Call Centre Operator

Summary about this job

Detail information about job Call Centre Operator. Terms and conditions vacancy

Employer:       Mount Gravatt Community Centre Inc.

Status:      Part Time - 35 hours per week to be worked over 5 day roster.

Award/Level:       Level 2 Social, Community, Home Care and Disability Services (SCHADS) Award 2010 and relevant transitional arrangements (TPEO / “State Rates”).

1. THE ORGANISATION

Mission: To be flexible, accessible and responsive to changing community needs.

Vision: Provide, without discrimination, service to our community.

MGCCI’s Service Delivery Model is driven by a belief that our continued relevance and viability is reliant on our ability to respond to individual, family and community needs in a holistic, encompassing manner. It reflects the three facets we believe critical to a satisfying life:

• Connectedness – a sense of belonging and feeling connected to others and community
• Individual Support – services that people specifically need to live in their community
• Mobility / Access – people’s ability to get out and about in their community

Our goal is for everyone coming to MGGCI to receive a consistent message about our role and support plus engage with each person in a way that looks at that individual’s holistic need, which can be more than the need or reason they present with.

2. THE POSITION

The Call Centre Operator is responsible for ensuring clients, carers and general community are responded to utilising the MGCCI service model framework.   Working collaboratively in a team environment this role requires management of a high volume of calls and enquiries on a daily basis and managing multiple tasks simultaneously with a strong customer service focus.

Excellent customer service skills are required with competent typing skills and basic to intermediate knowledge of Microsoft Word, Excel and data entry. 

The position is on-going, subject to sufficient organisational resources and continuing satisfactory performance of duties by the employee.

3. SELECTION CRITERIA

• Previous experience in a customer service role
• Ability to demonstrate competency levels in computer applications including word processing, use of databases, spreadsheets, electronic mail and web searches
• Relevant qualification/s, for example Certificate III Community Services, will be highly regarded
• Experience in an incoming call centre environment, particularly within a community service organisation, is highly desirable
• Highly developed interpersonal and communication skills, both written and verbal
• Capacity to engage constructively and respectfully with individuals of diverse backgrounds and abilities to achieve high quality outcomes
• Ability to work as a team member within the ethos and values of MGCCI
• Previous experience with Procura or similar client management system would be highly desirable

4.  PRIMARY PURPOSE OF THE POSITION

• Receive, assess, direct and action customer needs for assistance in a compassionate non-judgemental manner and within a reasonable time frame
• Phone etiquette performed at all times
• Problem solve customer / patient enquiries with minimum referral
• Maintain accurate records for works associated with the program and people assisted 
• Receive referrals and screen to determine eligibility for all MGCCI programs
• Facilitate referrals as necessary for those people who do not meet MGCCI’s eligibility guidelines 
• Other duties and general administrative support as required to support and ensure the efficient operation of funded programs
• Manage complaint calls and escalate where necessary 
• Handle 80% of calls to completion with minimum call escalation to Coordinator
• Provide to clients information about MGCCI services, as well as other services available to them in the community, either verbally and/or as mailed out materials 
• To ensure that MGCCI meets the expectations of its funding partners and the community for effective services that meet its contractual obligations

How to apply:

Please email your application to the Maintenance & Modifications Coordinator, Lisa Stanhope at [email protected]

Please be sure to include:

• A cover letter, which demonstrates how you meet the requirements of the selection criteria outlined above.
• Your resume, including 2 referees.

Closing date for applications is COB on Monday, 16th July 2018.  Only those that are shortlisted for an interview will be contacted.  We are looking for someone to start ASAP.   

For further information in regards to this position, contact Lisa Stanhope on 0407 917 718 or email [email protected]

Mount Gravatt Community Centre is an inclusive work place and an equal opportunity employer.