ABOUT THIS INFORMATION KIT

Thank you for your interest in employment with EastLink.

This Employment Information Kit provides you with the relevant information you need about this opportunity to help you decide whether to apply for this position.

Outlined in this document are details about EastLink, information about the recruitment department and position, the selection process and information on how to prepare your application.

You are encouraged to read this information carefully in order to develop an understanding of the requirements. You should assess yourself against the key selection criteria before deciding to apply for the position and prepare an application according to the guidelines outlined in this information kit.

RECRUITER CONTACT DETAILS

Telephone enquiries for this position can be directed to Robyn Morrison on 9955 1774.

Unless otherwise stated, correspondence in relation to this position should be forwarded to:-

Human Resources

EastLink

2 Hillcrest Avenue

(PO Box) 804

Ringwood Victoria 3134

Candidate applications can be submitted via the SEEK website or email in Microsoft Word or PDF format to

[email protected]

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Customer Service Operator

ABOUT EASTLINK

ConnectEast is the owner and operator of EastLink, Melbourne’s second fully-electronic tollway and, since its opening in June 2008, already one of the busiest roads in Victoria.

EastLink comprises about 39km of freeway-standard road and connects the Eastern Freeway in Melbourne’s east to the Frankston Freeway in the south. EastLink also includes the Ringwood Bypass and Dandenong Bypass as untolled additions to the state road network.

EastLink was delivered by ConnectEast under the Victorian Government’s Partnerships Victoria framework with a construction cost of Au$2.5 billion.

The motorway saves drivers valuable time and provides the fast-growing eastern and southern regions of Melbourne with a more efficient and accessible transport network, as well as a 35km shared bicycle and walking path for local residents, wetlands and revegetation of open space areas and parkland.

Currently EastLink employs more than 180 people in a range of highly specialised operational and support roles across the organisation including:

- Asset and Road Management • Operations
- Information Technology • Legal
- Corporate Affairs • Human Resources
- Customer Service • Marketing
- Finance • Risk, Safety and Internal Audit

With the lowest private tolls in Australia, EastLink is committed to providing Victorians in Melbourne’s rapidly growing eastern and south-eastern suburbs with an affordable travel option, supported by high quality and friendly customer service.

OUR VALUES

We Care about our employees, colleagues, customers, the environment and the EastLink asset.

Safety is at the forefront of all of our decisions, we look after each other and everyone on EastLink.

We encourage One Team and share ideas across the organisation and with others and turn what we learn into smarter ways of working.

We deliver on our commitments and take Accountability for our own actions.

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Customer Service Operator

ABOUT THE POSITION THE DEPARTMENT

EastLink’s Customer Contact Centre has been established to ensure customers can communicate their needs by face to face, telephone, integrated voice recognition, SMS and email. Customer Contact must achieve a level of service that meets or exceeds KPI requirements which include customer service conduct, handling and reporting customer complaints and assurance of customer privacy requirements.

THE POSITION The role of the Customer Service Operator is supported by a Team Coach and Team Leader in the delivery of quality customer care. The objectives of the position are to:

- provide a courteous high quality response to customer enquiries, requests for service and business

transactions received by telephone
- enhance and promote EastLink’s public image and the effectiveness of the Contact Centre Team by acting

as a key link in the relationship between the organisation and its customers
- support the operations of EastLink in accordance with service levels and standards.

ROLE RESPONSIBILITIES

Provide timely, accurate, courteous and high-quality service to customers through telephone and other customer service channels. The role is responsible for responding to customer enquiries, processing transactions and resolving requests within established policies, procedures and delegated authority, while representing EastLink professionally and contributing to the effective operation of the Contact Centre.

Customer Service

- Provide timely, accurate and professional service to customers across relevant customer service channels.

- Understand customer needs, provide appropriate information and resolve enquiries within scope and

delegated authority.
- Manage challenging interactions professionally and escalate matters when required.

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Customer Service Operator

Systems, Transactions and Accuracy

- Use relevant systems to access and update customer information and process transactions accurately.

