Job Description

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Customer Experience Officer

Advertiser: Fair Work Ombudsman3.6667 out of 53.7 overall rating (22 employee reviews) More jobs from this company

Job Information

Job Listing Date
10 Jan 2021
Location
Sydney, CBD, Inner West & Eastern Suburbs
Salary
$64,730 to $69,770 plus 15.4% superannuation
Work Type
Full Time
Classification
Government & Defence, Government - Federal

Customer Experience Officer

Team / Branch: Customer Service Delivery / Customer Services Branch
Location: Melbourne and Sydney
Employment Status: Full-time or Part-time (0.8 FTE)
Employment Type: Non-ongoing / Ongoing
Classification:APS Level 3
Salary Range: $64,730 to $69,770 plus 15.4% superannuation
Closing Date: 11.00pm (AEST) Sunday 31 January 2021


Do you want to start 2021 making a real difference to the Australian Community?

The Fair Work Ombudsman (FWO) was established by the Fair Work Act 2009. Our role is to promote harmonious, productive and cooperative workplace relations and ensure compliance with Australian workplace laws.

We are proud of the work that we do in the regulatory space and our services are free to all workers and employers in Australia. We offer competitive salaries and working conditions.

We are seeking exceptional candidates to fill the role of ‘Customer Experience Officer’ in the Customer Services Branch in Sydney and Melbourne.

The role of a Customer Experience Officer involves working in an inbound customer contact environment, answering a high number of phone calls as well as a limited number of digital enquiries.

You will provide information to callers on a number of workplace relations issues such as wages, leave, entitlements and other complex conditions of employment. You will also need to navigate multiple IT systems to analyse information and record customer data.

Applicants engaged through this process will be employed to work full-time or part-time (0.8 FTE), and will be rostered to work a standard shift anytime between the hours of 8am to 6pm Monday to Friday. The roles are non-ongoing (up to 12 months) with a possibility of becoming ongoing in the future.

We anticipate the assessment stages, including interviews to take place from early February 2021. Please ensure you have access to your email during this time. Positions are likely to commence in March 2021. You will be provided with a comprehensive induction program upon commencement.

For more information about the FWO, please visit www.fairwork.gov.au

 

What We Are Looking For

We are looking for confident communicators that can guide customers through complex enquiries. You need to be able to think on your feet, respond to rapid fire questions and manage at times difficult conversations.

We want people who can get the balance right between managing emotive customers and delivering solutions call after call. There will be times you won’t know the answer, but if you’re the kind of person who is up for a challenge and gets a kick out of using your problem solving skills to get customers the answers they need, you will thrive.

While this job isn’t always easy, it’s rewarding and always interesting. You will be making a difference to the Australian community and get to work with some really great people. We have a great culture and will provide you with the tools, training and coaching needed to excel and grow.

If you are ready to take up this challenge, and think you have what it takes to deliver excellent customer service to customers, apply now!

 

Typical Duties

The duties of a Customer Experience Officer include, however, are not limited to:

  • Identifying customer needs and tailoring advice to each customer to enable them to resolve workplace questions and issues
  • Analysing and interpreting complex information under the Fair Work Act 2009, including Modern Awards and Enterprise Agreements
  • Confidently guiding customers through difficult situations, including referring to relevant online resources
  • Identifying appropriate pathways for customers requiring additional assistance in resolving workplace issues
  • Interacting with customers and providing high quality customer service
  • Operating within a contact centre environment to achieve individual and team performance indicators
  • Simultaneously navigating multiple systems to review and analyse information and record customer data
  • Providing tailored information to employers and employees on workplace relations related to COVID-19


Selection Criteria

  • Problem solving – ability to identify customer issues and think creatively to resolve them
  • Communication – ability to communicate clearly and concisely and deliver excellent customer service to customers with high expectations
  • Ability to interpret information – demonstrated experience in rapidly understanding complex legislation and policies through analytical thinking, research and initiative
  • Building relationships – experience working in a team environment and acting on feedback from your colleagues and managers
  • Achieving results – the flexibility to respond and adapt to changing work demands while monitoring and maintaining your quality and productivity


Eligibility

Australian citizenship is a requirement for employment at the FWO. If you are not an Australian citizen you are not eligible to apply for a position. Please refer to the Applicant Information Kit for further information on eligibility and conditions of engagement.

