Customer Service Operator

Job description

Customer Service Operator Position No:
Pool

Level/Salary:
Level 3, $86,439 - $92,795 (PSCSAA 2024)

Work Type:
Fixed Term - Full Time, Fixed Term - Part Time, Permanent - Full Time, Permanent - Part Time

Branch:
Police Assistance Centre

Location:

Midland

Closing Date:  4:00 PM

Initial training for this challenging and rewarding role takes eight to ten weeks (Monday to Friday). The training course is designed to complement and build on your existing skills to prepare you for a career making a substantial difference to the West Australian community managing calls received via Triple Zero (000) and 131444.

The State Communications Division primary location is Midland however, subject to operational requirements, these positions may be required to work from an alternate backup facility in the Perth Metropolitan area.

The pool recruitment process () will run for a period of twelve (12) months and may be used to fill ongoing fixed term contracts, secondments, acting/relieving and permanent opportunities (full and part time). Multiple positions are available, and the WA Police Force intends to fill via this pool process.

This position contributes to the provision of an efficient and effective law enforcement customer service by responding to telephone calls from the community, including calls to 131444 and other general customer service lines; 000, security monitoring centres and other urgent lines;
Crime Stoppers; police stations and requests for assistance from St John Ambulance and the Department of Fire and Emergency Services (DFES). Assigns tasks to the most appropriate police resource. Supports the State Communications Division’s intelligence strategy to Identify – Locate – Associate (ILA), by the submission of quality incident and information reports.

It is a requirement of this position that the recommended applicants undertake a psychological assessment to determine their suitability, and as an incumbent, agree to undertake periodical psychological assessments, as required.

Please ensure you complete, sign and scan the Integrity Check Consent Form (refer attached) and submit it along with your application (the Integrity Check Consent Form is not required for current WA Police Force employees).

Applicants are asked to provide a statement in no more than one (1) page addressing the following question:

• Describe a situation where you encountered a problem at work or in your personal life and what skills you relied on to resolve the matter? (This question will be assessing Problem solving skills)

Applicants are also required to submit a comprehensive Curriculum Vitae (CV). Your CV should provide enough detail (dot points are sufficient) to allow the selection panel to assess your skills and experience relevant to the Key Accountabilities of the attached Position Description Form.

The CV must also include the names and contact details of two (2) referees who can comment on the applicant’s ability to satisfy all of the Essential Work Related Requirements. Applicants should nominate at least one immediate (most contemporary) supervisor/manager unless exceptional circumstances exist.

We believe all our people are leaders irrespective of their role. We consider this as critical to our success and, to support this, we have adopted Leadership Expectations which provide a common understanding of the mindsets and expected behaviours required of all our employees and the public sector. The leadership context for this role is identified in the attached position description form.

Please note:

For applicants deemed suitable, all Essential Work Related Requirements listed in the Position Description Form will be assessed at some stage during the selection process.

In addition to the above mentioned vacancies, a POOL is being created to fill future vacancies that may arise within the metropolitan area. This POOL will remain active for a period of twelve (12) months from the initial appointment. Applicants who are assessed as ‘suitable’ at the completion of this process, will be placed in the POOL and may be considered for future…