Contact Centre Representative

Chandler Macleod Group; Newcastle City Council; Hybrid; AUD 33,000 - 39,000; Part time

Benefits offered by this job

Hybrid work

Transition to permanent

Sign-on bonus $1500

Job summary

Hunter Water is seeking a dedicated Contact Centre Representative for Newcastle. The role supports customers across voice, digital, email, and in-person channels with a focus on first-contact resolution.

It offers a casual contract with a hybrid setup once trained and shifts Monday to Friday with optional Saturday work. Join a well-regarded employer in a supportive call-centre environment in the Lower Hunter region, with opportunities to transition to permanent employment and a $1,500 bonus on

Qualifications

• Minimum 1-2 years’ experience in a contact centre or customer service role across voice, digital, email, and face-to-face channels.
• Ability to interpret complex data and translate to customers in a professional manner.
• Willingness to commit to reliable attendance and work from the office on scheduled days.

Responsibilities

• Provide consistently high-quality customer service by interpreting and resolving first-contact enquiries across voice, digital, and email channels.
• Act as a first point of contact for customers and deliver timely, accurate information.
• Identify and escalate more complex enquiries to ensure prompt resolution with regular updates to the customer.
• Support continuous improvement within the Contact Centre and participate in quality assessments.
• Utilise a range of systems and telephony tools to triage, refer or elevate tasks as needed.

Job description

Contact Centre Representative

Location: Newcastle & hybrid once trained
Contract : Casual contract, long term for right candidate
Shifts : Monday-Friday with optional Saturday once trained

Broaden your customer service skills and gain top notch industry knowledge within a fast-paced yet supportive call-centre environment!

Chandler Macleod’s Business Support team are looking for dynamic contact centre representatives to join an iconic employer of choice in the Newcastle region.

Hunter Water is dedicated to delivering essential services including drinking water, wastewater, recycled water, and some stormwater management to more than 600,000 residents and businesses across the Lower Hunter region. They strive to be a forward-thinking business that operates with vision and purpose. It's an exciting time to be part of their team.

• Work for an organisation renowned for its excellent supportive team environment & brilliant work culture
• Hybrid arrangements + modern harbourside offices
• Opportunity to transition to permanent employment
• $1500 bonus on transition to permanent!

About the role

As an experienced Contact Centre Representative, you are people-orientated and adaptable, with outstanding problem-solving skills. By applying knowledge, empathy and professionalism you will assess and fulfil customer needs as the first line of support through the Contact Centre.

Being a constant point of contact for customers, you can create and/or completely transform a customer’s experience. For this reason, it is important that you are approachable, friendly and well-informed with a passion for assisting people in times of need.

To be successful in this role, you will:

• Provide consistently high-quality customer service by interpreting and resolving first-contact enquiries across voice, digital, and email channels. This includes face to face interactions across the Customer Service centre.
• Recognise and navigate the complexities in customer enquiries, identifying nuanced situations that may not fit into clear-cut categories.
• Exceed customer expectations by proactively seeking opportunities to enhance their experience.
• Identify and escape more complex enquiries and transactions to ensure the timely and effective resolution of issues, providing regular updates to the customer.
• Take an active interest in the Contact Centre and individual performance to achieve customer satisfaction and performance targets
• Participate in regular quality assessments and in operational and performance discussions.
• Actively engage in and support continuous improvement process within the Contact Centre
• Effectively use a range of systems, technology and telephony solutions to undertake work tasks, triage, refer or elevate work tasks

About you

Demonstrating a desire to learn and progress within the role, you will actively seek and embrace feedback to identify areas for growth and improve overall performance.

Naturally, you’ll bring a commitment to customer service, business improvement, Company Values and Customer Commitment along with a strong team-focused work ethic with the ability to achieve individual and group objectives.

In addition you will have:

• Minimum 1-2 years’ experience in a contact centre or customer service role across voice, digital, email, and face-to-face channels along with proven ability to deliver first-contact resolution and meet customer service targets
• An ability to interpret complex data and confidently translate to customers in a professional manner
• Confident to navigate multiple systems, technology platforms, and telephony tools to source relevant information quickly
• Willingness to commit to reliable attendance of shifts and the requirement to work from the office on scheduled days