Customer Service Representative (Aboriginal targeted role) - PoliceLink

Summary about this job

Detail information about job Customer Service Representative (Aboriginal targeted role) - PoliceLink. Terms and conditions vacancy

The Customer Service Representative supports customer service delivery by responding to and processing urgent and non-urgent enquiries contacts for customers, providing information and advice and escalating issues as applicable.
 
Key accountabilities

• Receive, assess and process information and enquiries from various sources. Including but not limited to urgent and non-urgent telephone calls, mail, and electronic requests to determine and complete appropriate action.
• Provide clear, accurate, and concise information and advice to ensure ongoing delivery of quality customer service.
• Generate, collate and update accurate records of enquiries, incidents and actions, using organisational electronic records management systems.
• Assist in providing general administrative services to support the operational functioning of the command/business unit.
• Participate in the identification of customer service delivery improvements.
• Deliver customer service by providing appropriate and accurate information to police and customers. 

Key challenges

• Identifying and interpreting appropriate sources of information, to provide the appropriate outcome for customers.
• Exercising sound judgment to identify when to notify superiors of events that are serious, unusual or newsworthy.

• Undertaking activities in accordance with command/business unit and organisational policies and guidelines.

This role is open to Aboriginal and Torres Strait Islander applicants only, in accordance with the NSW Police Force Aboriginal Employment Strategy.
 
An Aboriginal person (as defined by the Aboriginal Land Rights Act 1983) means a person who:

• is member of the Aboriginal race of Australia, and
• identifies as an Aboriginal person, and
• is accepted by the Aboriginal community as an Aboriginal person. 

This is also in accordance with Part 5, Clause 26 of the NSW Government Sector Employment Rules 2014. 

• Clerk Grade 1/2
• Ongoing Full-Time
• Tuggerah

 
JOB NOTES:
 
Candidates must satisfy the Aboriginality criteria listed above.
 
Candidates MUST obtain an information package via the following link: https://www.hoban.com.au/policelink or click here
 
If you have any further enquiries after reading the information package, please contact the Enquiries Officer, Crystal Rosengren on 1300 235 084 or via email: [email protected]
 
Candidates MUST then undertake an initial call centre simulation test.
 
Suitable candidates will then participate in a preliminary interview.
 
Shortlisted candidates will be required to attend an Assessment Centre.
 
This role is classified as a shift worker in accordance with clause 3.58 of the Crown Employees (NSW Police Force Administration Officer and Temporary Employees) Award 2009. Shift penalties are paid as appropriate in accordance with clause 87.1 of the Award.
 
In addition to base salary, penalty payments of 50%, 75%, 150% are payable for shifts worked on Sat, Sun and public holidays & shift allowances of 10-15% are applicable for some weekday shift start times.

When preparing your application:

• Your application must stand on its own merits.
• If you do not demonstrate how you meet the Target Questions for this role, you will not proceed through to the Selection Process.
• The completeness and relevance of your application will determine if you are called for an interview.

For your application to be considered, you must:

• Give written responses addressing each of the Target Questions in the text boxes provide in the online Application.
• Attach a cover letter and up-to-date Resume/CV to your application.

Please do not attach copies of Qualifications, Certificates or documentation (other than a Resume/CV) - you can bring these if called for interview. 
 
The successful candidate MUST:

• be committed to perform rotational shiftwork to cover 24 hours per day, 7 days per week; and
• be prepared to undertake and successfully complete training in all PoliceLink business streams and Certificate III in Customer Contact.
• provide a FULL Birth Certificate.

 
The successful candidate will be subject to a rigorous National Police Check (criminal history) and will be required to obtain and maintain a security clearance as determined by the NSW Police Force at the level appropriate to the role held and/or information/data accessed, prior to commencement. For further information click here
 
For further assistance with completing your application or for information regarding the National Police Check and Security Clearance, please contact the Aboriginal Employment Programs Unit on (02) 8835 9021 or via email [email protected]
 
Applications can only be submitted electronically online via the I Work for NSW website.
 
To download information that may assist with applying for this role click here
 
To view or download the Role Description click here
 
APPLICATIONS CLOSE: SUNDAY 5 AUGUST 2018 at 11.59pm The successful candidate MUST:

• be committed to perform rotational shiftwork to cover 24 hours per day, 7 days per week; and


• be prepared to undertake and successfully complete training in all PoliceLink business streams and Certificate III in Customer Contact.


• provide a FULL Birth Certificate.