Job Description

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Customer Service Representative (various Ongoing Part-Time roles) -...

Advertiser: NSW Police Force3.3 out of 53.3 overall rating (112 employee reviews) More jobs from this company

Job Information

Job Listing Date
15 Aug 2019
Location
Gosford & Central Coast
Salary
$64,779 to $70,425 paid pro-rata
Work Type
Part Time
Classification
Call Centre & Customer Service, Customer Service - Call Centre

Customer Service Representative (various Ongoing Part-Time roles) -...

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.
  • Clerk Grade 1/2 (4 roles)
  • On-going Part-Time (25 hours per week)
  • Tuggerah
 
JOB NOTES:
 
These roles are ongoing part-time, working 25 hours per week (5 hours x 5 days per week). Salary will be paid at the pro-rata rate.
 
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: policelink@hoban.com.au
 
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.
 
To be eligible to apply for these ongoing roles, you must meet one of the following status:
  • an Australian Citizen
  • a permanent Australian resident or citizen of New Zealand 
 
Applications from Australian Aboriginal and Torres Strait Islander people are encouraged.
 
This recruitment may be used to create a Talent Pool for similar future roles (ongoing or temporary) that may arise over the next 12 months.
 
For your application to be considered, you must:
  • attach a cover letter;
  • attach an up-to-date Resume/CV; and
  • address each of the Target Questions in the text boxes provide in the online application or attach as a separate document. Please limit your responses to no more than 300 words per question.
 
Please do not attach copies of Qualifications, Certificates or documentation (other than a Resume/CV) - you can bring these if called for interview.
 
Successful applicants MUST:
 
  • be committed to perform rotational shift work 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
 
Prior to commencement, the successful candidate will be required to undergo a rigorous National Police (criminal history) Check and obtain and maintain a Security Clearance as determined by the NSW Police Force.
 
Applications can only be submitted electronically online via the I Work for NSW website.
 
For information on applying for roles with the NSW Police Force click here
 
To view or download the Role Description click here
 
APPLICATIONS CLOSE: SUNDAY 1 SEPTEMBER 2019 at 11.59 pm
Applicants must provide a written response to the targeted questions and attach a cover letter and up-to-date resume/CV for their application to be considered. For additional details on this role including the Role Description please click on the Apply button.
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.
  • Clerk Grade 1/2 (4 roles)
  • On-going Part-Time (25 hours per week)
  • Tuggerah
 
JOB NOTES:
 
These roles are ongoing part-time, working 25 hours per week (5 hours x 5 days per week). Salary will be paid at the pro-rata rate.
 
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: policelink@hoban.com.au
 
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.
 
To be eligible to apply for these ongoing roles, you must meet one of the following status:
  • an Australian Citizen
  • a permanent Australian resident or citizen of New Zealand 
 
Applications from Australian Aboriginal and Torres Strait Islander people are encouraged.
 
This recruitment may be used to create a Talent Pool for similar future roles (ongoing or temporary) that may arise over the next 12 months.
 
For your application to be considered, you must:
  • attach a cover letter;
  • attach an up-to-date Resume/CV; and
  • address each of the Target Questions in the text boxes provide in the online application or attach as a separate document. Please limit your responses to no more than 300 words per question.
 
Please do not attach copies of Qualifications, Certificates or documentation (other than a Resume/CV) - you can bring these if called for interview.
 
Successful applicants MUST:
 
  • be committed to perform rotational shift work 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
 
Prior to commencement, the successful candidate will be required to undergo a rigorous National Police (criminal history) Check and obtain and maintain a Security Clearance as determined by the NSW Police Force.
 
Applications can only be submitted electronically online via the I Work for NSW website.
 
For information on applying for roles with the NSW Police Force click here
 
To view or download the Role Description click here
 
APPLICATIONS CLOSE: SUNDAY 1 SEPTEMBER 2019 at 11.59 pm

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