• Paid Allocated Day Off (ADO) every month, in addition to your annual leave.
• Salary Packaging - lowers your taxable income and increases your take-home pay.
• Generous leave conditions in accordance with NSW Health (State) awards.

This role ensures prompt processing of interpreter requests in WSLHD HCIS Call Centre, crucial for timely support to non-English and Deaf patients.



Employment Type: Temporary Full Time & Temporary Part Time (Up to 13/08/2027)
Position Classification: Administration Officer Level 3
Remuneration: $33.30 - $34.33 per hour
Hours Per Week: 38 (Job Share may be considered for part time hours)
Location: Cumberland Hospital

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 100 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 looking for enthusiastic and motivated individuals with excellent communication and interpersonal skills to join our dynamic team at Cumberland Hospital. If you have experience in customer service and thrive in high-energy environments, we want to hear from you!

What you'll be doing
Customer Service Officer (CSO) position is responsible for processing phone and email 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 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. NB: Applicants who are unable to undertake these shifts will not be considered.

Example roster for a Part Time CSO:

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: REQ496682
Applications Close: 11th August 2024

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.