The AMWU is looking for an Inbound Call Centre Officer in our AMWU Helpdesk.

This full time position involves providing quality service and advice over the phone and via email to the most important people within the Union - our members.  

The Inbound Call Centre Officer is the first point of contact to support the Union’s members with their queries on membership and industrial entitlements and to assist with resolving the key issues and problems they face at work.

Our Helpdesk assists in building the strength of our Union and supports our Officials and Officers in organising and representing members and advocating for their rights at work. 

The successful candidate will have highly developed administrative, time management and complaint resolution skills and will have experience working in a call centre environment.

Our Organisation

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

The AMWU Helpdesk is an integral part of our Union and provides ongoing industrial 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, over five days per week, within the hours of 8am to 8pm, Monday to Thursday and 8am to 5.30pm on Fridays. 

The Opportunity

• Position: Permanent full time.
• Salary: Helpdesk Assistant Research Officer, Level 1 under the AMWU Officials and Officers Wages structure - $70,977.40 plus 11.5% super.
• One RDO per month
• Successful candidates will be subject to a 6 month probationary period. 

Key Role Responsibilities include:

• Timely and accurate provision of advice and solutions to our members and delegates around industrial issues, grievances and disputes
• Record clear and concise notes of all member interactions and address follow-up items
• Research industrial databases and interpret legislation, industrial awards, agreements, union policy and publications
• Perform regular administrative duties associated with membership and industrial inquiries including accurate data entry
• Liaise with organisers and employees in state branches 

Selection Criteria

Essential:

• Commitment to the principles of trade unionism 
• Previous call centre experience
• High level customer service skills 
• Demonstrated experience in conflict resolution and complaint handling procedures
• Strong oral and written communication skills
• Time management & organisational skills with the ability to multi-task
• Strong analytical skills
• Adaptable to change and ability to work well under pressure 
• Proficient in a range of computer skills, particularly in MS Office Suite (Word, Outlook, Excel)
• High level of attention to detail especially in undertaking data entry tasks
• Ability to undertake research using various databases and web based applications
• Interest in industrial relations 

Desirable:

• Demonstrated knowledge and/or experience in the Union movement and its environment
• Experience in responding appropriately to distressing member calls

The AMWU Helpdesk is a small and busy team and we need a person who can work with others and can help to foster a mature, generous and supportive team culture.

To submit your application, click Apply Now.