Position Details
Reference Number 36128
Position Title Customer Service Officer - Customer Contact Centre
Employment Type Ongoing
Location 50 Flemington Road
Position Summary

Customer Service Officers


  • Part time, Ongoing roles - 24/7 availability required, including regular overnight shifts and flexibility for weekends
  • Hub of medical precinct & leading Children’s Hospital 
  • Fabulous employee benefits including salary packaging and onsite car parking

The Hospital:

The Royal Children's Hospital (RCH) Melbourne is one of the world's great children's hospitals. We are the major specialist paediatric hospital in Victoria and our care extends to children from Tasmania, southern New South Wales and other states around Australia and overseas. With a passionate, highly skilled and committed staff campus wide of over 6000, we provide a full range of clinical services, tertiary care and health promotion and prevention programs for children and young people. The Royal Children’s Hospital is committed to the safety and wellbeing of all children and young people. Click here for further information on our Commitment to Child Safety: http://www.rch.org.au/quality/child-safety/


The Role:

The Customer Service Officer role within RCH receives inbound telephone calls from parents, families, carers, internal staff, and referrers.  This important customer service role involves a high level of interaction with RCH consumers and requires the successful candidate to operate within a 24/7 rotating roster.

The role is required to answer enquiries through two channels at RCH - the Switchboard and the Specialist Clinics Call Centre:

  • Switchboard responsibilities include responding to a high volume of internal and external calls, overhead paging of emergency procedures, and maintaining contact directories.
  • Call Centre responsibilities include scheduling, rescheduling, and cancelling clinic appointments, handling complaints, troubleshooting problems and providing consistent and relevant information to callers.

To be successful in this role you will have:

  • Previous experience in a high volume inbound call centre
  • Demonstrated experience in using computer applications, including but not limited to, RMS, EPIC and IBA
  • Previous experience working in a busy front line customer service based role


If you think you possess the right skills and experience we encourage you to apply on our website now!


Other information and how to apply:

Appointment is subject to a satisfactory police check and Working with Children Check.


Why work at the RCH?


That's what you can do for us, this is what we can offer you!


The opportunity to work in world-class facilities, alongside some of the greatest medical minds in the country.


We have 13 food and beverage options on site, a 24 hour gym, massage and supermarkets. We are surrounded by beautiful gardens and only a short tram trip from the heart of Melbourne city.


We offer discounted staff parking, salary packaging, an award winning health and well-being program, and a fantastic team culture. We offer continuous learning and career development and let’s not forget about the Meerkat enclosure!


The RCH is committed to a diverse and inclusive workforce. We encourage applications from Aboriginal and Torres Strait Islander people, all members of the LGBTQI community and people with disability.


Make a change for the good. Come and work at the Royal Children’s Hospital.

Selection Criteria Essential: Availability to work rotating shifts across 24/7 operation
Essential: Prior call centre experience
Desirable: Ability to work ongoing night shift (23:00 - 07:00)
Contact Person Paul Bullock
Contact Number 0393456706
Closing Date 25/11/2020
Position Description Customer Service Officer - Cudtomer Contact Centre Nov 2020.pdf