- Follow established processes to ensure customer information, transactions and records are accurate and

complete.
- Maintain required standards for productivity, quality and accuracy.

Compliance and Performance

- Apply ConnectEast policies, procedures, work instructions and relevant legislation.

- Meet agreed performance, quality, adherence and customer service requirements.

- Protect customer and company information and maintain confidentiality.

Teamwork and Development

- Work collaboratively and contribute positively to Contact Centre performance and culture.

- Participate in training, coaching, knowledge sharing and development activities.

- Maintain current knowledge of products, processes, systems and customer service requirements.

Continuous Improvement

- Participate in projects, initiatives and improvement activities.

- Identify and communicate opportunities to improve customer experience, processes and efficiency.

- Undertake other reasonable duties consistent with the role and business requirements.

KEY SELECTION CRITERIA

FORMAL EDUCATION

- Year 12 or an equivalent.

- Relevant customer service, customer contact or telecommunications qualifications are desirable.

WORK EXPERIENCE

- Previous experience in customer service or a telephone-based environment.

- Contact Centre experience is highly regarded but not essential.

- Demonstrated ability to communicate effectively with customers and resolve enquiries.

- Experience using computer systems and accurately processing information.

- Demonstrated accurate data entry and numeracy skills.

KEY COMPETENCIES

- Customer Focus: Builds positive relationships to meet customer and stakeholder needs.

- Communication: Clearly and professionally communicates with diverse stakeholders.

- Accountability: Demonstrates responsibility, reliability, and a focus on outcomes.

- Problem Solving:



Uses sound judgement and initiative to make decisions and resolve issues effectively.

- Attention to Detail: Ensures accuracy and quality in all work performed.

- Adaptability and Learning: Adapts effectively to change and embraces continuous learning.

- Teamwork: Builds positive working relationships and supports team success.

- Integrity and Professionalism: Acts with honesty, professionalism, and integrity.

- Resilience: Remains focused, positive, and effective under pressure.

- Compliance and Safety: Adheres to policies, procedures, and safety standards.

- Self-Management: Manages time and priorities effectively to achieve results.

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Customer Service Operator

INHERENT REQUIREMENTS

EastLink has identified the following inherent requirements that are essential for the effective and safe performance of this role.

PEOPLE

- Accessing, viewing and updating sensitive information which may relate to customers, employees and/or

company intellectual property;
- Honest, trustworthy and high level of integrity;

- Interacting with colleagues and senior management from across the organisation;

- Interacting with suppliers and contractors providing a service to EastLink; and

- Working independently and also within a team.

WORK ENVIRONMENT

- Adjusting ergonomic equipment such as a computer and/or chair height which may be required due to

sharing resources;
- Be eligible to hold a current security pass for EastLink workplaces;

- Working across multiple locations which requires travel between such locations;

- Working in a multi-storey building;

- Working in an open plan office;

- Working within an audited work environment, receiving regular performance related feedback; and

- Meeting reasonable occupational health and safety standards which are in direct compliance with relevant

laws. RESOURCE UTILISATION

- Using technology including photocopier, fax machine,

etc;
- Using a telephone with handset or headset; and

- Using computer technology; including a large scale

visual display unit, computer keyboard, mouse and/or scanner for extended periods of time.

PHYSICAL

- Ability to speak and be clearly understood on the telephone;

- Being seated at a desk for prolonged periods of time while operating technology;

- Concentrating for reasonably long periods of time;

- Extended reaching;

- Keyboarding tasks;

- Listening, retaining information and understanding what is said; and

- Undertaking tasks which are visually demanding or critical for long periods of time.

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Customer Service Operator

ELIGIBILITY TO APPLY To be eligible for employment with EastLink, you must be an Australian citizen, an Australian permanent resident, a citizen of New Zealand who entered Australia on a current New Zealand passport or a non-Australian citizen holding a valid visa with work entitlements.

KEY SELECTION CRITERIA

Advertised vacancies often attract a number of very good quality candidates so it is in your best interest to prepare an application that will demonstrate to EastLink that you are able to satisfy the requirements of the role.

