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McArthur is seeking for dedicated APS4 Contact Centre Officers in a complaints handling setting with strong written and verbal communication skills.
About our client
About the Commission
The NDIS Quality and Safeguards Commission (the Commission) is an independent agency established on 1 July 8 to improve the quality and safety of NDIS supports and services. The Commission is the dedicated national regulator of NDIS service providers in Australia and a non-corporate entity under the Public Governance, Performance and Accountability Act 3.
The key duties of the position include, but not limited to;
Inbound/outbound call management.
Inbox and email management.
Complaints intake
Draft correspondence using agreed formats and structured guidelines.
Work autonomously and effectively collaborate within a team.
Using information workflows effectively.
Meeting KPIs with respect to, for example, call volumes, individual and team statistics problem-resolution and record keeping.
Contributing to a culture of high performance regarding identifying callers' needs, clarifying information and recording information accurately.
Identify issues and contribute to the resolution of issues and problems.
Provide sound advice and recommendations, which influence the decisions made by others, including supervisors and peers.
Identifying and escalating issues requiring urgent attention or specialist expertise.
Identifying reoccurring issues, problems and questions, and escalating to appropriate channels as necessary.
Assist training of lower classification staff.
Supervise lower classification levels, including monitor work practices and set priorities within the work area.
Coach staff, identify training needs, and provide quality assurance of work and the provision of constructive feedback on performance.
Have accountability for completion of allocated tasks, organising workflow, review of work and development of less experienced employees.
Understanding of the NDIS Commissions role, the different functions within the NDIS Commission and how these relate to a specific work area.
Possess strong written and verbal communication skills.
The NDIS Commission is a disability friendly organisation that offers interesting and challenging roles. People with a disability are encouraged to apply for jobs in the Commission.
Applicants also must be able to establish their background as checkable to be considered eligible for a security clearance. This includes:
hold Australian citizenship
be willing to undergo an Australian Federal Police check
be willing and eligible to obtain a security clearance to the level applicable to the position.
Any gaps or periods of time spent overseas for or more months (cumulative) that cannot be verified by an Australian referee is deemed uncheckable, rendering the applicant ineligible for a security clearance.
The Commission encourage applications from people with disabilities, LGBTIQA people, ASTI people, women and people with diverse linguistic and cultural backgrounds.
This contact centre is open until 7pm (and 8pm during DLS), candidates will be rostered between these times.
Please apply, this role closes on the th of July at :pm
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