Introduction Life at Vinnies At Vinnies, we are what we do. We believe in making a difference. We are one of Queensland’s most-loved charitable organisations and are committed to leading with our values and mission at heart. We work together to build a legacy that we can be proud of, supporting those in need within our communities. Our companions are why our journey started, striving to shape a more just and compassionate society. Our employees, members and volunteers are the reason our journey continues, and why we will succeed. What we can offer you Work with a purpose – not your average organisation and not your average role! Competitive hourly rate and excellent employment benefits under our Employee Agreement Access to our Employee Assistance Program – our employees are our most valuable asset A welcoming and inclusive environment where you’ll always feel part of a team Description The Role As a Senior Contact Centre Operator, you will play a crucial role in providing high-quality support and services to the Townsville region. Serving as the primary point of contact for calls for assistance and donation collections, you will liaise with customers, warehouse staff, and distribution teams to ensure the timely and efficient delivery of services in alignment with the St Vincent de Paul Society Queensland's philosophy. This position also involves acting as a team leader, responsible for organising staff duties in the absence of the Line Manager. Key Responsibilities include: Customer Support: Receive, assess, and promptly address customer needs for assistance with compassion and efficiency. Team Leadership: Act as a team leader, organizing workloads, rosters, and handling queries from the public and Conference members. Relationship Management: Maintain relationships with local Conference members, staying informed about relevant works and requirements. Record Keeping and Administrative Tasks: Maintain accurate records for Helpline activities, assist with volunteer training, and perform administrative duties, ensuring compliance with Society policies and procedures. This is a Casual position based in Townsville . Skills And Experiences About you To be successful in the role, you will meet the following selection criteria: Relevant Tertiary or Tafe Qualification or equivalent industry experience Demonstrated ability to train and organise staff and volunteers Demonstrated ability to assess client needs in a compassionate and non-judgmental manner Previous experience receiving high volumes of calls and ability to maintain professional phone etiquette at all times Personal aptitude for ensuring accuracy and attention to detail Microsoft Office suite proficiency with intermediate aptitude in Word, Outlook and Excel Developed interpersonal, communication and organisation skills Ability to demonstrate genuine respect for all people, regardless of situation Commitment to promoting and creating a safe workplace COVID-19 vaccination status is recommended for this role but not a mandatory requirement. Understand of the commitment to the philosophy of the St Vincent de Paul Society Queensland and the ability to work in accordance with policies and procedures to promote the values and mission of the Society. Ready to apply? We can’t wait to hear from you. To apply, please submit your up-to-date resume and a cover letter outlining your suitability for the position via SEEK or directly on our careers page! We will review applications as they are received. However, due to the holiday period, the recruitment process may extend into the new year. Having the right people in our team is important to us. Before joining our team, we’ll undertake pre-employment checks including references, a police check, and proof of qualifications. We are committed to meaningful equity and diversity in our workforce. Applications from Aboriginal and Torres Strait Islander peoples is strongly encouraged. To be eligible for this position you must have an appropriate visa to work in Australia/New Zealand.
