Contact Centre – Knowledge Coordinator and Communication Procurement – Communication Procurement Officer

The Department of Climate Change is hiring for two positions: Knowledge Coordinator in the Contact Centre and Communication Procurement Officer. The roles involve assisting with stakeholder inquiries, updating information resources, and administering communication procurement processes. The positions are based in Canberra, ACT, and offer exposure to diverse work within the department's central policy area, focusing on climate and environmental challenges.
APS 5 – $81,690 – $89,615
Portfolio Strategy
Canberra, ACT

The Contact Centre Section is the first point of contact with external stakeholders and assists to resolve their questions.
While the Communication Procurement Team delivers communication procurement advice and support across the department.
The Communication Procurement and Contact Centre section provides exposure to the wide variety of interesting work delivered right across the department.

Who we are
The Portfolio Strategy Division is the department’s central policy area. The division supports our ministers and the department to engage with the complex cross-cutting policy challenges in Australian climate, energy, environment and water policy. We lead on the Cabinet and Budget processes, strategic policy, First Nations policy, whole-of-portfolio projects, and work to build the department’s policy capability.
The Communication and Media Branch delivers internal and corporate communication and strategic communication activities in support of the department and our ministers, for the benefit of the Australian community. This includes managing the departments social media strategy and social media presence, media support services across the department and for our ministers offices, production services including graphic design and branding, web publishing for external-facing departmental websites, and the development of campaign and non-campaign materials.
The Communication Procurement & Contact Centre Section is the first point of contact with external stakeholders through the Contact Centre, while the procurement team delivers communication procurement advice and support across the department. The section provides exposure to the wide variety of interesting work delivered right across the department.
For more information about us please visit our website.
The Job
Contact Centre – the Knowledge Coordinator position:
The successful candidate will report to the Assistant Director of the Contact Centre and is responsible for a range of activities including:

Assist in identifying and updating Contact Centre information resources and operating procedures, including recognising and correcting incorrect information.
Assist operators with phone and email enquiries when required, including complex enquiries.
Review stakeholder-operator interactions, providing coaching and sharing their knowledge and experience to uplift capability across the team.
Monitor the shared inbox for urgent and potentially sensitive enquiries.
Allocate emails in a systematic and fair manner.
Identify and share valuable information with both operators and managers.

Communication Procurement – the Communication Procurement Officer position:
The successful candidate will report to one of the procurement teams APS6 Senior Communication Procurement Officers.

In this role, you will be responsible for administering the communication procurement processes within DCCEEW while supporting quality outcomes that contribute to building the departments public image.
The communication procurement team supports the department with outsourcing communication goods and services, including printing, graphic design, editing, videography, business cards, desk plates, name badges and more.
The team uses an online portal to place and manage orders and invoices with suppliers.
This role assists the teams Senior Communication Procurement Officers to: liaise with external suppliers and departmental colleagues, conduct market research, process invoices, and maintain comprehensive records of all procurements and contracts. monitor the teams shared inbox and notify teammates of any sensitive or urgent requests. enter requests for quotes (RFQs) into the teams online procurement system. upload files into the teams online file management system. assist internal stakeholders with TechnologyOne.

What you’ll gain from the experience
Contact Centre – the Knowledge Coordinator position; The successful candidate will have:

Access to a wide variety of interesting and topical information from DCCEEW and external stakeholders.
Experience working with and gaining insights from multiple specialist areas throughout DCCEEW, covering areas related to climate change, energy, the environment and water.
Experience in leadership and project management.

Communication Procurement – the Communication Procurement Officer position; The successful candidate will have:

Experience in Commonwealth procurement and contract management.
Experience working with and gaining insights from multiple specialist areas throughout DCCEEW, covering areas related to climate change, energy, the environment and water.
Experience working with external suppliers and providing expert advice.

What we are looking for
Contact Centre – the Knowledge Coordinator position:

Well-developed communication skills including the ability deliver quality verbal and written communications.
The ability to build productive relationships across the department.
A calm, friendly and professional approach to stakeholder interactions.
Bring a calm, constructive, knowledgeable, and reassuring presence for the Contact Centres operators.
Proactive, able to work in a fast-paced environment, remaining organised while successfully managing competing priorities and maintaining high work standards and accuracy.
The ability to exercise sound professional judgement, operate independently and problem solve.
A can-do attitude and commitment to learning, sharing knowledge, and responding to feedback.

Communication Procurement – the Communication Procurement Officer position:

Well-developed communication skills including the ability to negotiate outcomes and deliver quality verbal and written communications.
Service-oriented approach with the ability to work collaboratively and contribute to managing relationships with diverse stakeholders in a positive way.
Work in a fast-paced environment, staying organised while successfully managing competing priorities and maintaining high work standards and accuracy.
The ability to exercise sound professional judgement, operate independently and problem solve.
A can-do attitude and commitment to learning, sharing knowledge, and responding to feedback.

Eligibility
Citizenship – to be eligible for employment with the Department of Climate Change, Energy, the Environment and Water you must be an Australian citizen.
Security Clearance – this position requires a Baseline Vetting security clearance. You will be required to obtain and maintain a clearance at this level.
Pre-employment checks – your suitability for employment will be assessed through a pre-employment screening process. This process includes a requirement to undergo and satisfy a National Police Check, referee checks, character clearance and where required a pre-employment medical assessment, specified mandatory qualification(s) validation and a probation period.
For additional information, please read the Job Description below.
Candidate Information Pack [word] Opens in new window
Candidate Information Pack [PDF] Opens in new window
Job Description Opens in new window