The AMWU is seeking an Inbound Helpdesk Officer for our AMWU National Helpdesk. This full-time position involves providing quality service and advice over the phone and by email to our Union members.

Our Helpdesk inbound call team supports AMWU members with their queries on AMWU membership, their industrial entitlements, and assists our members with the issues and problems they face at work. Our Helpdesk exists to build the strength of our Union and supports our organisers and officials in organising and representing members and advocating for their rights at work.

The successful candidate should have experience working in an inbound contact centre environment. Further, the successful candidate should have well developed customer service, administrative, time management and complaint resolution skills.

Our organisation

The AMWU is one of the largest manufacturing trade unions in Australia. We represent workers in the metals trades, printing, paper industry, vehicle industry, food, and confectionary industry as well as technical trades and professions.

The AMWU Helpdesk is an integral part of our Union and provides support, advice, and assistance to our valued members in workplaces nationwide.

The AMWU Helpdesk is located at the Union’s National office in Granville NSW.

Hours of work

38 hours, 5 days per week, within the range of 8am to 8pm, Monday to Thursday, and 8am to 5.30pm on Fridays.

The opportunity

The position is a fixed term contract position of 12 months and is graded as an Assistant Research Officer Grade 1 - $67,300.00 per annum plus 11.0% super.

The successful candidate will be subject to a 6 month probationary period.

Key role responsibilities include

• Providing accurate telephone and written advice to our members and delegates around member entitlements, workplace issues and disputes
• Gaining first call resolution to incoming enquiries - following up with our members, where appropriate, to make sure their needs have been met
• Recording detailed and concise notes of all member interactions
• Growing the Union by processing new membership applications from potential AMWU members, who may or may not have pre-existing workplace issues
• Performing regular administrative duties associated with AMWU membership
• Working closely, in a collegial way, with the National office and state branches of the AMWU.

In addition to this function, there may be an outbound call component to the role, where you may be required to call our delegates/members, to advise them of meetings and/or to conduct surveys, etc.

Selection Criteria

Successful applicants should have a commitment to worker’s rights and the principles of trade unionism. Ideally, the applicant will hold a tertiary qualification and/or have equivalent experience in industrial relations, the social sciences, or economics. This is preferred but not necessarily essential.

We require a person with the following:

• Previous inbound phone contact centre experience
• High level customer service skills
• Experience in conflict resolution and complaint handling
• Strong oral and written communication skills
• Ability to research industrial databases and interpret legislation, industrial awards, enterprise agreements, employment contracts, codes of practice, union policies and publications
• Time management and organisational skills with the ability to multi-task
• Strong analytical skills
• Adaptable to change with the ability to work well under pressure
• Quick accurate keyboard skills with experience in Microsoft Office suites and internet search engines
• Strong interest in industrial relations.

The AMWU National Helpdesk is a small and busy team. We need a person who can work well with others and can help us to foster a mature and supportive team culture.

Please contact the AMWU Helpdesk Co-Ordinator Matthew Gilfillan on 1300 732 698 for further information regarding the position.

The AMWU is an equal opportunity employer