About the Company

Davidson is working with a client who is seeking a dedicated Contact Centre Officer to join their team.

About the Role

Reporting to the Contact Centre Supervisor, this role involves responding to internal and external telephone enquiries to provide accurate information to clients. The Contact Centre Officer will ensure that client enquiries are answered and processed professionally and courteously, obtaining relevant information and providing timely responses in accordance with service level standards.

Key Responsibilities

• Provide professional and courteous service to ensure client enquiries are answered and processed accurately and timely.
• Respond to client enquiries using the database, website, email, and other resources. Document and create file notes for responses and actions taken.
• Actively participate as a member of the Contact Centre Team, contributing to the identification of opportunities and improvements.
• Escalate queries that cannot be resolved to the relevant team and enter all client information into the relevant register/database.
• Retrieve call messages, identify those requiring action, and engage in follow-up calls in line with customer service standards.
• Attend and participate in relevant training to maintain up-to-date information.
• Assist in administrative tasks in support of the Compliance Team or other members of the Community Information Team.
• Comply with contemporary human resource practices and policies, including workplace health and safety, ethical behaviour, and the Queensland Public Service Code of Conduct.
  
  

About You

• Strategic Leadership: Recognises how organisational events and issues impact the team's work and articulates how own work contributes to the organisation's vision and community outcomes.
• Decision Making: Makes considered, ethical, and courageous decisions by analysing available information critically and demonstrates judgement about when to escalate issues.
• Relationship Building: Builds and sustains relationships to enable collaborative delivery of customer-focused outcomes. Communicates clearly and adjusts messages to resonate with different stakeholders.
• Accountability: Demonstrates accountability for the execution and quality of results through professionalism, persistence, and transparency. Contributes to team objectives and demonstrates planning and organisation to achieve results.
• Workplace Health: Demonstrates personal responsibility for the health, safety, and wellbeing of self and others. Supports practices that enable all individuals to participate to their fullest ability.
• Continuous Growth: Demonstrates insight into personal strengths and areas for development, actively seeks feedback, and pursues new knowledge and experiences.
  
  

Benefits:

• $45.00 - $50.00 per hour + Super
• Located in Brisbane CBD
• Full time hours (Contract Role)