Call Centre Operator

Total Resource Solutions; Orange City Council; On-site; AUD 52,000 - 55,000; Full time

Benefits offered by this job

Superannuation

Job summary

Total Resource Solutions is recruiting call centre (hotline) staff for a NSW Government department. The role runs ASAP through 30 November 2026 with 9.5 hours per day, six days a week, at an hourly rate of AUD 37.50–40 plus super and applicable OT.

You will handle public inquiries, update logs, and maintain scripts in a fast-paced environment. Experience in customer service and strong communication skills are essential, along with knowledge of NSW agriculture and related stakeholders.

Qualifications

• Experience in community engagement, customer service or similar.
• Broad knowledge of NSW agriculture and associated industries and stakeholders.
• Highly developed communication, interpersonal, conflict resolution and negotiation skills.
• Ability to deliver public information outputs in a stressful and changing environment in line with government communication policies.

Responsibilities

• Maintain currency with hotline scripts and response information.
• Communicate with community members and record conversations and other actions.
• Enter quality data into response data systems, including hotline event logs.
• Identify and report issues that may impact the response, including WHS incidents.
• Report progress to the Hotline Team Leader.

Skills

Customer service

Communication

Public information

Stakeholder engagement

WH&S awareness

Job description

Call centre (hotline) workers required – NSW Government department – ASAP start until 30th November 2026. 9.5 hours per day, 6 days per week. $37.50 - $40 per hour + super (plus applicable OT)

Hotline Crew

Call centre (hotline) workers required – NSW Government department – ASAP start until 30th November 2026. 9.5 hours per day, 6 days per week. $37.50 - $40 per hour + super (plus applicable OT)

Key Accountabilities of the Role

• Maintain currency with hotline scripts and response information.
• Communicate with community members and record conversations and other actions.
• Enter quality data into response data systems, including hotline event logs.
• Identify and report issues that may impact the response, including WHS incidents.
• Report progress to the Hotline Team Leader.

Key Challenges of the Role

• Fast-paced and demanding environment.
• Managing high volumes of enquiries from the public.
• Delivering accurate information during emergency response situations.

Selection criteria

• Experience relevant to the role, including community engagement, customer service or similar.
• Broad knowledge of NSW agriculture and associated industries and stakeholders.
• Highly developed communication, interpersonal, conflict resolution and negotiation skills.
• Ability to deliver public information outputs in a stressful and changing environment in line with government communication policies.