Contact Centre Agent

Melbourne
Eastern Suburbs
Call Centre & Customer Service
Customer Service - Call Centre
$28.32/hr + super
Full time
Posted 3d ago

I-MED Radiology is Australia’s largest medical imaging network with more than 240 clinics located throughout Australia and with just over 4500 employees. We are united by a vision to be the most trusted medical imaging specialists committed to consistently delivering high quality and expert care and to ensure better outcomes for our patients.

Why We Are Recruiting

It is an exciting time for our Contact Centre Team as we have relocated our expanding operations to a newly refurbished office space in Mount Waverley. The move has allowed us to accommodate our growing team, and with this increased capacity, to actively recruit a large number of enthusiastic, full time customer service professionals to join our fantastic contact centre team.  

Location

The new office is on Ferntree Gully Road, Mount Waverley and is well serviced by public transport and some parking facilities.

The Role

You will be managing predominantly inbound calls from patients and healthcare providers in a high-volume dynamic contact centre environment.  The role will see you make and amend bookings for their medical imaging procedures, provide general preparation advice and provide billing information relating to the procedure or clinic they will attend.

This is an environment of regular change that will enable you to work and support patients and healthcare professionals across multiple regions and across multiple service delivery channels (telephone, online and email).

Rostering & Working From Home

Our contact centre currently operates 07:00am to 06:00pm, Monday-Friday, with all staff expected to be flexible to work rotating rosters. After an initial induction period, and subject to performance review, agents also have the option to participate in overtime with rosters provided 4 weeks in advance.

Depending on your performance, individual preference and on occasion with COVID restrictions, there will be opportunities to work from home in a hybrid model after 6 months of employment. While staff will not permanently work from home there will be options to balance onsite and work from home, providing successful applicants have an appropriate and safe work space and reliable internet connection at their home. 

Training

We will set you up to succeed with initial induction training which runs for 2 weeks including comprehensive classroom participation, with additional on the floor support, monitoring and ongoing coaching, feedback and development.

Radiology is a complex and fascinating subject. While it may be a lot of information to absorb, we are confident a combination of our training, ongoing support, your natural curiosity and perseverance will see you swiftly master the subject matter and successfully utilise it in your role.

Contact Centre Environment

You may not have worked in a contact centre environment before and that should not stop you applying to this exciting opportunity. The contact centre is deliberately a highly managed and monitored environment, providing regular individual and team feedback to support you in achieving your KPIs and become a valued member of I-MED.

We Offer

  • A commencing pay rate of $28.32 / hr plus superannuation
  • Commitment to your health and well-being with access to our employee assistance programme and fitness platform
  • A collaborative and professional working environment with flexible work options
  • Comprehensive induction training and ongoing development opportunities through the I-MED Academy
  • A range of employee benefits such as paid parental leave, discounted health insurance, travel benefits and much more
  • A Contact Centre Reward and Recognition Programme
  • Opportunity to be part of a fun, dedicated team that celebrates wins and successes! Join in on regular team activities, morning teas and themed dress days for special occasions like the Grand Final, Halloween, Christmas, and lots more!

What The Candidate Will Offer Us

We want you to become as successful as our best agents who are resilient, with a positive and empathetic customer focused attitude, self-motivated, reliable and conscientious in their approach to work. They are capable of receiving and acting on regular feedback and understand it is provided to assist them and our team to deliver the best service to our customers. You should enjoy working in a fast paced, innovative workplace and be adaptive to change.

It is our preference that you have contact centre experience or, at a minimum, extensive customer service experience in a high volume, complex customer service environment.

Successful applicants will have excellent English communication skills, great telephone manner, good PC and systems skills, with a reasonable typing speed and accuracy.

How do you apply?

If this sounds like you, please click the apply link and ensure you attach an up-to-date resume and complete all contact details including your email address for a prompt acknowledgement of your application.

Applications close Friday, 29th October. Please only use the apply link, applications will not be accepted via any others channels at this time.

Due to training requirements and on the job support, and to ensure you have enough contact time to master your role, we prefer that you have no planned extended leave for the first 6 months in the role.

To apply you must have unlimited, full permanent working rights in Australia.

If you’re looking for the next step in your career and are passionate about the delivery of excellence within healthcare services, we encourage you to apply today.

Discover new opportunities and join us on the journey to become the most respected and trusted medical imaging specialists in the world.

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