- Canberra, ACT (The agency supports and promotes flexible working, including working from home by negotiation where appropriate; however, due to the nature of the role, regular attendance in the office will be required)
- Ongoing/Non-Ongoing (The position is Ongoing, however Non-Ongoing employment may be offered for an initial engagement of up to 12 months)
- $85,745 - $90,465 + Superannuation
The Corporate Branch is responsible for delivering enabling services that support the effective and efficient operation of the agency and facilitates the agency’s compliance with legislation, policies and guidelines as a non-corporate Commonwealth entity.
The branch complements the scheme-focus of other agency divisions by providing digital services for internal and client-facing systems and facilitating strategic communications and client engagement through the agency’s website and contact centre. In addition, the Branch supports efficient resource management and corporate accountability through functions such as financial management, performance reporting, parliamentary services, procurement, risk management and assurance, facilities management and human resource management.
The Corporate Communication Section is new section within our established Communications area, and supports the agency’s outcomes by promoting our culture, employee value proposition, managing our web services and our contact centre. The section currently encompasses 4 teams; Internal and Events, Content Design, Data and Web Management and the Contact Centre.
Our Contact Centre Operators provide a first point of contact for stakeholders.
Following the initial training to familiarise you with our schemes and legislation, you will:
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Provide a high level of customer service to stakeholders via telephone and email.
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Meet service level standards.
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Demonstrate a sound general knowledge of the agency’s schemes and projects, including broadly understanding relevant legislation and associated policy frameworks.
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Follow internal processes, using templates and guidelines, and bring together information from various sources to answer telephone or email enquiries in a timely and professional manner.
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Exercise judgement to refer enquiries to relevant subject matter experts (SMEs) in accordance with process.
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Accurately capture and record interactions in the Customer Relationship Management (CRM) system.
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Work independently on tasks, including manage different priorities, to meet team and individual outcomes.
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Provide support to team leader and colleagues to ensure team outcomes are met.
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Assist with quality assurance checks within the team, by reviewing peers’ work to ensure the accuracy and appropriateness of responses.
Our preferred candidate must have:
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Sound verbal and written communication skills.
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Background in customer service.
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Good attention to detail, including being able to follow established processes and document interactions accurately and in a timely manner.
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Ability to remain calm under pressure.
The following experience and qualities are highly desirable, but not essential:
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Previous experience working in an office and/or call centre environment.
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Previous experience managing a high volume of telephone enquiries.
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Ability to work in a changing environment.
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Ability to work collaboratively within a team environment.
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Ability to deal with and manage difficult enquiries over the phone and via email.
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A Certificate III in Contact Centre or equivalent experience.
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An understanding of the government’s renewable energy policies and programs.
Applications close 11.30pm on Sunday, 26 July 2026
