Locations: Brisbane and Melbourne
Employment Type: Full-Time or Part-Time, Ongoing/Non-ongoing
The role of the Commission is to protect and enhance the safety, health, wellbeing and quality of life of people receiving aged care.
The Commission is the national end-to-end regulator of aged care services and the primary point of contact for consumers and providers in relation to quality and safety. Our vision is to support a world-class aged care system driven by empowered consumers who enjoy the best possible quality of life.
We aim to build confidence and trust in aged care, empower consumers, promote best practice service provision, promote quality standards and hold providers to account for their performance against the expected standards of care. We seek to promote an aged care system that develops safer systems of care, inculcates a culture of safety and quality, and learns from mistakes, while providing the oversight that can assure the community that aged care services are operating as they should, including working on continuous improvement.
Customer Contact Team:
The Customer Contact Team (CCT) is one of the first points of contact for consumers, aged care providers, and other members of the public to engage with the Commission. The CCT responds to a range of contacts including enquiries, feedback, out of scope contacts, and complaints via phone, email, web, and post.
The Customer Contact Team is a dynamic and fast paced environment where no day is the same.
Purpose of position:
The Customer Contact Officer plays a pivotal role at the Aged Care Quality and Safety Commission (the Commission). Customer Contact Officers are the first contact and responder to consumer enquiries from the public and aged care service providers about the quality of aged care services provided by the Australian Government approved service providers, or the functions of the Commission.
Working under the general supervision of a Team Leader, Customer Contact Officers respond to a range of communication channels including phone, email, online and post for enquiries, feedback, complaints, and notifications. Customer Contact Officers undertake research and interpret relevant legislation, policies, and procedures within defined parameters to make decisions and use judgment to determine consumer needs.
Key Accountabilities
- Clearly communicate with internal and external stakeholders and provide advice on a range of matters including moderately complex enquiries and out of scope enquiries
- Provide accurate and timely support and guidance to consumers through a range of communication channels including phone, email, online and post for enquiries, feedback, complaints notifications, and the Commission’s enquiry mailbox
- Collect, collate and consider information about complaints in preparation for allocation
- Assess and escalate risks regarding more complex enquiries, and complaints to senior officers
- Applying knowledge of procedures, legislation and delegation to resolve enquiries and escalate matters in a timely manner within agreed service level agreements
- Identify and priorities consumer who may be experiencing vulnerable circumstances, in distress or who have accessibility needs, and escalating potential issues to the leadership team
- Ensuring accurate records of consumer transactions in the case management system
- Collaborating in a team to assist with workload, knowledge sharing and business improvements which may include virtual or face-to-face with peers as required
- Having knowledge of the Commission risk management framework and relevant legislation, including guiding others to identify and mitigate foreseeable risks
Key Capabilities
- Demonstrated customer service experience providing advice and responses to customer enquiries via a range of communication channels
- Ability to research, analyse and apply judgement of procedures, legislation, and delegations to assess risks and escalate more complex enquiries
- Developed interpersonal and written communication skills to actively listen, be resilient, tailor communication to various audiences, and confidently discuss customer concerns and expectations
- Experience having difficult conversations or challenging customer enquiries, to prioritise customers in distress including consumers that are vulnerable or have accessibility needs
- Good attention to detail with the ability to communicate in writing, and update accurate records management of consumer enquiries
- Strong computer skills including the use of the Microsoft Office suite and internal systems.
- Demonstrated internal and external stakeholder management skills to confidently liaise and communicate with a range of audiences
- Ability to work collaboratively with the team to share knowledge, build team capability, and contribute to continuous improvements to enhance service delivery and customer satisfaction
- Effective time management skills to manage high-volume customer enquiries in accordance with the agreed service level agreement
Key Relationships:
Internal: Director, Assistant Director, Team Leaders, Senior Contact Centre Officers, Commission staff including the Complaints department, representative from food & dining unit and clinical unit, SIRS, RPU (restrictive practice unit) & ICT.
External: Aged care consumers, their representatives, service providers
ILS Capabilities: The APS ILS Framework applies to this position (refer to APS4 Capability Summary link).