How to Apply

If you are excited about the opportunity of working at the FWO, please go to our online recruitment system to start your application. As part of the application process, you will be asked to respond to each selection criteria in no more than 200 words.

If you have any questions about this recruitment exercise, please email recruitment@fwo.gov.au. Applications close 11.00pm (AEST) Sunday 31 January 2021.


FREQUENTLY ASKED QUESTIONS – Customer Experience Officer (CEO) role

Do I need contact centre experience to apply?

No, work experience in a contact centre is not required to apply. However work experience in a customer service role is essential.

What happens if I live outside of Melbourne or Sydney CBD locations?

You must be willing to move or commute to these locations. The offices are located in the CBD and are accessible by public transport. If applying from outside Melbourne or Sydney, please indicate in your application which office you are intending to move to.

Can I work from home, and how many days can I work from home, in this role?

It will be a requirement when commencing in the role to work full time in the office. This enables us to provide you with a high level of support whilst you learn your new role. Once you are confident and competent in the role, you may have a discussion with your Team Leader to request a working from home arrangement. These requests are reviewed and approved in line with our working from home policy.

Can I work part time?

Your letter of offer (contract) will state Full-Time as standard, however, upon commencement you can request a part time working arrangement with your Team Leader. The minimum hours you can work Part-Time are 0.8 FTE. It will also be a requirement to work full time during the duration of our induction period (at least the first 6 week period).

 

What will the application and assessment process involve?

The application process will involve a number of steps. This will include the written application, a workplace scenario assessment, and video interview.

You will be notified at each step if you were successful in proceeding to the next stage of assessment.

 

Will I be offered training and support?

You will be provided with a comprehensive induction program upon commencement, which involves 2 weeks intensive training. Each CEO will also be provided with a Coach and Team Leader. They will provide regular feedback about your performance and provide real time assistance when handling customer enquiries . The Coach will work with you on a weekly basis to help build your skills and  address any development areas.

 

What does a typical day of a CEO involve?

A CEO will generally respond to 20-30 customer enquiries each day.

Each customer’s situation is unique. A customer might be an employee, an employer or a representative calling on behalf of someone.

When you first start, calls may take a bit longer to resolve as you become familiar with navigating multiple systems and locating answers to customer enquiries. Once you become more comfortable with the systems and types of questions asked, you will be able to assist a high number of customers.

You will record information in our customer management system, ask further questions to clarify their situation and then search our different databases to assist in providing an accurate answer. Some of the legislation can be quite complex, so you will need to break down the information for the customer to ensure they understand how the legislation applies to their unique enquiry.

At times, you may not be able to resolve the enquiry due to its complex nature. There are multiple escalation points provided to support you and the customer in providing an accurate answer. 

It is also the role of a CEO to identify if a customer requires the FWO’s assistance in resolving a potential contravention of the Fair Work Act. The CEO will gather all required information and then refer the customer to an internal team who will review their issue and provide necessary assistance to try and resolve the issue.

It is a role that will always evolve and keep you interested!

 

Approximately how many calls a day will I be taking?

Generally a CEO will take 20-30 phone calls a day. On average, a call will take approximately 15 minutes. Of course, this depends on how complex the question is and what previous  interactions the customer may have had with the FWO.

Will I only be taking inbound calls, or is there other type of work?

We operate as an inbound contact centre where you will handle inbound calls.

Once more experienced, some CEO’s work across our digital channels such as My Account and Web Chat. Further training and support is provided to respond to these types of enquiries.

What types of questions might a customer ask?

Customers (employers and employees) will contact us to seek assistance on understanding their entitlements and obligations under the Fair Work Act 2009, Modern Awards and Enterprise Agreements.

 

To further understand the types of questions and information we provide customers, we encourage you to visit our website, fairwork.gov.au.

