Customer Service Officer

• Play a key role in HCIS, ensuring fast, high-level service in a busy call center!
• Support timely interpreter access for non-English speakers & Deaf clients!
• Generous leave entitlements as per NSW Health (State) awards.

Join HCIS and play a vital role in delivering fast, high-quality interpreter services, ensuring timely care for non-English speakers and Deaf clients!

Employment Type: 2x Temporary Part Time (Up to 2 Years)
Position Classification: Administration Officer Level 3
Remuneration: $34.46 - $35.54 per hour
Hours Per Week: 20
Location: Cumberland Hospital

Where you'll be working
Western Sydney Local Health District (WSLHD) is responsible for providing primary and secondary health care for people living in the Auburn, Blacktown, and The Hills Shire, Cumberland and Parramatta Local Government Areas (LGAs) and tertiary care to residents of the Greater Western Region. We are committed to our vision of 'better health services for the people of western Sydney and beyond'. and to the delivery of health care or related services in line with our core values of collaboration, openness, respect, and empowerment.

What you'll be doing
This position plays a key role in providing high level of customer service to all users of WSLHD Health Care Interpreter Service (HCIS) by enabling fast processing of all requests for interpreters received via phone or email in a busy Call Centre.

This is a crucial clinical support role as the prompt access to HCIS Call Centre enables timely delivery of interpreter services to non-English speaking patients and the Deaf clients, and their treating health care providers.

How to Apply
Apply online by submitting your resume and addressing the criteria listed below by providing examples that demonstrate your ability before the closing date.

Selection Criteria:

1.  Previous experience in the call centre environment with high volume of inbound calls as well as some outbound calls.
2. Demonstrated high level customer service and interpersonal skills including positive attitude under pressure, pleasant voice, ability to build rapport fast and provide service to client’s satisfaction at all times.
3. Demonstrated sound oral and written communication skills including very good listening and negotiating skills; ability to communicate with a range of stakeholders at different levels both verbally and through electronic correspondence. Ability to maintain accurate written records;
4. Sound administrative and organisational skills with an ability to effectively set priorities, meet deadlines, demonstrate flexibility, show initiative, adopt changes and demonstrate strong attention to detail. Demonstrate sound problem solving and decision making skills.
5. Demonstrated understanding of personality differences and ability to manage challenging conversations.
6. Demonstrated sensitivity to cultural diversity of NSW health clients and their specific needs, including the needs of the Deaf clients; strong focus on clients’ confidentiality.
7. Ability to work both independently and as a team member.
8. Sound computer skills including data entry and word processing, using Microsoft Office or similar software packages. Ability to adopt a complex in-house booking system.

Requisition ID: REQ549678
Applications Close: 23rd March 2025

Need more information?

• Discover more about the application process.
• Review the detailed Position Description for insights into role requirements and criteria.  
• Explore the selection process, employment checks, outcomes and notifications.
• For inquiries about the role, contact Ailene Valencia-Lim on Ailene.Valencia-Lim@health.nsw.gov.au or on  02 9912 3815.