About the Role This is a Permanent Full-Time position at 80 hours per fortnight 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 $63,996.40 per annum, 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 e