 

The Fair Work Ombudsman and Registered Organisations Commission Entity acknowledges the Traditional Custodians of Country throughout Australia and their continuing connection to land, waters and community. We pay our respect to them and their cultures, and Elders, past, present and future.

www.fairwork.gov.au

Team / Branch: Customer Service Delivery / Customer Services Branch
Location: Melbourne and Sydney
Employment Status: Full-time or Part-time (0.8 FTE)
Employment Type: Non-ongoing / Ongoing
Classification:APS Level 3
Salary Range: $64,730 to $69,770 plus 15.4% superannuation
Closing Date: 11.00pm (AEST) Sunday 31 January 2021


Do you want to start 2021 making a real difference to the Australian Community?

The Fair Work Ombudsman (FWO) was established by the Fair Work Act 2009. Our role is to promote harmonious, productive and cooperative workplace relations and ensure compliance with Australian workplace laws.

We are proud of the work that we do in the regulatory space and our services are free to all workers and employers in Australia. We offer competitive salaries and working conditions.

We are seeking exceptional candidates to fill the role of ‘Customer Experience Officer’ in the Customer Services Branch in Sydney and Melbourne.

The role of a Customer Experience Officer involves working in an inbound customer contact environment, answering a high number of phone calls as well as a limited number of digital enquiries.

You will provide information to callers on a number of workplace relations issues such as wages, leave, entitlements and other complex conditions of employment. You will also need to navigate multiple IT systems to analyse information and record customer data.

Applicants engaged through this process will be employed to work full-time or part-time (0.8 FTE), and will be rostered to work a standard shift anytime between the hours of 8am to 6pm Monday to Friday. The roles are non-ongoing (up to 12 months) with a possibility of becoming ongoing in the future.

We anticipate the assessment stages, including interviews to take place from early February 2021. Please ensure you have access to your email during this time. Positions are likely to commence in March 2021. You will be provided with a comprehensive induction program upon commencement.

For more information about the FWO, please visit www.fairwork.gov.au

 

What We Are Looking For

We are looking for confident communicators that can guide customers through complex enquiries. You need to be able to think on your feet, respond to rapid fire questions and manage at times difficult conversations.

We want people who can get the balance right between managing emotive customers and delivering solutions call after call. There will be times you won’t know the answer, but if you’re the kind of person who is up for a challenge and gets a kick out of using your problem solving skills to get customers the answers they need, you will thrive.

While this job isn’t always easy, it’s rewarding and always interesting. You will be making a difference to the Australian community and get to work with some really great people. We have a great culture and will provide you with the tools, training and coaching needed to excel and grow.

If you are ready to take up this challenge, and think you have what it takes to deliver excellent customer service to customers, apply now!

 

Typical Duties

The duties of a Customer Experience Officer include, however, are not limited to:

  • Identifying customer needs and tailoring advice to each customer to enable them to resolve workplace questions and issues
  • Analysing and interpreting complex information under the Fair Work Act 2009, including Modern Awards and Enterprise Agreements
  • Confidently guiding customers through difficult situations, including referring to relevant online resources
  • Identifying appropriate pathways for customers requiring additional assistance in resolving workplace issues
  • Interacting with customers and providing high quality customer service
  • Operating within a contact centre environment to achieve individual and team performance indicators
  • Simultaneously navigating multiple systems to review and analyse information and record customer data
  • Providing tailored information to employers and employees on workplace relations related to COVID-19


Selection Criteria

  • Problem solving – ability to identify customer issues and think creatively to resolve them
  • Communication – ability to communicate clearly and concisely and deliver excellent customer service to customers with high expectations
  • Ability to interpret information – demonstrated experience in rapidly understanding complex legislation and policies through analytical thinking, research and initiative
  • Building relationships – experience working in a team environment and acting on feedback from your colleagues and managers
  • Achieving results – the flexibility to respond and adapt to changing work demands while monitoring and maintaining your quality and productivity


Eligibility

Australian citizenship is a requirement for employment at the FWO. If you are not an Australian citizen you are not eligible to apply for a position. Please refer to the Applicant Information Kit for further information on eligibility and conditions of engagement.

