Location: Orange, NSW
Contract: till 30/11/2026 with possible extension
Pay Rate: $40.00 per hour + superannuation
Roster: 6 days on, 1 day off
Hours: 8:00am to 6:00pm, including a 30-minute lunch break
Positions Available: 20
Extension: Possible extension beyond 30 November 2026

Hotline Crew

Location: Orange, NSW
Contract: till 30/11/2026 with possible extension
Pay Rate: $40.00 per hour + superannuation
Roster: 6 days on, 1 day off
Hours: 8:00am to 6:00pm, including a 30-minute lunch break
Positions Available: 20
Extension: Possible extension beyond 30 November 2026

About the Role

We are currently seeking 20 Hotline Crew members to join a public information response team based in Orange, NSW .

This is an office-based role supporting a community hotline. You will be responsible for responding to enquiries from members of the public, providing accurate information, recording conversations and actions, maintaining high-quality data and escalating issues where required.

This opportunity will suit candidates with experience in customer service, contact centres, community engagement, public information or similar high-volume environments who can remain professional and composed in a fast-paced setting.

Key Responsibilities

- Respond professionally to enquiries from members of the community.
- Maintain current knowledge of hotline scripts, procedures and response information.
- Accurately record conversations, enquiries and actions taken.
- Enter accurate and timely information into response management systems and hotline event logs.
- Identify and elevate issues that may impact response activities.
- Report WHS incidents and other safety concerns promptly.
- Provide accurate and consistent public information in line with government communication requirements.
- Manage challenging or sensitive interactions professionally.




- Apply conflict resolution and negotiation skills when dealing with difficult enquiries.
- Maintain confidentiality and accuracy when handling community information.
- Complete case notes, data entry and administrative follow-up activities.
- Report progress, issues and outcomes to the Hotline Team Leader.

What We're Looking For

To be successful, you will have:

- Previous experience in customer service, contact centre, community engagement, public information or a similar environment .
- Knowledge of NSW agriculture, agricultural industries and relevant stakeholders .
- Solid verbal and written communication skills.
- Excellent interpersonal and active listening skills.
- Demonstrated ability to manage conflict and negotiate appropriate outcomes.
- Ability to remain calm and professional when dealing with challenging members of the public.
- Strong attention to detail and accurate data entry capability.
- Ability to quickly learn new systems, scripts and processes.
- Confidence working in a high-pressure and rapidly changing environment.
- Ability to follow established government communication policies and procedures.
- Strong computer literacy and administrative skills.

Working Hours & Roster

- 6 days on, 1 day off roster.
- Rostered day off may fall on any day of the week .
- Standard working hours are 8:0am to 6:0pm .
- Hotline operating hours are 8:0am to 5:0pm .
- The additional hour is allocated to case notes, data entry and administrative follow-up.
- 57 hours per week , including 2.5 hours of weekday overtime plus weekend overtime .

What You Can Expect

- Temporary contract till30 November 2026 with possible extension
- $40.00 per hour + superannuation .
- Full-time, office-based work in Orange, NSW .
- 20 positions available.
- Laptop supplied and configured for successful candidates.
- Comprehensive training and support provided during onboarding.
- Opportunity to contribute to an important public information and community response function.

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📌 Hotline Crew (City of Orange)
🏢 Indigeco
📍 City of Orange