Contact Centre Representative

Job Description

What you'll be doing

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The Contact Centre Representative is a key first point of contact for customers and prospective customers, providing professional, responsive and solutions-focused support across maintenance enquiries, general questions and complaints. As part of the Contact Centre team, this role helps deliver excellent customer service by resolving enquiries wherever possible, triaging matters based on priority and ensuring customers are connected with the right information, support or next steps.

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• Answer incoming customer calls and provide friendly, professional support across maintenance, general enquiries and complaints.
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• Listen to customers, analyse their concerns and respond appropriately, including triaging urgent or priority matters.
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• Provide accurate information about CHL products, services, processes and available support.
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• Research required information using internal systems and available resources to help resolve customer enquiries.
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• Organise maintenance requests and issue work orders in line with CHL guidelines and RTA timeframes.
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• Liaise with internal teams and external stakeholders, including transferring calls and sending follow-up emails where appropriate.
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• Complete related administration, including data entry, maintaining call logs and preparing associated reports.
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• Provide additional support to the wider team and organisation as required.
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Please note, we are currently offering multiple casual roles across flexible and part time hours throughout the work week.

What we're looking for \n

We're looking for a confident and customer-focused communicator who can stay calm under pressure, manage competing priorities and provide practical support to people with a wide range of enquiries and needs.

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• Experience in a similar inbound contact centre, call centre or customer service environment.
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• Strong communication skills, with the ability to listen, understand customer needs and respond clearly and professionally.
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• Confidence handling challenging conversations and supporting customers through difficult situations.
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• Good problem-solving skills, with the ability to assess information, prioritise issues and follow processes accurately.
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• Comfort using systems and completing administration, including data entry, call logs and basic reporting.
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• A willingness to participate in an after-hours contact roster when required.
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• A genuine commitment to the right of every person to access safe, secure and good-quality housing.
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• Ability to obtain and maintain a satisfactory Police Check.
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Above else, we're looking for people who bring our values to life every day:

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• Teamwork - We collaborate, support each other and achieve more together.
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• Integrity - We act with honesty, accountability and transparency.
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• Service Excellence - We put people first, take initiative and strive to make a positive difference.
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• Everyone Matters - We lead with empathy, respect and inclusion, valuing every person and perspective.
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If you're someone who builds trust, works collaboratively, takes ownership, cares about the people you serve and makes others feel valued - you'll fit right in.

What's in it for you. \n

At CHL, you'll be part of an organisation that's making a genuine difference in the lives of thousands of Australians every day. We offer:

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• A purpose-driven role with meaningful national footprint that makes a real impact.
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• A collaborative, supportive and inclusive workplace.
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• Flexible work arrangements and opportunities for professional development
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• One day off a year as 'You Day' to celebrate you
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• Great salary + Super + Salary Packaging (increase your take home pay!) and much more.
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Above all, joining CHL means being part of something bigger - making a meaningful difference and helping create a future where everyone has a place to call home.

About CHL \n

At CHL, we're working towards a world without housing poverty. As Australia's largest regulated community housing provider, we've spent more than 30 years creating safe, secure and affordable homes where people can belong, thrive and build a brighter future. We're a purpose-driven organisation, and our people are at the heart of what we do. Our values of Teamwork, Integrity, Service Excellence and Everyone Matters guide how we work, how we support our customers and how we make a difference in communities across Australia.

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