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Job Title : Contact Centre Consultant

State Government of WA - Innaloo, WA

Customer Service & Call Centre
Source: uWorkin

Source: uWorkin


Contact Centre Consultant

Business Unit/Division: Driver and Vehicle Services
Location: Innaloo, Cannington and East Perth
Position Number: Pool Ref eF 382
Salary: Level 2 $63,172 - $68,256 p.a.PS CSA A 2019
Work Type: Permanent - Part Time, Permanent - Full Time, Fixed Term - Part Time, Fixed Term - Full Time
Closing Date: 2021-05-13 3:00 PM
Attachments: - jdf-00013082 contactcentreconsultant.pdf
- Application Information Pack

The future of transport?

Be part of it

Working for the Department of Transport (DoT) gives you the opportunity to play a part in connecting the people of Western Australia. We are a progressive organisation. We are leaders in providing safe, accessible, sustainable and efficient transport services and solutions that promote economic prosperity and enhance the lifestyles of all West Australians.

There has never been a more exciting time to join our team and be part of the future of transport!

Are you passionate about providing excellent CUSTOMER SERVICE?

Are you COMPUTER SAVVY and quick to learn new TECHNOLOGY?

Are you ready for a CAREER where you will be consistently developing and learning new skills in a MODERN GOVERNMENT AGENCY?

Then this is the career move for you!

The Department of Transport (DoT) is looking for passionate customer service professionals with a can-do attitude to launch their career via its comprehensive training program delivering contact centre services in Western Australia.

  • Bright, modern inbound contact centre with a friendly team environment
  • Work for an innovative Government agency with limitless long-term career prospects
  • Comprehensive training provided
  • Full time 75 hours per fortnight with the following options available:
  • Option A) Monday - Friday, between 7am - 6pm opening hours (Innaloo or Cannington)
  • Option B) Monday - Sunday, 24 hour opening hours (East Perth)
  • $63,172 gross per annum + Super + Loadings

This is a rare opportunity to join one of Australia's largest and most transformative Government agencies. As a genuine employer of choice, we are actively seeking motivated, career-minded people, who want a successful long-term future with us and who can make a significant contribution to public service in the community of Western Australia.

We will train you, develop you and help you achieve your goals!

In this important contact centre role, you will be responsible for assisting customers and resolving their enquiries, with a strong focus on delivering exemplary customer service. You will utilise a range of computer based resources and programs to do so. Your ability to build rapport with customers and work quickly and efficiently will be the key to unlocking success in this role.

We need someone who has

  • Passion for providing excellent customer service
  • A genuine love for helping people and solving complex problems
  • Exceptional verbal and written communication skills
  • An ability to uncover hidden information by asking questions
  • Confidence using computers and an ability to grasp new technology quickly
  • Ability to work within set timeframes and adhere to schedules

Currently available for immediate filling, there are multiple full-time 6 month fixed term contract Contact Centre Consultant opportunities with the possibility of extension or permanency.

This pool may also be used to fill other customer service skilled opportunities that arise at DoT across the Perth metropolitan area.

Successful applicants will be required to obtain a current National Police Clearance at the end of the recruitment process if offered a position. If you already possess at National Police Clearance that is readily available, please attach this to your application. (Providing a clearance upfront is not necessary to apply).

You can expect

  • Not just a job, but an opportunity to develop your career across other areas of transport
  • A varied and exciting role where you will handle a wide range of customer enquiries
  • Training to set you up for success! Training may be on the job, computer or classroom based
  • Contemporary office facilities and on-going modernisation of our licencing centres including the introduction of leading edge technology
  • Support from your manager and team, we have a strong team culture and help each other achieve our customer service goals
  • A competitive salary, and 10% employer contributed superannuation (as of 1 July 2021) and salary sacrifice options.

What is a recruitment pool?

We use recruitment pools to build a bank of talent who we feel might be suited to future opportunities within the Department of Transport. When part of a pool an appointment is not guaranteed.

This advert is for a closed recruitment pool process that may be used to fill new appointments on a full-time or part-time, fixed term or permanent basis within Driver and Vehicle Services (DVS) at various contact centre locations across the metropolitan area.

This pool will be open for a period of twelve (12) months from the date of first appointment.

How to apply

If you've been searching for an opportunity with a well-known & progressive organisation, with fantastic career options, then apply as follows.

The attached applicant information pack will provide you with some useful information that may assist you with the preparation of your application.

We require you to submit:

  1. A detailed resume that clearly outlines the skills and experience you have gained that are relevant to the attached job description form (JDF); and
  1. A covering letter (maximum 2 pages) that directly answers the following 3 questions:
  • Question 1: What attracted you to apply to work in the DoT Contact Centre?
  • Question 2: What attributes do you posses that will make you a great Contact Centre Consultant?
  • Question 3: Which of the above Options A and/or B are you interested in working? (please indicate at least one choice or both)

NOTE: ensure that your cover letter clearly contains these questions in bold font with your answer directly beneath each.

  1. If you already possess a current National Police Clearance that is readily available, please attach this to your application. However note that providing a clearance upfront is not necessary to apply.

Please ensure you allow sufficient time to submit your application, as late applications will not be accepted.

Click on the "Apply for Job" button located on the bottom of this page to submit your application.

Please note that if deemed necessary we may choose to conduct a Candidate Search to supplement the field of applicants.

Equity and Diversity Statement

The Department of Transport promotes diversity and a workplace that is free of discrimination. People from culturally diverse backgrounds, Aboriginal Australians and people with a disability are encouraged to apply.

Subsequent Vacancies

Applicants found suitable but not recommended for this vacancy, may be considered for subsequent similar vacancies in accordance with Part 5 (General Appointment) of the Commissioner's Instructions: Filling a Public Sector Vacancy.

Whilst new appointments may commence on a fixed term basis, there may be the possibility of extension and/or permanency in the future.

Any questions?

For a confidential conversation about the role, please contact:

  • Option A enquiries: Leila Hafza, Contact Centre Team Leader on 9215 1245
  • Option B enquiries: Jenine Dyason, Customer Information Centre Manager on 9323 4059

If you have a question about submitting your application or would like more information on the recruitment process, please contact the DoT People and Culture team on 6551 6888.

We have a great culture and live our values of Clear Direction, Fresh Thinking, Excellent Service and Great People.