Waste Services Booking & Support Specialist

Chief Magazine, Inc.; Newcastle; Hybrid; AUD 30,000 - 39,000; Part time

Benefits offered by this job

Hybrid work

Path to permanent employment

Supportive team culture

Job summary

Hunter Water in Newcastle is seeking a Contact Centre Representative to join the team on a part-time casual basis. Hybrid work arrangements are available once trained, with shifts 8am–1pm or 12pm–5pm.

You will handle first-line inquiries across voice, email and digital channels, delivering high-quality service while learning our systems and processes. This role offers a pathway to permanent employment.

Qualifications

• Minimum 1-2 years’ experience in a contact centre or customer service role across voice, digital, email, and face-to-face channels.
• Proven ability to deliver first-contact resolution and meet service targets.
• Ability to interpret complex data and translate to customers professionally.
• Willingness to 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.
• Recognise and navigate complex customer enquiries and escalate where needed.
• Exceed customer expectations by proactively improving their experience.
• Take an active interest in Contact Centre performance and participate in quality assessments.
• Use a range of systems and telephony tools to complete tasks and triage work.

Job description

Job Description

Contact Centre Representative
Location : Newcastle & hybrid once trained
Contract: Part time ongoing casual contract
Shifts: 4 half days per week (8am to 1pm OR 12pm to 5pm)

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

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 elevate 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

It is not required to quote the apply button instruction as it is a call to action. This end of the role description.

Contact Centre & Call Centre Professionals

Hire Resolve is assisting call centre and contact centre organisations in hiring experienced call centre professionals for multiple mid–senior opportunities across customer operations, service delivery, sales performance, and contact centre leadership. This is a multi-role opportunity spanning operations management, team leadership, quality assurance, training, workforce management (WFM), customer experience (CX), and performance optimisation—with clear progression toward senior leadership roles (Senior Manager, Head of Contact Centre, and Director-level positions).

Description
Hire Resolve is assisting call centre and contact centre organisations in hiring experienced call centre professionals for multiple mid–senior opportunities across customer operations, service delivery, sales performance, and contact centre leadership. This is a multi-role opportunity spanning operations management, team leadership, quality assurance, training, workforce management (WFM), customer experience (CX), and performance optimisation—with clear progression toward senior leadership roles (Senior Manager, Head of Contact Centre, and Director-level positions).

Key Responsibilities

• Lead and optimise day-to-day contact centre operations across voice, email, chat, and digital channels
• Manage team leaders/supervisors and drive performance through coaching, KPIs, and structured scorecards
• Improve customer experience outcomes (CSAT, NPS, first contact resolution) while balancing efficiency, cost-to-serve, and service levels
• Partner with WFM to manage forecasting, scheduling, real-time adherence, occupancy, and capacity planning
• Implement QA frameworks, calibration routines, root-cause analysis, and continuous improvement initiatives
• Oversee onboarding, training, and knowledge management to maintain consistent service standards
• Produce and present performance reporting (AHT, ASA, abandonment, conversion, complaints, attrition) with actionable improvement plans
• Support contact centre technology adoption (CRM, CCaaS/telephony platforms, diallers, QA tools, analytics/BI)
• Ensure customer handling and data practices align with internal governance and applicable privacy requirements
• Maintain a safe working environment aligned with WHS expectations, policies, and site procedures

Requirements

• Education/qualifications: Certificate IV, diploma, or bachelor’s degree preferred (Business, Management, Communications, Analytics, or related). Equivalent experience considered for strong profiles
• Experience: Typically 6–12+ years in call centre/contact centre environments, including 3–6+ years in leadership or specialist ownership (Team Leader, Contact Centre Manager, Operations Manager, WFM/QA/Training Manager, Senior Manager)
• Core capabilities:
• People leadership, coaching, performance management, and change delivery
• KPI-led operations management and continuous improvement (Lean/Six Sigma exposure beneficial)
• WFM fundamentals (forecasting, scheduling, real-time management, adherence)
• Quality assurance, training design, escalations/complaints management, and CX improvement
• Strong stakeholder management across Operations, IT, Compliance, Sales, and HR
• Systems/tools (varies by role): CRM/case management platforms (e.g., Salesforce, Zendesk, ServiceNow), CCaaS/telephony platforms, diallers, WFM tools, QA platforms, and reporting (Excel/Google Sheets; BI tools)
• Work rights: Candidates must have (or be able to obtain) the right to work in Australia

Benefits

• Extra Superannuation - Pension plan
• Unpaid Extended Leave
• Training & Development