Before you begin your application it is important that you read this document carefully and decide whether your skills and abilities match the requirements of the position. If you require additional information to make this assessment it is recommended that you phone Human Resources for a confidential discussion.

You may also wish to research additional information which may be sourced from documents found on our Internet site – www.eastlink.com.au The key selection criteria outlined in the advertisement and/or this document describes the essential areas against which EastLink will assess your employment application.

This is the most important part of your application as it is your opportunity to inform EastLink about your skills,

abilities and experience. Under each key selection criterion you should outline your relevant skills and abilities and give relevant examples that demonstrate that you meet the requirement.

The information you provide against the key selection criteria will form the basis for short listing candidates for further consideration. It is important that you address each criterion thoroughly but succinctly and include only information that is relevant to the position.

SUBMITTING AN APPLICATION

Written applications are to be sent to the address nominated in the advertisement or this document. Your application must arrive before the advertised closing date to ensure consideration.

As outlined above, your application covering letter should contain statements addressing the selection criteria. In addition, a resume, which includes your personal particulars including day time contact details, employment history

(list your most recent employment first), relevant qualifications and the names and contact details for at least 2

recent referees, including current manager or supervisor should also be provided.

Some things to remember

- Be concise and organise your application

- Provide relevant examples when addressing the selection criteria

- Please don’t include copies of qualifications or certificates (these can be obtained later)

- If forwarding your application by mail, please don’t insert your application in folders, they are only discarded

and disposed of prior to your application being considered Please be advised that applications which do not include a covering letter addressing the selection criteria and a current resume will not be considered.

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Customer Service Operator

SELECTION ACTIVITIES The selection process for this role consists of a number of important components all of which require success to be eligible for an appointment.

INITIAL SCREENING The selection process begins with EastLink reviewing your resume and making an assessment of your skills,

knowledge and abilities giving consideration to our education, experience and employment history and assessing their relevance to the requirements of the position. It is important, therefore, that your application addresses all aspects of the selection criteria as clearly as possible. Spelling and grammar are an important element to your application, so you should review your application carefully prior to sending.

TELEPHONE SCREENING

Human Resources may contact you by telephone to discuss your application and the position further. This is your opportunity to represent yourself, and to discuss why you have applied for the position. You will be able to talk about your expectations and find out more about the position and work environment.

INTERVIEW





Short listed candidates will be interviewed by a small selection panel at either EastLink’s Ringwood Office. If you have any special requirements (eg. disabled parking, wheelchair access) please contact Human Resources so that appropriate arrangements can be made.

The selection panel will ask you a series of behaviour based interview questions related to the selection criteria. At the interview, the panel will be seeking to determine your relative strengths and weaknesses in relation to the position by asking you about specific examples or occasions when you have displayed the required competencies.

You will have the opportunity to ask questions, given the chance to demonstrate your interest in and understanding of the position and its duties. You should allow up to an hour and a half for an interview. It isn’t necessary to bring anything with you to the interview.

Candidates short listed at this stage of the selection process may be required to attend a second round interview.

TECHNICAL SKILLS ASSESSMENT

Short listed candidates may be requested to complete technical competency assessment following the interview.

QUALIFICATIONS

If you list formal qualifications on your application, please note that you may be required to provide the original qualifications at any time during the selection process.

However, if you are the successful applicant, either on engagement, promotion or transfer, you will be required to provide the original qualifications prior to commencement in the position.

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Customer Service Operator

PRE-EMPLOYMENT CHECKS

EastLink is committed to providing a safe and healthy working environment for its employees, contractors and visitors. To achieve this, EastLink strives to ensure that employees are not required or permitted to undertake work for which they are not suited and to take appropriate measures to allow work to be done in a manner which will not put any person at risk to their health and safety.

To assist EastLink in achieving this objective, short listed candidates will be required to complete a pre-existing health declaration and must disclose any/all pre-existing injuries or diseases suffered, which, they reasonably believe could be accelerated, exacerbated, aggravated or caused to recur or deteriorate by them undertaking this role.

