• Customer Service Officer - National Relay Service (Outreach)
• Help people who are deaf or have a hearing or speech impairment to remain connected
• Full-time with staggered shifts (part-time considered) with package around $54,000 pa
• Camperdown, Sydney location

About The National Relay Service (NRS)

The NRS is a phone solution for people who are deaf or have a hearing or speech impairment. The NRS Helpdesk is designed to offer information and provide support to users and potential users of the NRS. NRS Helpdesk Customer Service Officers provide a key point of contact for NRS users, potential users, intermediaries, and the general public.

The NRS offers a friendly, supportive work environment with a deep commitment to delivering quality service - it is about helping customers, not tallying call centre statistics. They recognise that the key component of quality service is their staff (ie, you) and encourage all employees to enhance their skills through project work and career development activities.

About You

You are excited by solving problems with people and delivering positive outcomes for them. You have great empathy, understanding and respect for people with a range of communication styles and backgrounds, including people who have low levels of confidence. You are highly organised, conscientious and professional.

To be successful in this role, you must have:

• Well-developed customer service skills with the ability to communicate clearly, patiently, calmly and responsively, by phone and in writing
• A genuine enjoyment for working together in a small team and taking responsibility for ensuring great service to customers, colleagues and other stakeholders
• The aptitude to work in a structured environment with clear service levels and procedures
• The capability and confidence to quickly understand technical issues and solutions
• A keenness to extend yourself with a range of project work on improving our service
• Accurate database maintenance skills.

Well-regarded (but not essential) are the following:

• A knowledge of issues and commitment to the rights and interests of people with disability
• Experience in living or working with people who are deaf or have a hearing or speech impairment
• An understanding of communications accessibility issues, digital accessibility and/or telecommunications environments.

To provide Australia-wide coverage, we operate staggered shifts with a span of hours from 7.45am to 7.15pm which is adjusted marginally for daylight saving. Please note that this is a contract role until 30 June 2018.