Customer Service Officer - Customer Contact Centre

The Hospital:

The Royal Children’s Hospital’s (RCH) Vision is “A world where all kids thrive”.

RCH is a cornerstone member of the Melbourne Children’s Campus, partnering with Murdoch Children’s Research Institute, The University of Melbourne Department of Paediatrics and The Royal Children’s Hospital Foundation.

RCH has cared for the children and young people of Victoria for more than 150 years since it was founded in 1870. A full range of paediatrics and adolescent health services are provided plus tertiary and quaternary care for the most critically ill and medically complex patients in Victoria, Tasmania, southern NSW and other states around Australia and overseas. The Hospital has more than 6,000 staff, a budget of $850M, 12 wards and 350 beds. Annually, the RCH has 300,000+ Specialist Clinic appointments, 90,000+ Emergency Department presentations and 20,000 elective surgeries.

The RCH is committed to the Child Safe Standards. 

RCH enjoys high employee engagement and is committed to staff safety and a positive culture through enactment of our Compact.

For further Information on RCH is available here.

About the Role:

This is a Permanent part-time position (53.2 hours per fortnight), including rotating shifts across a 24/7 roster within the Customer Contact Centre. We are seeking a highly enthusiastic, team orientated and experienced customer service professional to join the team.

You will be responsible for responding to inbound telephone calls from parents, families, carers, internal staff, and referrers. This important role involves a high level of interaction with RCH consumers and requires the successful candidate to operate within a 24/7 rotating roster.

What you’ll achieve:

• The role is required to answer enquiries through two channels at RCH - the Switchboard and the Specialist Clinics Call Centre:

• Switchboard responsibilities include responding to a high volume of internal and external calls, overhead paging of emergency procedures, and maintaining contact directories.

• Call Centre responsibilities include scheduling, rescheduling, and cancelling clinic appointments, handling complaints, troubleshooting problems, and providing consistent and relevant information to callers.

Classification for this position will range from AO10 – AO12 (base salary $58,442.80 to $64,610.00 per annum pro rata, plus superannuation).

Your skills and experience:

• Previous experience in a high-volume inbound call centre

• Demonstrated experience in using computer applications, including but not limited to, RMS, EPIC and IBA

• Previous experience working in a busy front line customer service-based role.

If this sounds like you, click here to view the position description.

About the Department:

The service is the first point of contact for many consumers of the hospital via the main hospital line, and our outpatient appointment service.  Our team manages approximately 2000 calls per day.

What we offer:

• Salary Packaging – Increase your take home pay!

• Ability to join Fitness Passport - Your pass to an extensive choice of fitness facilities.

• Discounted on-site car parking

• Ability to join Fitness Passport - Your pass to an extensive choice of fitness facilities.

Other requirements:

• Current National Criminal Record Check, or willing to obtain

• Valid Working with Children Check

• Compliance with RCHs “Staff Immunisation - Prevention of Vaccine Preventable Diseases” procedure

Application process:

To apply, you will need a resume and a tailored cover letter outlining your skills, experience, and suitability for the position in line with the requirements of the position description.

Shortlisting for this position will commence immediately, we encourage you to apply promptly!

For more information about this position please contact Paul Bullock 03 9345 6706.

Why work at the RCH?

RCH enjoys high employee engagement and is committed to staff safety and a positive culture through enactment of our Compact. We offer the opportunity to work in world-class facilities, surrounded by Royal Park and only a short tram trip from the heart of Melbourne city.

We also offer discounted staff parking, salary packaging, and an award-winning health and wellbeing program.

The RCH is committed to a diverse and inclusive workforce. We encourage applications from Aboriginal and Torres Strait Islander people, people from culturally and/or linguistically diverse background, all members of the LGBTQI community and people with disability.

It is a requirement of your employment that you be fully vaccinated against Covid-19, and Influenza annually for Category A and B roles, in compliance with any public health orders in place at the relevant time, unless you have a medical exception in line with those public health orders, which has been accepted by The Royal Children’s Hospital.  Applicants will be required to provide their Australian Government Immunisation History Statement, it is a requirement of the RCH to collect, record and hold vaccination information.

It is also a requirement of your employment that you comply with any direction given by The Royal Children’s Hospital that you be vaccinated against, or prove immunity to, any other disease, unless you have a relevant exemption

Are you ready to join our team? 

 Apply online by clicking on the “Apply” button

Applications close 21 November 2024