Contact Centre Officer

About the role

Based at our Newstead office, (locations outside of Brisbane can be considered)  the Contact Centre Officer will work within our award winning small inbound customer contact centre to provide exceptional customer service whilst providing solutions to queries.

You will need to take ownership and initiative to solve customer problems, working across the business with interpersonal sensitivity, and continuously look for (and initiate) ways to improve the customer experience including developing best practise conversations and adjusting our knowledge management system to provide helpful and timely information support.  You will work closely with your team to deliver a consistent and high-quality customer experience, and proactively with your coach to be the best you can be.

Key responsibilities of this role are:

• Manage workload and time to be available as rostered to manage inbound enquiries across a range of channels including telephone and email (initially), and messaging, chat and other channels (as needed in the future).
• Take initiative to competently develop relationships and improve processes and practices across the business with the goal to improve the customer experience.
• Grow your knowledge of the heavy vehicle industry, contact centre and government regulatory industries and our customer’s world in order to add value to our customers and understand their situations and business impacts.
• Take responsibility and ownership for resolving customer enquiries at first point of contact and to support them and their business to operate safely and within regulations.
• Use high level problem solving and communications skills to resolve customer enquiries across the emerging customer contact channels.

NHVR’s are currently undertaking growth and considerable transformation, and this is an exciting time to join the organisation.

To learn more, the position description can be found on the NHVR Careers site - https://careers.nhvr.gov.au/jobs/search

About You

As the ideal candidate you will have a worked in a contact centre or customer service previously and dealt with customers either face to face or via phone. You will have a passion for exceptional customer service and be motivated to contribute to outcomes, you will be an out of the box thinker, who thrives in solving complex matters and discussions.  Your exceptional communication, problem solving skills will see you successfully work with a diverse group of people that held make a real change. 

To be successful in this role you will possess

• Minimum 3 years’ experience in a contract centre or customer service role (either face to face or via phone)
• Strong oral and written communication skills (including active listening) with the ability to apply these to varying channels.
• Ability to quickly understand the customer’s situation and adapt your interpersonal style and negotiation skills to different personality types and customer needs and challenges.
• The ability to comprehend reference materials and to advise customers on relevant regulations and safety requirements in a way that is personalised, helpful, easy to understand and relevant.
• Ability to multi-task, set priorities and manage time effectively.
• Highly developed analytical, problem solving and evaluation skills and the ability to apply sound judgement to decision making.
• Outstanding commitment to customer experience.

Please note: this role works on a 2-week rotating roster which includes coverage Monday to Friday between 7am – 5pm excluding public holidays.

Why join us?

The National Heavy Vehicle Regulator (NHVR) commenced operations in 2013 as the national entity responsible for regulating all vehicles in Australia over 4.5 tonnes gross vehicle mass. The NHVR minimises the compliance burden on the heavy vehicle transport industry, reduces duplication and inconsistences across state and territory borders, and ultimately for the heavy vehicle business with government in Australia.

We are headquartered in Brisbane and employ more than 1000 people across the ACT, New South Wales, Queensland, South Australia, Tasmania and Victoria.

We offer

• A competitive salary package up to $82,047.02 + superannuation
• Hybrid working environment – up to 2 days from home
• Up to 14.5% superannuation through a co-contribution scheme
• Leave loading 17.5%
• Wellbeing programs – discounted fitness through Fitness Passport, Discount health insurance, flu vaccine, financial programs including discounted banking products, finance information sessions.
• Salary packaging options including novated lease.
• Discounted IT products including Microsoft and free family password security plan.
• Ongoing training and professional development support
• Professional membership

Application Process

Please apply with your CV and cover letter addressing the essential requirements of the role.

Applications close: 18th  June 2025 (applications may close earlier than the listed closing date if suitable candidate/s are identified prior).

If you have any questions, please don’t hesitate to contact the NHVR recruitment team on recruitment@nhvr.gov.au.

Successful applicants will be required to complete standard pre-employment checks including a national police and work rights check.

Please Note: We will not require any support from Recruitment Agencies at this time and kindly request no contact is made. Only direct applications will be considered.

We are committed to being an inclusive, diverse and flexible workplace where differences are valued. We welcome applications from people of all backgrounds, experience and abilities.