Hotline Crew

Indigeco Pty Ltd; Orange City Council; On-site; AUD 110,000 - 127,000; Full time

Benefits offered by this job

Laptop supplied

Comprehensive training

Onboarding support

Job summary

Indigeco Pty Ltd seeks 20 Hotline Crew members to join a public information response team based in Orange, NSW. This office-based role involves responding to public enquiries, providing accurate information, and recording conversations with careful data entry.

Ideal candidates have experience in customer service, contact centres or community engagement, with strong communication and the ability to stay calm under pressure in a fast-paced setting. Training and support are provided.

Qualifications

• Experience in customer service or contact centre
• Knowledge of NSW agriculture and stakeholders
• Strong verbal and written communication
• Interpersonal and active listening skills
• Ability to manage conflict
• Calm and professional under pressure

Responsibilities

• Respond professionally to enquiries from the community
• Maintain hotline scripts and response information
• Accurately record conversations, enquiries and actions
• Enter information into response management systems and hotline logs
• Identify and escalate issues impacting response activities
• Maintain confidentiality and accuracy of community information
• Complete case notes and administrative follow-up
• Report progress to Hotline Team Leader

Skills

Customer service

Contact centre

Community engagement

Public information

Verbal communication

Written communication

Conflict resolution

Data entry

System learning

Attention to detail

MS Office

Tools

MS Office

Job description

Location: Orange, NSW
Contract: till 30/11/2026 with possible extension
Pay Rate: $40.00 per hour + superannuation
Roster: 6 days on, 1 day off
Hours: 8:00am to 6:00pm, including a 30-minute lunch break
Positions Available: 20
Extension: Possible extension beyond 30 November 2026

Hotline Crew

Location: Orange, NSW
Contract: till 30/11/2026 with possible extension
Pay Rate: $40.00 per hour + superannuation
Roster: 6 days on, 1 day off
Hours: 8:00am to 6:00pm, including a 30-minute lunch break
Positions Available: 20
Extension: Possible extension beyond 30 November 2026

About the Role

We are currently seeking 20 Hotline Crew members to join a public information response team based in Orange, NSW.

This is an office-based role supporting a community hotline. You will be responsible for responding to enquiries from members of the public, providing accurate information, recording conversations and actions, maintaining high-quality data and escalating issues where required.

This opportunity will suit candidates with experience in customer service, contact centres, community engagement, public information or similar high-volume environments who can remain professional and composed in a fast-paced setting.

Key Responsibilities

• Respond professionally to enquiries from members of the community.
• Maintain current knowledge of hotline scripts, procedures and response information.
• Accurately record conversations, enquiries and actions taken.
• Enter accurate and timely information into response management systems and hotline event logs.
• Identify and elevate issues that may impact response activities.
• Report WHS incidents and other safety concerns promptly.
• Provide accurate and consistent public information in line with government communication requirements.
• Manage challenging or sensitive interactions professionally.
• Apply conflict resolution and negotiation skills when dealing with difficult enquiries.
• Maintain confidentiality and accuracy when handling community information.
• Complete case notes, data entry and administrative follow-up activities.
• Report progress, issues and outcomes to the Hotline Team Leader.

What We're Looking For

To be successful, you will have:

• Previous experience in customer service, contact centre, community engagement, public information or a similar environment.
• Knowledge of NSW agriculture, agricultural industries and relevant stakeholders.
• Strong verbal and written communication skills.
• Excellent interpersonal and active listening skills.
• Demonstrated ability to manage conflict and negotiate appropriate outcomes.
• Ability to remain calm and professional when dealing with challenging members of the public.
• Strong attention to detail and accurate data entry capability.
• Ability to quickly learn new systems, scripts and processes.
• Confidence working in a high-pressure and rapidly changing environment.
• Ability to follow established government communication policies and procedures.
• Strong computer literacy and administrative skills.

Working Hours & Roster

• 6 days on, 1 day off roster.
• Rostered day off may fall on any day of the week.
• Standard working hours are 8:0am to 6:0pm.
• Hotline operating hours are 8:0am to 5:0pm.
• The additional hour is allocated to case notes, data entry and administrative follow-up.
• 57 hours per week, including 2.5 hours of weekday overtime plus weekend overtime.

What You Can Expect

• Temporary contract till30 November 2026 with possible extension
• $40.00 per hour + superannuation.
• Full-time, office-based work in Orange, NSW.
• 20 positions available.
• Laptop supplied and configured for successful candidates.
• Comprehensive training and support provided during onboarding.
• Opportunity to contribute to an important public information and community response function.