Job Description

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Contact Officer - Victorian Apprenticeship Field Services - Mount Waverley

Advertiser: The Busy GroupMore jobs from this company

Job Information

Job Listing Date
4 Jan 2019
Location
Melbourne, CBD & Inner Suburbs
Work Type
Part Time
Classification
Call Centre & Customer Service, Customer Service - Call Centre

Contact Officer - Victorian Apprenticeship Field Services - Mount Waverley

ABOUT VAFS

VAFS is part of the BUSY Group. VAFS have a contract with the Apprenticeship Regulator in Victoria (VRQA- The Victorian Registration and Qualification Authority) to examine and report on the extent of compliance with apprenticeship system requirements.

ABOUT THE ROLE
  • Office based in Mount Waverley
  • Part time to 2021 (19 hours per week)
  • Competitive salary and benefits

The purpose of the Contact Officer role is to help Apprentices and Trainees to identify if they are receiving appropriate training to help them complete their apprenticeship. The Assessment Function will operate between 7am and 6 pm however we expect that these contact roles will operate primarily between 2pm and 6pm daily.


PRIMARY DUTIES
  • Contact apprentices and trainees by phone to assess progress with training contracts
  • Record results of interviews in relevant database.
  • Manage inbound phone calls, emails, on line questionnaire results or other electronic messaging.
  • Meet and exceed organisational and contractual Key Performance Indicators (KPIs)
KNOWLEDGE, SKILLS & EXPERIENCE
  • Communication and interpersonal skills including demonstrated consultation, and problem solving.
  • Ability to interpret and articulate contractual requirements and policy to determine risk factors.
  • Ability to investigate matters, and make appropriate decisions and recommendations for risk services.
  • Demonstrated knowledge of vocational training issues, the contemporary regulated employment and training environment, and legislation as they relate to Victorian apprenticeships.
  • Demonstrated ability to work independently to achieve challenging KPI's.
  • Strong phone contact handling and active listening skills.
  • Excellent communication and presentation skills including ability to respond effectively in writing.
  • Ability to multi-task, prioritise, and manage time effectively
  • High attention to detail, ensuring accurate inputting of information and data processing;
  • High computer literacy essential with experience in word processing and spreadsheets/ databases, ability to manipulate data in Excel to produce tables in reports and Microsoft suite programs.
  • Use initiative and being capable of working independently or as a member of an extended team in line with organisational values.​

QUALIFICATIONS

No mandatory qualifications apply to these roles however VET sector or contact centre qualifications would be well regarded.


CULTURE & VALUES

The BUSY Group values inclusiveness, excellence, resilience, integrity and innovation. These values are entrenched in the work we do and how we conduct our business.


BUSY is committed to achieving a diverse workforce and strongly encourages applications from Aboriginal and Torres Strait Islanders, people from culturally diverse backgrounds and people with disabilities.


HOW TO APPLY

Our preferred method of application is on Seek.

For further information, please contact recruitment@busyatwork.com.au

Please do not apply directly to the recruitment email address.

*Please note this position is subject to a Criminal History Check and Working with Children Check

Human Resources
0755854380

ABOUT VAFS

VAFS is part of the BUSY Group. VAFS have a contract with the Apprenticeship Regulator in Victoria (VRQA- The Victorian Registration and Qualification Authority) to examine and report on the extent of compliance with apprenticeship system requirements.

ABOUT THE ROLE
  • Office based in Mount Waverley
  • Part time to 2021 (19 hours per week)
  • Competitive salary and benefits

The purpose of the Contact Officer role is to help Apprentices and Trainees to identify if they are receiving appropriate training to help them complete their apprenticeship. The Assessment Function will operate between 7am and 6 pm however we expect that these contact roles will operate primarily between 2pm and 6pm daily.


PRIMARY DUTIES
  • Contact apprentices and trainees by phone to assess progress with training contracts
  • Record results of interviews in relevant database.
  • Manage inbound phone calls, emails, on line questionnaire results or other electronic messaging.
  • Meet and exceed organisational and contractual Key Performance Indicators (KPIs)
KNOWLEDGE, SKILLS & EXPERIENCE
  • Communication and interpersonal skills including demonstrated consultation, and problem solving.
  • Ability to interpret and articulate contractual requirements and policy to determine risk factors.
  • Ability to investigate matters, and make appropriate decisions and recommendations for risk services.
  • Demonstrated knowledge of vocational training issues, the contemporary regulated employment and training environment, and legislation as they relate to Victorian apprenticeships.
  • Demonstrated ability to work independently to achieve challenging KPI's.
  • Strong phone contact handling and active listening skills.
  • Excellent communication and presentation skills including ability to respond effectively in writing.
  • Ability to multi-task, prioritise, and manage time effectively
  • High attention to detail, ensuring accurate inputting of information and data processing;
  • High computer literacy essential with experience in word processing and spreadsheets/ databases, ability to manipulate data in Excel to produce tables in reports and Microsoft suite programs.
  • Use initiative and being capable of working independently or as a member of an extended team in line with organisational values.​

QUALIFICATIONS

No mandatory qualifications apply to these roles however VET sector or contact centre qualifications would be well regarded.


CULTURE & VALUES

The BUSY Group values inclusiveness, excellence, resilience, integrity and innovation. These values are entrenched in the work we do and how we conduct our business.


BUSY is committed to achieving a diverse workforce and strongly encourages applications from Aboriginal and Torres Strait Islanders, people from culturally diverse backgrounds and people with disabilities.


HOW TO APPLY

Our preferred method of application is on Seek.

For further information, please contact recruitment@busyatwork.com.au

Please do not apply directly to the recruitment email address.

*Please note this position is subject to a Criminal History Check and Working with Children Check

The application form will include these questions:
  • Which of the following statements best describes your right to work in Australia?
  • What's your expected annual base salary?
  • Have you worked in a call centre before?
  • Do you have customer service experience?
  • Do you have experience working towards targets and KPIs?

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