Job Description

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

n

Hotline Crew

n

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

n

About the Role

n

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

n

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.

n

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.

n

Key Responsibilities

n

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




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

n

What We're Looking For

n

To be successful, you will have:

n

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

n

Working Hours & Roster

n

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

n

What You Can Expect

n

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

📌 Hotline Crew (Orange)
🏢 Indigeco
📍 Orange