Telephone Senior Practitioners (Contact Centre)
Inbound Service Centre (Family Advice)
Generous salary including great salary packing benefits
Unique Contact Centre role
Our client is a highly regarded not for profit organisation renowned for providing vital services to the community for over half a century. As they continue to grow their services and continue on a significant transformation and growth strategy they now require several qualified professionals to work in their inbound service delivery environment.
About the role
The position will see you:
Work collaboratively with Virtual Services (VS) employees, the VS leadership team and Clinical Supervisors, to ensure effective management of risk and Duty Of Care (DOC) issues, in accordance with applicable DOC procedures
Undertake shift supervision at designated times
Monitor, assess and provide feedback and one-on-one coaching on call quality using organisationally endorsed assessment tools and templates, and refer improvement areas and provide concerns to the relevant Reporting Manager
Carry a 33% case load, or as allocated by the PM and take calls, particularly during peak periods, to increase service flexibility and capacity in responding to call demand
Contribute to continuous improvement initiatives, including assisting in the implementation of key process improvement and service capability development initiatives
The successful applicant with have the following key attributes
Posses an undergraduate qualification in Social or Behavioural Sciences, Social Work, Psychology or Law
Have previous experience as a practitioner within a counselling or family dispute resolution role, including experience handling high risk clients and applying appropriate clinical judgement
Possess a strong understanding of Family Law, family dispute resolution and counselling theory and practice, and ability to apply this knowledge to RAQ programs and services
Have a strong knowledge of issues specific to families who may be experiencing significant and highly sensitive challenges
A passion for the community and the human services sector
What is on offer
An attractive base salary
Significant salary packaging benefits that increase your take home salary
On site parking
Exceptional leave benefits
Discounted health insurance
The opportunity to make a significant impact on supporting the community with essential services.
Training will commence on Monday 10th June
Due to the requirements of this role, a criminal history check will be undertaken on preferred applicants. A criminal history does not necessarily preclude an applicant from appointment.
Please click the apply button and ensure you attach an up-to-date resume and complete all contact details including your email address for a prompt acknowledgement of your application.