Organisation: Department of Immigration and Border Protection Visa and Citizenship Management
Job Title: APS3 Contact Centre Operator
Word Limit: 2000 characters pp max
Location: Melbourne
Contributes to strategic thinking
Throughout my career, particularly within the Government sector, I have developed the ability to
think logically, understand situations from a strategic perspective and follow through by
formulating and implementing effective short-term and long-term decisions. Within my role with
Department of Immigration and Border Protection (DIBP) as a Call Centre Operator and Training
Coach, I practice informed decision making and possess sound judgement with recognition of
implications. Contributing to solutions and progress, I harness information and opportunities when
performing my day-to-day duties, consistently working diligently to adhere with existing practices
and improve efficiency.
During my tenure with DIBP, I dealt with a customer in relation to the organisation phase-out of
the utilisation of facsimile machines and the redirection to online applications. The Department
was tasked with supporting end-users during this process and customers and peers looked upon
me as a mentor during this transitional change. During the process, I received a phone call from an
aggravated customer who did not exhibit strong computer or internet-based skills and was unable
to complete the required steps of the change process. Supported by the initial training provided
by DIBP, I was confident in my capability to educate this customer to a satisfactory conclusion. By
utilising patience and confident communication to direct the customer to the designated area of
the Department’s website, in addition to walking them through the process of application up until
submitting their final work, I was not only able to assist the customer on this particular call but
also educate him for further occasions.
Through maintaining a high level of quality customer service and ensuring adherence to the call
handling protocols, I was influential in my ability to meet and exceed the set Key Performance
Indicators relating to this interaction.
Achieves results
A self-motivated and results-orientated professional, I take responsibility for achieving outcomes
within my position as a Call Centre Operator and Training Coach with DIBP. My accomplishments
within this position include meeting targets, mentoring and training staff and customers, leading
by example, and supporting improvements to systems and procedures.
Whilst undertaking responsibilities with DIBP in the capacity of Contact Centre Operator, I
received a call from an external agency that was requiring the urgent assistance of an interpreter
for their client. Not all interpreters that work in cohesion with the department are on set rosters
and as such, I am unable to confirm their availability unless the interpreter is actively online at the
time of a call. Due to this customer requiring an uncommon spoken language and the time of night
the call was made, I advised that there was no appropriate available assistance. The standard
process in this instance is for the customer to call back at intervals to follow-up on availability
changes; however I sensed the urgency in this matter and was aware of the delicate nature of the
agency and its work, so I advised that I would create an exception by managing this for the
customer.
Taking the innovative approach to provide positive results for all involved, I initiated attempts to
locate a qualified available interpreter. After several calls, I was able to speak with an appropriate
provider and confirm that they would be accessible in one hours’ time. Calling the agency back, I
advised of my achievements in providing the required outcome for their client. On this occasion, I
was proactive and customer-sensitive, which allowed me the ability to exceed expectations of the
customer and as such achieve the desired results for all involved. Possessing an ability to achieve
results in a protocol and results-driven environment, I display my strong desire to excel in all
business areas, whilst striving for excellence.
Displays personal drive and integrity
Demonstrating a high level of motivation, personal drive and integrity, I have successfully balanced
work with the ability to multitask and remain focused. My career to date has involved diverse
responsibilities, such as mentoring and training, as well as embracing customer-based and
teambased service delivery models, which have enabled me to develop excellent personal and
professional skills. With a demonstrated record of commitment, consistency and a focus on quality
service and outcomes, I possess practical experience and a range of professional skills and
strengths that contribute to positive outcomes.
In support of my demonstrated personal integrity, I was involved in the recent changes to
invoicing procedures at DIBP. During the transitional phase of this business change, I was returned
an invoice that I had submitted due to incorrect formatting from another department. After being
advised of this, I actively sought out my Team Leader in anticipation of further coaching. During
consultation with my Team Leader, I discovered that I had followed the new business procedure
according to the new policy. Equipped with this information, I went back to the internal
stakeholder who had initially returned this to me and advised them that I had in fact followed the
new process. Instantly apologetic as they were not aware of any new changes, I went back to my
Manager and advised of the outcome of events. Through my professional and respectful handling
of this matter, I was able to provide a constructive contribution to my manager who then
instigated the new process to be communicated to the entire businesses to ensure continuity.
With demonstrated resilience and professionalism in my position as Contact Centre Officer, I am
responsible for dealing with sensitive customer situations whilst adhering to strict legislation.
Upholding core values of Australian Public Service, I apply ethical work practices and demonstrate
integrity in all work practices.
Communicates with Influence
A confident and experienced communicator, I possess high-level oral and written communication
skills which can be demonstrated throughout my employment history where I have communicated
with internal and external stakeholders, both verbally and in writing on a daily basis. Throughout
my career in the Australian Public Service, I have assumed a level of responsibility that has
demanded exceptional communication such as undertaking staff mentoring and training,
preparing reports, attending meetings, interpreting relevant legislative, as well as regulatory and
compliance frameworks.
In my experience as a Call Centre Operator with Australian Power and Gas, I effectively conveyed
complex ideas and methodologies in a concise manner, both orally and in writing. My oral
communication skills were consistently utilised and developed through verbal conversations,
presentations and meetings. When dealing with sensitive material, I was diligent to clear anything
sent through my manager. On one particular occasion, I received a phone call from an elderly
customer who was concerned about her incorrect metre reading. Instigating an investigation on
this particular account, I immediately raised the concern to the relevant department for
escalation. All calls within this position were attempts at resolution prior to the matter being sent
to the Ombudsman for further review and as such, I was committed to a speedy outcome for this
client.
The process of escalation was into its second week with no resolution for this customer.
Recognising the effect of the process on the client, I was proactive in my measures of negotiations
and provided calls and transparent communication to instil confidence. As a result of my ability to
resolve conflicts that arose within my position, I communicated with respect and influence to all
stakeholders, resulting in a resolution for this client.
