Job description
- Federal Government opportunity in Sydney CBD
- Initial 12-month contract
- $525 - $650 per day + super
The role
Contact Centre Support Officers will be required to respond to a mix of inbound and outbound calls, webforms and emails. Providing trauma informed responses to all enquiries, including specific step by step advice concerning online and digital technologies.
Responsibilities:
- Take, assess and respond to complex and at times confronting enquiries, through both written and verbal communication.
- Provide resolution to enquiries through appropriate support, advice and guidance.
- Establish and grow a strong level of expertise in matters related to technology facilitated abuse, including how technology can be misused and abused to cause harm.
- Provide input into team SOPs, templates and processes to ensure consistent advice to the public.
- Work collaboratively internally and cross-functionally to refer and accept referrals from other parts of the organisation (e.g., Investigations).
- Support leadership with insights and perspectives on service delivery.
- Understand and practice self-care and contribute to practices that promote team wellbeing.
- Develop stakeholder relationships.
- Professional qualifications or credentials in social work, counselling, mental health support or related fields (desirable).
- Experience working in contact centre operations or support service environments providing sensitive and complex support to clients, complainants or victims.
- Ability to build and maintain a strong understanding about technology-facilitated abuse, especially related to domestic and family violence.
- Uses and understand technologies typically employed to perpetrate technology-facilitated abuse, include internet and mobile technologies, encryption, social media, and tracking applications.
- Shows excellent interpersonal and organisational skills, demonstrating sound judgement and common sense.
- Confidently and effectively communicates in a clear, concise and persuasive manner.
- Anticipates and seeks to minimise risks and is responsive to internal and external client needs.
- Commits energy and drive to see that goals are achieved.
- Maintains momentum and sustains effort despite criticism or setbacks.
- Makes time for people and offers full support when required.
- Models and promotes a healthy and safe working environment, consistent with APS code of conduct and APS values.
In order to be considered for this role you must hold Australian Citizenship and the ability to obtain Baseline Security Clearance.
If this sounds like the role for you, please submit your resume and cover letter in MS Word format by hitting APPLY NOW or contact Karen on (02) 9200 3677 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.