Response Officer - Non Shiftwork (Melbourne)

About the role This is a unique opportunity to join the National Response Centre business working onsite in our premium grade CBD Bourke St office. As a Response Officer, you’ll be working in a dynamic, quick paced, ever-changing environment, where you will be responsible for delivering an exceptional response experience providing critical services to the communities in which our valued customers operate across several industries, including but not limited to Water and Energy providers. To be successful in the Response Officer role, you’ll need demonstrated experience with using multiple computer systems at any given time, have clear and effective communication skills with high proficiency in data collection and recording, and possess the ability to remain calm and composed under pressure. Successful applicants will thrive and be comfortable in a response centre workplace where the shift is dedicated to responding to a range of fault, emergency and employee safety service calls and associated dispatch functions. This role cross skills across all functions within a response environment and therefore suits those able to adjust and pivot from task to task, call to call to deliver a quality response meeting rigid response timeframes and regulatory and compliance obligations. Day-to-day duties
- Accurately and timely capture of call related information, entering all information received into relevant systems for use by a Dispatcher.
- Processing updates and further information regarding an event status.
- Managing a range of customer enquiries relating but not limited to inbound safety and welfare monitoring service calls, emergency, non-emergency, and fault calls.
- Providing an excellent customer experience.
- Dispatching of service orders within regulatory and contractual timeframes, providing notification to the Senior Response Officer if this performance measure is at risk of being breached.
- Notifying the Senior Response Officer immediately of any incident which has the potential to escalate.
- Living our Values & Behaviours What you’ll bring
- You’ll need to be a self-motivated, flexible, proactive problem solver who can also work under instruction.
- Able to work and thrive in a fast-paced inbound emergency response centre that is constantly changing and staying calm under pressure.
- Maturity and discipline to deliver consistent quality results across all facets of engagement.
- Ability to facilitate a rotating roster comprising of 8-hour shifts that can be rostered in a span of hours between 6am through midnight, Monday to Sunday, including Public Holidays for a 38-hour working week.
- Positive ‘can do’ approach to all that you do.
- Strong written and verbal communication skills, with the ability to obtain and relay information correctly.
- High competency working with computers across multiple CRM applications and standard Microsoft suite of products simultaneously and interchangeably at any given time.
- High attention to detail and ability to follow and adhere to processes and operating procedures.
- Ability to adjust to constantly changing environment.
- Accountability for own performance, development, and contribution in a professional work workplace.
- Experience in dispatching of emergency field resources desirable, but not essential. 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. 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. Apply on Kit Job: kitjobau.com/job/3rq20q