Response Officer - Non Shiftwork

Origin Energy Limited; Melbourne; On-site; AUD 60,000 - 80,000; Full time

Job summary

Origin Energy in Melbourne is seeking a Response Officer to join the National Response Centre in the Melbourne CBD. You will handle inbound safety, emergency, fault and welfare-monitoring calls for essential-service customers, often in urgent or stressful situations.

The role is full-time and onsite, with a 38-hour week on a rotating roster. You’ll work across multiple computer systems, gather accurate information, and dispatch appropriate responses within strict timeframes while maintaining a

Qualifications

• Remain calm and focused when speaking with distressed or frustrated callers.
• Experience in a busy inbound contact-centre or response environment.
• Confident across multiple computer systems concurrently.
• Strong written and verbal communication skills.
• Listen carefully, ask clear questions and record information accurately.
• Comfortable following structured processes and procedures.
• Excellent attention to detail.
• Move quickly between calls, tasks and priorities.
• Take accountability for your performance and development.
• Attend rostered shifts, including weekends and public holidays.

Responsibilities

• Responding to inbound emergency, fault, safety and welfare-monitoring calls.
• Ask the right questions and accurately recording call information.
• Enter information into multiple systems while speaking with callers.
• Process updates and changes relating to active incidents.
• Dispatch service orders within regulatory and contractual timeframes.
• Escalate incidents with safety or operational risk.
• Keep callers informed with a calm, professional experience.
• Follow documented processes, procedures and compliance requirements.
• Work closely with Dispatchers and Senior Response Officers.

Skills

Calm under pressure

Multitasking

Effective communicator

Attention to detail

Excellent listening

Job description

Select how often (in days) to receive an alert:

• Make a real difference by supporting essential services and community safety.

Join a team that's All Kinds of Useful

At Origin, being useful is more than a tagline - it’s how we approach work every day. As a collective, we’re a team that thrives on finding better ways, working together, and owning our impact. From powering homes to delivering award-winning internet and helping to lead Australia’s energy transition. If you’re driven by purpose and excited to be part of something bigger, we’d love to have you on the journey.

About the role

Join our National Response Centre team in our Melbourne CBD office on Bourke Street.

As a Response Officer, you will handle inbound safety, emergency, fault and welfare-monitoring calls on behalf of customers across essential-service industries, including energy and water.

This is not a standard customer service role. You will often speak with customers during urgent, stressful or safety-related situations. You will need to remain calm, gather accurate information, follow established procedures and arrange the appropriate response within strict timeframes.

You will work across several computer systems while speaking with callers, recording important information and dispatching work to field teams.

Important roster information

This is a full-time, onsite role working 38 hours per week across a rotating roster.

You must be available to work:

• Eight-hour rotating shifts
• Shifts scheduled between 6:00am and midnight
• Monday to Sunday
• Weekends and public holidays

Please consider the roster requirements carefully before applying.

What you will be doing

Your responsibilities will include:

• Responding to inbound emergency, fault, safety and welfare-monitoring calls
• Asking the right questions and accurately recording call information
• Entering information into multiple systems while speaking with callers
• Processing updates and changes relating to active incidents
• Dispatching service orders within regulatory and contractual timeframes
• Escalating incidents that may present an increased safety or operational risk
• Keeping callers informed while providing a calm and professional experience
• Following documented processes, procedures and compliance requirements
• Working closely with Dispatchers and Senior Response Officers

What we are looking for

You will be suited to this role if you:

• Remain calm and focused when speaking with distressed or frustrated callers
• Have experience working in a busy inbound contact-centre or response environment
• Can confidently work across multiple computer systems at the same time
• Have strong written and verbal communication skills
• Can listen carefully, ask clear questions and record information accurately
• Are comfortable following structured processes and procedures
• Have excellent attention to detail
• Can move quickly between different calls, tasks and priorities
• Take accountability for your performance and development
• Can reliably attend rostered shifts, including weekends and public holidays

Experience in emergency response, dispatch, security monitoring, utilities, roadside assistance, logistics or another high-pressure contact-centre environment would be advantageous but is not essential.

What we offer

• A centrally located Melbourne CBD office
• First seven weeks of structured, onsite training and onboarding
• Comprehensive training and ongoing support
• The opportunity to support essential services and community safety
• Discounted Electricity, Gas & Internet services

Before applying

Please ensure you are comfortable with:

• Working fully onsite (no remote)
• Working a seven-day rotating roster
• Starting as early as 6:00am or finishing as late as midnight
• Working some weekends and public holidays
• Handling urgent, complex and occasionally distressed callers
• Completing accurate data entry while managing inbound calls

Origin - Where good change happens

At Origin, we’re powered by people who believe in creating change.

We are committed to fostering a diverse, gender equitable workforce, where everyone is welcome, and all applications are evaluated on merit and potential. We encourage applications from Aboriginal and Torres Strait Islander Peoples, people living with disabilities, culturally diverse people, any stage in life, people with intersex variations and people within LGBTQ+ communities, including trans and gender diverse.

Enjoy a challenging career in an exciting industry where you can grow and explore your potential. If you think you have transferable skills, an appetite to learn and would be a great fit, we’d love to hear from you.

Here’s a little about us: https://www.originenergy.com.au/about/careers/

Background checks may be required to determine your suitability for this position as part of the recruitment process and during your employment. These checks may include police checks, AusCheck, medical assessment and/or drug and alcohol testing.

Please note unsolicited CVs from agencies will not be accepted.

Origin recognises Aboriginal and Torres Strait Islander Peoples as the Traditional Custodians of country throughout Australia, and we pay our respects to Elders past, present and future.