About us: Our Vision: Your body, Your choice, Your future

We are Australia’s leading, specialised, non-profit advocate and provider of abortion and contraception services. We are a significant provider of clinical and support services across Australia. We are also an advocacy organisation, we work on policy and legislative change, we provide information to the public, we support people through counselling and mental health awareness and services, and we work to reduce the stigma, discrimination and stress related to access to abortion care and contraception.

We work to give people reproductive choices.

MSI Australia operates a network of 6 clinics, a national telehealth service providing comprehensive termination of pregnancy, contraception, vasectomy and national family planning support. Our National Contact Centre is the first point of contact for clients across our clinic network and telehealth service, supporting them through both voice and digital channels.

Position title: Contact Centre Agent

Location: Richmond Support Office

Reports to: National Contact Centre Manager

Hours per week: 4 - 5 days per week (32 - 38 hours)

Required days: Weekdays The role:

Our Contact Centre Agents are the first point of contact for our clients, and one of the most important. You will provide empathy, compassion and understanding, while also collecting the information needed to book clients into the services they require quickly and accurately. Our clients may be distressed or anxious when they contact us, so it is important that they can speak with someone quickly and are supported without judgement.

The Contact

Centre team is an integral part of our organisation and plays a key role in making sure clients are responded to swiftly, effectively and compassionately. You will work closely with our clinical teams, keep your knowledge of our services up to date, and make sure every client’s booking and details are recorded accurately. Your Responsibilities

Client contact

- Respond to clients swiftly, recognising that they may be distressed or highly anxious
- Use an empathetic and non-judgemental phone manner to help put clients at ease
- Answer client questions on prices, procedures and general appointment enquiries




- Provide a superior client experience across both voice and digital channels

Bookings & data entry

- Book appointments for clients in a timely and stress-free manner through both digital and voice channels
- Accurately record client information and booking data
- Maintain quality data collection relating to client bookings

Service knowledge & teamwork

- Maintain up-to-date knowledge of our clinical services and operations, so you can respond to client calls effectively and efficiently
- Develop and maintain professional relationships with clinical team members, so clients receive exceptional care

Required Skills and Qualifications:

- A Pro-choice advocate
- Strong computer data entry skills and ability to learn complex computer programs (hospital software exposure highly desirable)
- Experience in a client-focused healthcare environment
- Desirable to have involvement in maintaining medical records
- Excellent written and spoken communication skills
- Written and spoken English language skills
- Effective time management and prioritisation skills
- Adaptability, Teamwork and Collaboration

Perks of working at MSI Australia:We also pride ourselves on being a supportive and flexible working place that offers a great range of benefits:
- Generous salary packaging options up to $9,010 $2,650 meals and entertainment,
- Dynamic Learning Management Platform and opportunity to access professional development / study leave allowance,
- Up to 14 weeks company paid parental leave
- Employee Assistance Program
- Discounted clinical services for you and your immediate family members.

Employment Requirement:
- Provision of two professional referees,
- Be prepared to undergo a National Police Check, prior to commencement,
- Be prepared to undergo an International Vetting Check, prior to commencement,
- Declaration of full immunisation history,
- Evidence of current working rights in Australia.





Organisational Goals, Missions, Values, Purpose, Behaviour Statements In addition to the above, we also ask our staff work understand and demonstrated our goals, mission, values,

Our Goal The Prevention of Unwanted Births

Our Mission Children by Choice not Chance

Our Values Integrity, Agency, Safety, Quality, Courage

Our Purpose Your choice, made easier

Values and Behaviours In this role, you will:

- Understand and comply with the Code of Conduct and Behaviour Policy for employees and all relevant MSI policies and procedures.
- Demonstrate commitment to organisational values and behaviours at all times. MSI Australia develops, maintains and rewards a culture of personal and professional accountability for desired behaviours which include:

Care & Compassion - We care for our people, clients, communities and each other and recognise that people have their own diverse, physical, emotional, social and cultural needs. We always act with compassion and kindness. We conduct our work with honesty and integrity.

Trust & Safety - We prioritise both the physical and mental well-being of our people, clients, communities and each other. Our words, actions, communications and workplaces are free from judgment and discrimination. We value accountability and know that we build trust with our clients and communities through all staff being accountable for their performance.

Partner & Collaborator - We value partnership and teamwork and believe we are better together. We seek to collaborate with other organisations where our vision and values align. Our language, communication and actions focus on collaboration and cooperation rather than competition or conflict.

Position enquiries

For further information regarding this position, please contact: *****@msiaustralia.org.au

Application Support

Person and community centred healthcare involves cultural safety, a diverse workforce and multidisciplinary skills. We welcome applications from Aboriginal and Torres Strait Islander people, people of migrant and refugee backgrounds, people with disability and LGBTIQ people. Should you require any support with this application, please contact: *****@msiaustralia.org.au

📌 Contact Centre Agent (Richmond)
🏢 MSI Australia
📍 Richmond