Employment Type: 1 x Permanent Full Time and 2 x Permanent Part Time
Position Classification: Administration Officer Level 3
Remuneration: $66,027.58 - $68,085.50 per annum- / $33.30 - $34.33 per hour
Hours Per Week: 38 / 20 (Job Share may be considered for part time hours)
Requisition ID: REQ437056
Location: Cumberland

About Western Sydney Local Health District (WSLHD) Health Care Interpreter Service (HCIS)

We are a large and highly diverse team, passionate about giving a voice to patients with limited English proficiency and Deaf clients, enabling them to have equal access to health services. We provide 24/7 interpreting services in over 130 languages in all public health facilities across a large area of metropolitan Sydney (Western Sydney, Northern Sydney, and the Nepean/Blue Mountains region).

WSLHD HCIS Call Centre is a busy, fast-paced call centre which processes over 400 incoming calls/requests for interpreters daily.

About the role

Customer Service Officer (CSO) position is responsible for processing requests for interpreting services, connecting phone interpreting sessions, and performing other call centre related tasks.

We are looking for someone who…

• Has experience in a busy call centre environment.

• Has high level interpersonal, communication, negotiation, and problem-solving skills.

• Demonstrates intermediate computer literacy and an ability to adopt various inhouse systems and platforms used in NSW Health

• Is available to work full time on rotating shifts Monday to Friday (mainly 06:30-15:00, 07:30-16:00, and 08:30-17:00 or occasional afterhours shift 14:30-23:00) or occasional weekend shifts (06:30-15:00, 10:00-18:30, and 14:30-23:00). Please note that applicants who are unable to undertake these shifts will not be considered.

• Is available to work part time on rotating shifts Monday to Friday (06:30-15:00, 07:30-16:00, 08:30-17:00, and 14:30-23:00) and weekends and public holidays (06:30-1500, 10:00-1830, and 14:30-23:00) and to be on call.

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, Holroyd 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.

Benefits of working for Western Sydney Local Health District

Paid Allocated Day Off (ADO) every month, in addition to your annual leave (For fulltime staff)

Salary Packaging - lowers your taxable income and increases your take-home pay. (Applicable for eligible employees) http://wslhdintranet.wsahs.nsw.gov.au/salary-packaging-with-smartsalary

Meal entertainment lowers your taxable income and increases your take-home pay. (Applicable for eligible employees) http://wslhdintranet.wsahs.nsw.gov.au/salary-packaging-with-smartsalary

Employee Assistance Program (EAP) professional counselling and coaching service that offers confidential, short-term support for work-related and personal issues, which you and your immediate family can access

Managers Support - Employee Assistance Program (EAP) professional consultative service for all managers, HR or senior staff that is confidential and unlimited for people management support

Fitness Passport - permanent employees and their immediate family members can sign-up for this affordable membership which allows access to an extensive range of gyms, pools and fitness services from multiple providers across NSW, (not available for temp employees- remove if position temporary)

Generous leave conditions in accordance with NSW Health (State) awards

Recognition of prior relevant service may be considered toward commencing salary

Leave may be transferrable from other public sector agencies in accordance with leave mobility provisions

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.

People with disabilities who meet the selection criteria are encouraged to apply; and where required, WSLHD will implement reasonable adjustment consistent with industry standard.

Stepping Up aims to assist Aboriginal job applicants by providing information about applying for roles in NSW Health organisations. For more information, please visit https://www.steppingup.health.nsw.gov.au/ Aboriginal and/or Torres Strait Islander people are encouraged to apply.

Please note: To be eligible for permanent appointment to a position in NSW Health, you must have an Australian citizenship or permanent Australian residency.