For the role of Enquiries Officer, we are seeking someone who is customer-focused, has experience working in a customer service environment and is well organised and proficient at multitasking.

Our ideal candidate will have experience in a phone contact environment and have highly developed computer literacy and keyboard skills with a minimum typing speed of 45 words per minute, using databases and other computer programs. They will have the ability to learn and recall a high volume of information and use guidelines to analyse what is important and how it should be used.

To be successful in this role, you will have excellent communication skills and will bring a can-do approach to the team. Be a team player who is reliable, resilient and able to work in a fast-paced environment with changing priorities. Have the ability and experience in conflict resolution for dealing with challenging customers.

The key duties of the position include:

In this role, you will be responsible for delivering a range of customer service functions including call centre and processing work received on five communication channels – phone, email, web-form, fax or letter.

The Enquiries Officer will provide a high level of customer service by assessing customer needs and determine whether the subject matter of an enquiry is within the ACMA’s jurisdiction, is simple or complex (complex enquiries are escalated to the relevant line area) and provide an appropriate response to the customer via the relevant communication channel. The Enquiries Officer undertakes this function for more than thirty ACMA topics.

The Enquiries Officer will also provide a level of administrative support for Licensing, Radio/Television Interference and Viewer Access Satellite Television (VAST) appeal registration work.

Eligibility

To be eligible for employment with the ACMA, applicants must be an Australian citizen.

Notes

Suitable candidates may be placed in a merit pool from this selection process and the pool may be used to fill similar ongoing or non-ongoing roles. Non-ongoing vacancies filled from a merit pool may be offered as a specified term. Applicants may have their application and assessment results shared with other Australian Public Service (APS) agencies looking to fill similar roles.

There may be several roles to be filled from this process.

RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job.

Contact: Julie Lyons at julie.lyons@acma.gov.au or 1300 850 115