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The Aged Care Quality and Safety Commission (the Commission) was formed on 1 January 2019. The role of the Commission is to protect and enhance the safety, health, wellbeing and quality of life of people receiving aged care.

The Commission is the national end-to-end regulator of aged care services and the primary point of contact for consumers and providers in relation to quality and safety. Our vision is to support a world-class aged care system driven by empowered consumers who enjoy the best possible quality of life.

Position Description

Senior Customer Contact Officers are responsible for:

· providing an accessible, efficient, consistent and user orientated experience in accordance with the Commission’s guidelines and procedures.

· identifying and escalating risks to the Team Leader

· identify opportunities to improve the customer experience and efficiency.

Senior Customer Contact Officers also support the Team Leader by carrying out additional administrative duties under their direction; and mentoring and training Customer Contact Officers.

As the role of the Customer Contact Team is maturing, the team may take on new responsibilities over time and therefore, flexibility and the ability to engage positively with change is required.

Key accountabilities

· Respond to contacts via phone, email and web forms during business hours based on a team roster.

· Serve as an escalation point for APS 4 staff, provide support and guidance to staff in order to identify and resolve more complex issues.

· Provide timely resolution of contacts in accordance with Commission’s guidelines and under the direction of the Team Leader.

· Ensure accurate and timely recording of contacts using the Commission’s record and business systems, including Resolve, MS Teams, SharePoint, Outlook, and Excel

· Provide information to educate customers on the role of the Commission or where appropriate, refer customers to other organisation better placed to respond to their contact.

· Develop positive and collaborative working relationships with team members.

· Obtain and maintain a basic and up to date understanding of an aged care provider’s responsibility and seek Team Leader support and guidance when needed.

· Contribute to the priorities of a team and effectively manage workloads.

· Attend, and participate in, team meetings or training when required.

Essential Requirements

· Experience providing excellence in customer service in a contact centre or similar environment.

· Demonstrated skills in time management, multi-tasking and attention to detail.

· Demonstrated problem-solving skills, including the ability to identify risk and work within guidelines.

· The capability to adapt your communication style to meet the needs of the customer.

· Demonstrated track record of showing initiative and drive to see that goals are achieved while maintaining a positive, empathetic, and professional attitude.

· Mentoring skills with the ability to provide coaching and support to other team members.

· The ability to work calmly under pressure and remain resilient and committed.

· The ability to work within the 7am-7pm bandwidth and if required, weekends.

Desirable Requirements

· An understanding of the aged care sector or similar environments.

· Experience with Genesys Contact Centre technology and Resolve Case Record Management (CRM) System or ability to quickly acquire the knowledge.

Position Notes

Salary offered will be between $79,854 - $86,359 per annum depending on skills and experience. In addition, 15.4% superannuation will be paid.

Only candidates who hold Australian citizenship can apply. Appointment is conditional on successfully completing a national police check. For more information please visit www.apsc.gov.au/citizenship-aps

In your application please provide a statement of claims against the Eligibility Requirements in no more than 600 words.

Non-ongoing opportunity will be offered for an irregular/intermittent term. Opportunities will be offered for varying periods up to 18 months with a possibility of extension to a maximum of three years.

Merit Pool established through this selection process may be used to fill this or future ongoing or non-non-ongoing vacancies.

Your application will be assessed on your ability to demonstrate that you possess the required skills, knowledge, experience and qualifications to perform the role as outlined above.

How to Apply?

1. Visit the Commission’s website at www.agedcarequality.gov.au/about-us/careers where you will find current vacancies and instructions on how to complete your application.

2. Your application should include:

· a statement of claims (no more than 600 words) outlining your experience against the position requirements and why you would like to work with us.

· your resume, including two referees one of which must be your current or most recent line manager.

3. Your application must be submitted via www.agedcarequality.gov.au/about-us/careers  by 11.59pm (AEST) Sunday 5 February 2023.

Only completed applications will be accepted.

Contact Officer:

Please contact our recruitment team on (02) 9633 3262 or recruitment@agedcarequality.gov.au for assistance with accessing our website or with lodging your application. To discuss the role in more detail, please contact Alexia Taulelei, Assistant Director, Customer Contact Team on (03) 9843 1486 or via email Alexia.Taulelei@agedcarequality.gov.au with Position title in the subject line.

Further information:

The diversity of our staff is very important to us. We welcome and actively encourage applications from people with disability, women, and people with culturally and linguistically diverse backgrounds. We recognize the richness of Aboriginal and Torres Strait Islander cultures and the unique knowledge Aboriginal and Torres Strait Islander employees bring to our workplace, policy development and service delivery. We welcome and actively encourage applications from Aboriginal and Torres Strait Islander people.

For further information about the Quality Commission, office locations and other related resources, please visit https://www.agedcarequality.gov.au/.

For more information on the Australian Public Service, please visit


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