Duration: Initial 14 Weeks to 30.10.2026
Rate: $45/hr + Super
Location: Sydney CBD
Start Date: ASAP
Overview:
Deliver high quality first contact customer service by managing Level 1 enquiries and complaints through intake, triage and administration. Accurately identify issues, apply eligibility/scope criteria, provide clear information, and navigate customers to the most appropriate pathway, including internal escalation (Level 2/Level 3) or referral to others including internal to the Independent Review Office and external scheme support.
Responsibilities:
- Provide first-contact responses via phone, email, web and other channels, resolving Level 1 enquiries where appropriate using approved scripts, knowledge articles and guidance to facilitate timely resolution and an improved customer experience.
- Conduct intake and triage by confirming identity, context and scope; assess eligibility against relevant criteria; identify urgency, risk factors and vulnerable cohorts; and route cases to internal teams or external scheme support and partner agencies to ensure cases are managed safely and efficiently.
- Deliver clear and accurate information about services, processes, rights and responsibilities; set expectations; provide self-service options where appropriate; use de-escalation techniques; manage sensitive conversations respectfully; and recognise and escalate risks and issues to support informed decision-making, reduce escalations and protect client safety.
- Create and maintain accurate case records, contact notes and documentation in relevant systems, ensuring compliance with privacy, records management and GIPA obligations to maintain information integrity.
- Meet contact centre performance standards in line with Agency guidelines, maintain quality and compliance, and provide feedback to the Team Leader or Manager on recurring trends or issues to support continuous improvement of guidance materials, processes and service delivery.
- Follow standard operating procedures (SOPs), scripts and triage tools, and actively participate in training, coaching and quality assurance activities to support consistent, high-quality service delivery and ongoing professional development.
Key Challenges
- Managing high volumes of customer enquiries across multiple communication channels while maintaining empathy, accuracy and responsiveness, and balancing first-contact resolution with appropriate escalation, privacy obligations and procedural fairness.
- Applying intake and triage criteria consistently when dealing with diverse or incomplete information, while maintaining current knowledge of case management, intake procedures and evolving regulatory requirements.
- Communicating effectively with clients who may be distressed, dissatisfied or have complex circumstances, including those with diverse language, cultural or accessibility needs.
Key Knowledge and Experience
- Experience working in a contact centre, customer service or frontline service environment, with demonstrated capability in contact centre operations, including call handling, queue management, omnichannel customer service and maintaining confidentiality.
- Practical experience in intake and triage, including conducting eligibility and scope assessments, identifying risk indicators and applying appropriate escalation thresholds.
- Understanding of complaints management frameworks and service level models, including Level 1, Level 2 and Level 3 complaint handling, warm referral practices, and the application of internal and external referral pathways.
- Awareness of accessibility requirements, culturally safe communication practices and the principles of inclusive customer service.
- Strong written and verbal communication skills, with the ability to explain complex processes in plain English and manage sensitive or difficult conversations professionally.
- Ability to follow structured Standard Operating Procedures (SOPs), apply triage criteria consistently, and accurately use case management and CRM systems.
- Working knowledge of privacy legislation, records management, information security requirements and NSW Government information access obligations, including the Government Information (Public Access) Act (GIPA).
