Contact Centre Officer

Title: Contact Centre Officer

Location: Scoresby Australia

While these roles are casual, the Contact Centre operates within a structured 24/7 roster environment to ensure safe and continuous service delivery.

Casual employees are asked to provide their availability four weeks in advance. Based on this availability, rosters are developed and issued on a four-week cycle. Shifts are allocated according to service requirements and your submitted availability. You can also pick up additional shifts both in advance and on short notice when available.

To support operational consistency and maintain capability within the team, casual operators are expected to be available for a minimum of three days per week.

Due to the comprehensive training required and the critical nature of the service, we are seeking individuals who are looking for consistent casual work within a structured and accountable team environment.

Casual employees receive the applicable casual loading in accordance with the relevant Enterprise Agreement.

There may be opportunities to transition to permanent employment in line with the Enterprise Agreement, subject to service requirements and demonstrated performance in the role.

About The Role

The Contact Centre is seeking capable and motivated casual individuals to join our 24/7 operational team based at Scoresby. This is a fast-paced role that supports critical hospital operations and requires confidence, accuracy and sound judgement in time-sensitive situations.

Working within a structured and team-based environment, you will play an important role in supporting patient care and internal hospital communications.

Once fully trained and competent in the role (approximately six months), there may be the opportunity to participate in hybrid working arrangements in line with operational requirements.

Key responsibilities include:

• Managing all incoming calls with professionalism, courtesy and urgency

• Handling data related to after-hours admissions and patient discharge

• Monitoring and responding to emergency activations called through from our hospitals and community sites

• Confidently working across multiple systems and applications, requiring strong computer skills and the ability to navigate information quickly and accurately

• Contributing positively within a collaborative team environment while maintaining focus in a high-volume setting

This role offers the opportunity to develop specialised operational skills within a critical service that directly supports hospital functionality and patient safety.

About You

The ideal candidate brings a strong foundation in administrative support along with the capability to work effectively in dynamic, team‑based environments.

Key strengths include:

• Strong administrative background with well‑developed organisational skills, attention to detail and clear communication

• Self‑motivated and enthusiastic, with the ability to adapt to changing priorities while maintaining exceptional customer service

• Proactive and organised, able to work independently within workplans, policies, procedures and guidelines

• Collaborative team member who builds positive relationships with internal and external stakeholders

• Demonstrates accountability and takes responsibility for work and actions, consistently delivering to a high standard

Embark on a rewarding career and be part of a team where your dedication makes a difference in people's lives.

Eligibility Criteria:

• Proven experience in a contact center or a similar fast-paced environment.

• Excellent verbal communication skills and the ability to manage multiple tasks.

• High level of accuracy and attention to details in handling sensitive information

• Experience in the health sector preferred but not essential.

• Current Working With Children Check

• Current Police Check

Why work for Monash Health:

• Salary packaging

• On-site Fitness Centre

• Car Parking on-site

• A comprehensive Employee Assistance Program (EAP).

• Discounts on Private Health Insurance, Banking and selected Dell products