Job DescriptionContact Centre RepresentativeLocation : Newcastle & hybrid once trainedContract: Part time ongoing casual contractShifts: 4 half days per week (8am to 1pm OR 12pm to 5pm)Broaden your customer service skills and gain top notch industry knowledge within a fast-paced yet supportive call‐centre environment!
Chandler Macleod's Business Support team are looking for dynamic contact centre representatives to join an iconic employer of choice in the Newcastle region.Hunter Water is dedicated to delivering essential services including drinking water, wastewater, recycled water, and some stormwater management to more than 600,000 residents and businesses across the Lower Hunter region.
They strive to be a forward‐thinking business that operates with vision and purpose.
It's an exciting time to be part of their team.Work for an organisation renowned for its excellent supportive team environment & brilliant work cultureHybrid arrangements + modern harbourside officesOpportunity to transition to permanent employmentAbout the roleAs an experienced Contact Centre Representative, you are people‐orientated and adaptable, with outstanding problem-solving skills.
By applying knowledge, empathy and professionalism you will assess and fulfil customer needs as the first line of support through the Contact Centre.Being a constant point of contact for customers, you can create and/or completely transform a customer's experience.
For this reason, it is important that you are approachable, friendly and well‐informed with a passion for assisting people in times of need.To be successful in this role, you will:Provide consistently high-quality customer service by interpreting and resolving first-contact enquiries across voice, digital, and email channels.
This includes face to face interactions across the Customer Service centre.Recognise and navigate the complexities in customer enquiries, identifying nuanced situations that may not fit into clear-cut categories.Exceed customer expectations by proactively seeking opportunities to enhance their experience.Identify and elevate more complex enquiries and transactions to ensure the timely and effective resolution of issues, providing regular updates to the customer.Take an active interest in the Contact Centre and individual performance to achieve customer satisfaction and performance targetsParticipate in regular quality assessments and in operational and performance discussions.Actively engage in and support continuous improvement process within the Contact CentreEffectively use a range of systems,



technology and telephony solutions to undertake work tasks, triage, refer or elevate work tasksAbout youDemonstrating a desire to learn and progress within the role, you will actively seek and embrace feedback to identify areas for growth and improve overall performance.Naturally, you'll bring a commitment to customer service, business improvement, Company Values and Customer Commitment along with a strong team-focused work ethic with the ability to achieve individual and group objectives.In addition you will have:Minimum 1-2 years' experience in a contact centre or customer service role across voice, digital, email, and face-to-face channels along with proven ability to deliver first-contact resolution and meet customer service targetsAn ability to interpret complex data and confidently translate to customers in a professional mannerConfident to navigate multiple systems, technology platforms, and telephony tools to source relevant information quicklyWillingness to commit to reliable attendance of shifts and the requirement to work from the office on scheduled daysIt is not required to quote the apply button instruction as it is a call to action.
This end of the role description.Contact Centre & Call Centre ProfessionalsHire Resolve is assisting call centre and contact centre organisations in hiring experienced call centre professionals for multiple mid–senior opportunities across customer operations, service delivery, sales performance, and contact centre leadership.
This is a multi-role opportunity spanning operations management, team leadership, quality assurance, training, workforce management (WFM), customer experience (CX), and performance optimisation—with transparent progression toward senior leadership roles (Senior Manager, Head of Contact Centre, and Director-level positions).
DescriptionHire Resolve is assisting call centre and contact centre organisations in hiring experienced call centre professionals for multiple mid–senior opportunities across customer operations, service delivery, sales performance, and contact centre leadership.
This is a multi-role opportunity spanning operations management, team leadership, quality assurance, training, workforce management (WFM), customer experience (CX),



and performance optimisation—with clear progression toward senior leadership roles (Senior Manager, Head of Contact Centre, and Director-level positions).
Key ResponsibilitiesLead and optimise day-to-day contact centre operations across voice, email, chat, and digital channelsManage team leaders/supervisors and drive performance through coaching, KPIs, and structured scorecardsImprove customer experience outcomes (CSAT, NPS, first contact resolution) while balancing efficiency, cost-to-serve, and service levelsPartner with WFM to manage forecasting, scheduling, real-time adherence, occupancy, and capacity planningImplement QA frameworks, calibration routines, root-cause analysis, and continuous improvement initiativesOversee onboarding, training, and knowledge management to maintain consistent service standardsProduce and present performance reporting (AHT, ASA, abandonment, conversion, complaints, attrition) with actionable improvement plansSupport contact centre technology adoption (CRM, CCaaS/telephony platforms, diallers, QA tools, analytics/BI)Ensure customer handling and data practices align with internal governance and applicable privacy requirementsMaintain a safe working environment aligned with WHS expectations, policies, and site proceduresRequirementsEducation/qualifications: Certificate IV, diploma, or bachelor's degree preferred (Business, Management, Communications, Analytics, or related).
Equivalent experience considered for strong profilesExperience: Typically 6–12+ years in call centre/contact centre environments, including 3–6+ years in leadership or specialist ownership (Team Leader, Contact Centre Manager, Operations Manager, WFM/QA/Training Manager, Senior Manager)Core capabilities:People leadership, coaching, performance management, and change deliveryKPI-led operations management and continuous improvement (Lean/Six Sigma exposure beneficial)WFM fundamentals (forecasting, scheduling, real-time management, adherence)Quality assurance, training design, escalations/complaints management, and CX improvementStrong stakeholder management across Operations, IT, Compliance, Sales, and HRSystems/tools (varies by role): CRM/case management platforms (e.g., Salesforce, Zendesk, ServiceNow), CCaaS/telephony platforms, diallers, WFM tools, QA platforms, and reporting (Excel/Google Sheets; BI tools)Work rights: Candidates must have (or be able to obtain) the right to work in AustraliaBenefitsExtra Superannuation - Pension planUnpaid Extended LeaveTraining & Development
#J-*****-Ljbffr

📌 Waste Services Booking & Support Specialist (Newcastle)
🏢 Chief Magazine
📍 Newcastle