Short listed candidates may be required to undergo a vision assessment by an Optometrist and a hearing assessment by an Audiologist prior to commencing employment. The cost of this consultation will be met by

EastLink.

REFEREES In accordance with EastLink policy a minimum of three (3) skilled referees are required. This should include,

where practicable, the most recent manager / supervisor who can be contacted to discuss the employment application.

ELIGIBILITY FOR APPOINTMENT

Candidates who complete the selection process and meet all the selection criteria will be eligible for appointment with EastLink. Where there are more eligible candidates than available positions, offers of employment will be extended to those candidates whose attributes are most closely aligned with the organisation’s requirements.

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Customer Service Operator

OTHER INFORMATION

POSITION STATUS

There are several Casual, positions available.

REMUNERATION The total remuneration, which includes superannuation, offered for this role will be governed by the ConnectEast

Customer Operations Employees Collective Agreement.

COMMENCEMENT The commencement date for these positions is to be confirmed.

PROOF OF ENTITLEMENT TO WORK

Upon commencement of employment with EastLink all new employees will be required to confirm their identity and present proof of entitlement to work in Australia. The following documents will be accepted:

- Australian birth certificate

- Australian citizenship certificate

- Certificate of evidence of citizenship

- Australian passport

- Valid visa with permission to work

PROBATION

All new employees of EastLink will be subject to a probationary period of six (6) months. Confirmation of continuing employment beyond the end of the probationary period will be provided before the expiry of the probationary period and will be contingent upon satisfactory performance, satisfactory behaviour and meeting any necessary security clearance or other specified employment pre-requisite requirements.

POLICE CHECK

Successful applicants shall be required to consent to, and satisfactorily complete, a criminal history check upon commencement of employment at no cost to the employee.

LOCATION

This role will be based at EastLink’s Head Office in Ringwood.

HOURS OF WORK The operating hours are 7.00am to 6.00pm, Monday to Friday. Shift duration will depend on employment status.

Part time consist of 5 x 5 hour shifts with variable start and finish times. Casual shifts are typically 5 or 7.5 hours but a minimum payment of three hours, Monday to Friday between 7:00 am and 6:00 pm. However, the successful applicant may be expected to work hours as is reasonably necessary for the proper performance of their duties whether during or outside normal business hours.

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Customer Service Operator

TRAVEL

Travel expenses, as per EastLink policy will be reimbursed to employees requested to attend a location that is not their normal work location. The amount paid for motor vehicle expenses will be based on the Australian Taxation

Office provided schedule and will be calculated on the additional distance they are required to travel over and above their normal travel between home and work.

WORK LIFE BALANCE A number of initiatives have been introduced across the organisation which demonstrates our commitment to work life balance. These initiatives are underpinned by our values and behaviours and are embedded in policy and procedural arrangements and the ConnectEast Customer Operations Employees Collective Agreement.

EastLink is committed to conditions of employment that support employees to achieve a successful work life balance through diversity of choice with regards to work patterns and a range of leave arrangements to enact the Time Better

Spent philosophy of a better balance of work, family and lifestyle commitments benefiting employees and the organisation.

Some of the arrangements that EastLink supports includes:

- Versatile Working Hours

- Part Time Work

- Job Share

- Internal Promotional Opportunities

- Time in Lieu

- 48/52 Leave

BENEFITS

EastLink also offer a range of benefits to enhance the employment experience of its people which include:

- Employee Tolls Reimbursement

- Fruit in the Workplace

- Health & Wellbeing Program including health assessments

- Employee Assistance Program

- Social Club

- Discount Employee Benefits

- Subsidised study fees

SMOKE FREE WORKPLACE The health dangers associated with active smoking are well known. EastLink also recognises that passive smoking may be hazardous to health and that non-smokers should be protected from the involuntary inhalation of second hand tobacco smoke.

EastLink is a smoke free environment and smoking on EastLink work premises is not permitted.

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📌 Customer Service Operators - Casual - Employment Information Kit (Ringwood)
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