Contact Centre Officer Job at iCare – in Sydney NSW

Job Description

icare is currently seeking an experienced Contact Centre Officer with a commercial mindset and a passion for social impact to join the icare team.

Make an impact and join a social insurer

Permanent Full-Time Opportunity

Salary from $74,117 + superannuation

About Us

We’re an evolving organisation, one that’s as supportive and socially conscious as it is agile and explorative. Our DNA of commercial mind and social heart captures who we are at our core.

Working within our Dust Disease Care (DDC) team you will work with a diverse mix of creative, curious, and smart, hardworking people who really care about making a difference for people and the NSW community. You will have a mind for getting things done and a heart for people and you will set the bar high through the quality of the work you do and the people-oriented decisions you make.

About the Role

As Contact Centre Officer you will report to the Head of DDC and be the first point of contact for clients and their families contacting the DDC team. Ideally with a disability background and with community-based health knowledge, you will have empathy and compassion when aiming to manage the callers’ needs before looking to refer to others for resolution. You will have previous experience in call centre and/or client service roles and knowledge of the Genesys system is an advantage.

The role involves:
Ensuring all calls are answered and adhere to KPI’s ensuring all calls are treated with careful judgement and empathy as an initial point of contact for emotionally distressed clients

Understanding the request and determine the most appropriate and cost-effective services and next steps to meet customer needs and ensure that information given is in accordance with legislation, policies and procedures.

Undertake other administrative duties as required which may include receiving and paying invoices, chasing up outstanding payments and data entry.

Proactively contact and provide information to stakeholders and respond to enquiries as required by the business.

Maintaining and updating caller records to support the service delivered by DDC

Contributing to the continuous improvement of services, including recommending changes to processes, policies, and procedures.

If you think you’re the right person for this role, send us your resume. Don’t delay as we’re assessing applications as they are received. We’d love to hear how your capabilities, achievements and experience set you apart.

We know our strength comes from the diversity of our people and so we want people with different experiences and backgrounds to apply. We recognise the importance of balance and flexibility and understand that it’s not a one size fits all approach, so we’d be happy to talk about and consider your specific needs.

If there are any accessibility adjustments you need to help you be able to apply for this role, or if you require any further information about the role, please contact Sheridan Pearce on [email protected]

We are a 2021 Circle Back Initiative Employer – we commit to respond to every applicant.

Please note that you must be an Australian citizen or a permanent resident of Australia or a New Zealand citizen with a current New Zealand passport to apply for this role.

icare is the brand of Insurance & Care NSW

For more information about icare visit our website

icare operates a direct sourcing model so no agency introductions will be accepted

Apply here

About Company

Company: iCare –
Company Location:  Sydney NSW
Job Category:

About iCare -