and transactions.
- Demonstrated ability to meet and exceed Key Performance Indicators (KPIs) in a fast-paced environment.
- Previous experience in a government or similar regulated sector is highly regarded.
- Proficient in using computer-based systems with a quick aptitude for learning new technologies and software.
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.
