Senior Case Officer (Contact center based role)

  • Australia
  • Sydney
  • Contract
  • AU$550 - AU$650 per day

Talent International are currently recruiting experienced Senior Case Officer (Contact center based role) to work for an Australian federal government client based in Sydney CBD. This position is a 12 month contract with the view to possibly extend. This position is equivalent to Federal Government EL1 level so will be paying a daily rate between $500-600 per day plus superannuation.

About The Role

We are seeking a compassionate and skilled Case Officer with excellent customer service skills to join our clients Technology Facilitated Abuse support service. In this role, you will provide crucial assistance to victim-survivors and frontline workers who support them, addressing a variety of inquiries through inbound and outbound calls, webforms, and emails.

Key Responsibilities

  • Assess and respond to complex and often confronting inquiries, providing trauma-informed support and guidance.
  • Offer step-by-step advice on navigating online and digital technologies related to technology-facilitated abuse.
  • Develop expertise in technology misuse and its impact on individuals, particularly within the context of domestic and family violence.
  • Contribute to the development and refinement of team SOPs, templates, and processes.
  • Collaborate internally and with other divisions, such as Investigations, to ensure comprehensive support.
  • Provide insights to leadership on service delivery and support continuous improvement.
  • Practice self-care and promote team wellbeing, ensuring a supportive and resilient work environment.
  • Build and maintain strong relationships with stakeholders to enhance service effectiveness.

Essential Requirements:

  • Experience in contact centre operations or similar support environments, providing sensitive and complex support.
  • Professional qualifications or credentials in social work, counselling, mental health support, or related fields.
  • Demonstrate excellent interpersonal and organizational skills with sound judgment.
  • Communicate effectively and persuasively, both verbally and in writing.
  • Understand organizational objectives and link them to broader government goals.
  • Solve problems creatively and manage risks proactively.
  • Take responsibility for meeting objectives and progressing work.
  • Show initiative and respond proactively to client needs.
  • Maintain effort and momentum despite challenges or setbacks.
  • Support and foster a healthy work environment consistent with APS code of conduct and values.
  • Maintain a strong understanding of technology-facilitated abuse and its relation to domestic and family violence.
  • Knowledge of technologies used in abuse, including internet and mobile technologies, encryption, social media, and tracking applications.

If you are interested and can demonstrate all the above then please apply now. To apply for this role please send through your resume along with a cover letter outing your experience and addressing the essential requirements. For further information, you may contact Jessica Abboud on 02 8240 9516 for a confidential discussion.

Apply now

Submit your details and attach your resume below. Hint: make sure all relevant experience is included in your CV and keep your message to the hiring team short and sweet - 2000 characters or less is perfect.