EOI – Telephone Information and Referral (TIR) Operator

Relationships Australia Queensland (RAQ) is a leading provider of relationship and family support services.  We believe healthy relationships are essential for the well-being of children, families and communities. Find out more about our values, benefits and employee experience by watching this video!About the RoleA core service offered by RAQ is to support families through counselling and mediation. Annually we have quarterly intake on February, May and August at our Client Contact and Administration Centre (CCAC) within Virtual Services. We are currently accepting Expression of Interest (EOI) for the upcoming intake of permanent full time Telephone Information and Referral (TIR) Operator roles within Virtual Services located at Eight Mile Plains venue.The purpose of this position is to handle inbound calls and provide quality information to clients, book appointments for appropriate services within RAQ, or refer them to relevant external service providers. We operate a hybrid work environment and require the flexibility of being able to work in the centre and also working from home.Rotating rosters are across the service hours of 8am-8pm Monday to Friday and a rotational Saturday 9am-5pm where required. The key responsibilities of this position include:Assessing a client’s needs in order to make appropriate referrals and bookings.Recording enquiries in the client information system/s and maintaining statistical recordsProvide information about RAQ services, as well as other services available in the communityContributing positively to the achievement of continuous improvementAttending to crisis calls including referring callers to the nominated counsellor, or partner service.What you will need to succeed:Have an interest in Human ServicesDemonstrate resilience and empathyExcellent communication skills - including listening, written and verbal skillsTech savvy - experience with MS Office Suite essential (Word, Outlook)2+ years’ experience in customer serviceHave a can-do attitude and a willingness to play a positive role in a very busy team                                                                                                                     What We Can Offer YouThe salary is being offered $ 65,492.52 per annum, plus superannuation. We also offer our employees as follows:Work-life balance and flexible working hoursAdditional annual leave over the Christmas period, annual leave loading and study leaveA supportive team environment and opportunity for professional developmentSalary packaging options available of up to $15,900, which will significantly increase the value of take-home payPaid parental leave, Study Leave and additional benefits such as medical insurance discountsHow to submit your expression of interest (EOI)Please send us your resume and a cover letter, outlining your demonstrated experience in each area by clicking 'Apply now'.HR - PD - TIR Operator AUD Eight Mile Plains 4113

EOI - Telephone Information and Referral (TIR) Operator

Relationships Australia Queensland (RAQ) is a leading provider of relationship and family support services.  We believe healthy relationships are essential for the well-being of children, families and communities. Find out more about our values, benefits and employee experience by watching this video!

About the Role

A core service offered by RAQ is to support families through counselling and mediation. Annually we have quarterly intake on February, May and August at our Client Contact and Administration Centre (CCAC) within Virtual Services.

We are currently accepting Expression of Interest (EOI) for the upcoming intake of permanent full time Telephone Information and Referral (TIR) Operator roles within Virtual Services located at Eight Mile Plains venue.

The purpose of this position is to handle inbound calls and provide quality information to clients, book appointments for appropriate services within RAQ, or refer them to relevant external service providers. We operate a hybrid work environment and require the flexibility of being able to work in the centre and also working from home.

Rotating rosters are across the service hours of 8am-8pm Monday to Friday and a rotational Saturday 9am-5pm where required. 

The key responsibilities of this position include:

  • Assessing a client’s needs in order to make appropriate referrals and bookings.
  • Recording enquiries in the client information system/s and maintaining statistical records
  • Provide information about RAQ services, as well as other services available in the community
  • Contributing positively to the achievement of continuous improvement
  • Attending to crisis calls including referring callers to the nominated counsellor, or partner service.

What you will need to succeed:

  • Have an interest in Human Services
  • Demonstrate resilience and empathy
  • Excellent communication skills - including listening, written and verbal skills
  • Tech savvy - experience with MS Office Suite essential (Word, Outlook)
  • 2+ years’ experience in customer service
  • Have a can-do attitude and a willingness to play a positive role in a very busy team                                                                                                                     

What We Can Offer You

The salary is being offered $ 65,492.52 per annum, plus superannuation. We also offer our employees as follows:

  • Work-life balance and flexible working hours
  • Additional annual leave over the Christmas period, annual leave loading and study leave
  • A supportive team environment and opportunity for professional development
  • Salary packaging options available of up to $15,900, which will significantly increase the value of take-home pay
  • Paid parental leave, Study Leave and additional benefits such as medical insurance discounts

How to submit your expression of interest (EOI)

Please send us your resume and a cover letter, outlining your demonstrated experience in each area by clicking 'Apply now'.