• Sydney CBD 
• Fixed term contract
• Full-time or part-time role - our Agency is committed to supporting flexible ways of working
• Salary from $62,729 to $67,653 plus 15.4% superannuation
• A chance to obtain experience in a Government Agency with a friendly inclusive team who are committed to our Agency purpose

Who we are and what we do

The Workplace Gender Equality Agency (WGEA/Agency) is a small, unique agency with a big agenda. At WGEA you will be part of a team of high achievers who are passionate, friendly, and fun. We understand what working flexibly means. We pride ourselves on being a respectful, diverse, and inclusive community. We encourage and welcome applications from people of all genders, Indigenous Australians, people with disability, people from culturally and linguistically diverse backgrounds and mature-age people.

WGEA is the Australian Government’s key agency charged with promoting and improving gender equality for both women and men in Australian workplaces, through the provision of advice and assistance to employers and the assessment and measurement of workplace gender data. 

Our Agency has two distinct functions: a regulator and influencer. In our regulatory role we administer the Act which requires all private sector employers with 100 or more employees to report against six gender equality indicators,

As an influencer our Agency seeks to educate and influence positive change in Australian workplaces by promoting informed, evidence-based public discussion and understanding of gender equality, collaborating strategically to build strong relationships between the Agency and its stakeholders, using the Agency’s data-rich research to position it as the leading source of information and advice on workplace gender equality issues.

Further information about our Agency is available at www.wgea.gov.au.

Why this role matters

The Reporting Support Officer is a key member of the Data and Technology team, a team that manages and enhances the data collection and data management activities of the whole Agency. 

The Reporting Support Officer works collaboratively in the Frontline Support Team to provide first level technical support and advice on how organisations comply with their reporting requirements under the Workplace Gender Equality Act 2012 (Act). This includes guidance on how to submit reports using our Salesforce Customer Relationship Management (CRM) system, dealing with enquires, basic system administrative and maintenance tasks associated with the CRM platform and working across multiple communication channels to field and address support cases. This role will be responsible for fielding inbound/outbound calls, live chat and emails for our online enquiries, among many other tasks. To be successful, you will provide exceptional service to customers seeking your assistance with their reporting requirements.

If you want a role where you can thrive, be challenged, do meaningful work, and be part of an amazing team, you’re in the right place.

Who you are

You’re a customer service superstar who is motivated to provide customers with exceptional service levels across a multi-channel support operation. You will have finely tuned communication skills and a sense of urgency that drives you to answer customer queries in the most effective and efficient way possible. You can use your previous CRM experience to coordinate projects within tight timelines. Highly collaborative in your approach, you build positive working relationships with both your colleagues and external stakeholders using a respectful, proactive, solution-based approach.

 You will have the following attributes/skills:

• Previous customer service experience and a genuine passion for service excellence in a high-volume environment
• Ability to multitask and navigate multiple contact channels simultaneously
• Excellent attention to detail and aptitude for problem solving
• Exceptional phone manner, verbal and written communication skills
• Capability to thrive in a fast-paced environment
• Able to learn new systems quickly
• Resilience and agility in an ever-changing, fast paced environment
• Exceptional reliability and accountability
• Can-do attitude
• Baseline security clearance, or the ability to obtain clearance 

What’s on offer?

• A full-time (or part-time opportunity. We are committed to supporting flexible ways of working)
• This is a non-ongoing role (fixed term 4 month contract - March to July 2022)
• Located in modern CBD offices (Kent Street Sydney) along with working from home arrangements
• A culture that is committed to achieving results and values innovation
• An attractive salary package, including generous superannuation and a range of other benefits. 

More information about the role can be found in the Application Package for this position attached below.