How to Apply

If you are excited about the opportunity of working at the FWO, please go to our online recruitment system to start your application. As part of the application process, you will be asked to respond to each selection criteria in no more than 200 words.

If you have any questions about this recruitment exercise, please email recruitment@fwo.gov.au. Applications close 11.00pm (AEST) Sunday 31 January 2021.


FREQUENTLY ASKED QUESTIONS – Customer Experience Officer (CEO) role

Do I need contact centre experience to apply?

No, work experience in a contact centre is not required to apply. However work experience in a customer service role is essential.

What happens if I live outside of Melbourne or Sydney CBD locations?

You must be willing to move or commute to these locations. The offices are located in the CBD and are accessible by public transport. If applying from outside Melbourne or Sydney, please indicate in your application which office you are intending to move to.

Can I work from home, and how many days can I work from home, in this role?

It will be a requirement when commencing in the role to work full time in the office. This enables us to provide you with a high level of support whilst you learn your new role. Once you are confident and competent in the role, you may have a discussion with your Team Leader to request a working from home arrangement. These requests are reviewed and approved in line with our working from home policy.

Can I work part time?

Your letter of offer (contract) will state Full-Time as standard, however, upon commencement you can request a part time working arrangement with your Team Leader. The minimum hours you can work Part-Time are 0.8 FTE. It will also be a requirement to work full time during the duration of our induction period (at least the first 6 week period).

 

What will the application and assessment process involve?

The application process will involve a number of steps. This will include the written application, a workplace scenario assessment, and video interview.

You will be notified at each step if you were successful in proceeding to the next stage of assessment.

 

Will I be offered training and support?

You will be provided with a comprehensive induction program upon commencement, which involves 2 weeks intensive training. Each CEO will also be provided with a Coach and Team Leader. They will provide regular feedback about your performance and provide real time assistance when handling customer enquiries . The Coach will work with you on a weekly basis to help build your skills and  address any development areas.

 

What does a typical day of a CEO involve?

A CEO will generally respond to 20-30 customer enquiries each day.

Each customer’s situation is unique. A customer might be an employee, an employer or a representative calling on behalf of someone.

When you first start, calls may take a bit longer to resolve as you become familiar with navigating multiple systems and locating answers to customer enquiries. Once you become more comfortable with the systems and types of questions asked, you will be able to assist a high number of customers.

You will record information in our customer management system, ask further questions to clarify their situation and then search our different databases to assist in providing an accurate answer. Some of the legislation can be quite complex, so you will need to break down the information for the customer to ensure they understand how the legislation applies to their unique enquiry.

At times, you may not be able to resolve the enquiry due to its complex nature. There are multiple escalation points provided to support you and the customer in providing an accurate answer. 

It is also the role of a CEO to identify if a customer requires the FWO’s assistance in resolving a potential contravention of the Fair Work Act. The CEO will gather all required information and then refer the customer to an internal team who will review their issue and provide necessary assistance to try and resolve the issue.

It is a role that will always evolve and keep you interested!

 

Approximately how many calls a day will I be taking?

Generally a CEO will take 20-30 phone calls a day. On average, a call will take approximately 15 minutes. Of course, this depends on how complex the question is and what previous  interactions the customer may have had with the FWO.

Will I only be taking inbound calls, or is there other type of work?

We operate as an inbound contact centre where you will handle inbound calls.

Once more experienced, some CEO’s work across our digital channels such as My Account and Web Chat. Further training and support is provided to respond to these types of enquiries.

What types of questions might a customer ask?

Customers (employers and employees) will contact us to seek assistance on understanding their entitlements and obligations under the Fair Work Act 2009, Modern Awards and Enterprise Agreements.

 

To further understand the types of questions and information we provide customers, we encourage you to visit our website, fairwork.gov.au.

 

The Fair Work Ombudsman and Registered Organisations Commission Entity acknowledges the Traditional Custodians of Country throughout Australia and their continuing connection to land, waters and community. We pay our respect to them and their cultures, and Elders, past, present and future.

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