Response Officer - Non Shiftwork

Overview

Become part of a vital team dedicated to supporting critical services and community safety at Origin Energy. Located in Melbourne's CBD on Bourke Street, this full-time role involves handling urgent inbound calls related to safety, emergencies, faults, and welfare monitoring across essential industries like energy and water. You will operate multiple systems simultaneously, engaging with customers who may be experiencing stressful or emergency situations, ensuring calm, clear communication and rapid coordination of appropriate responses.

Key Responsibilities

• Managing inbound emergency, fault, safety, and welfare-related calls efficiently.
• Carefully questioning callers to collect precise and comprehensive information.
• Simultaneously operating several computer systems to document calls and incidents.
• Updating and processing information related to current active incidents.
• Dispatching service orders promptly within required regulatory and contractual timelines.
• Escalating incidents that pose elevated safety or operational risks as per guidelines.
• Maintaining caller communication by providing calm, professional, and reassuring responses.
• Strictly adhering to established protocols, procedures, and compliance mandates.
• Collaborating closely with Dispatchers and Senior Response Officers to ensure coordinated action.

Candidate Profile

• Ability to stay composed and focused when interacting with distressed or frustrated callers.
• Previous experience in a high-volume inbound contact centre or emergency response environment.
• Competence in multi-tasking across multiple digital platforms while managing calls.
• Strong verbal and written communication skills facilitating clear and accurate information capture.
• Proficient listening skills combined with the ability to ask relevant questions.
• Comfort with following detailed, structured procedures and processes.
• Keen attention to detail to ensure accurate record-keeping and incident handling.
• Capability to swiftly switch between different tasks and priorities under pressure.
• Accountability for individual performance and continuous development.
• Reliability and commitment to adhere to rostered shifts, including weekends and public holidays.

Preferred Experience

Experience in fields such as emergency response, dispatch, security monitoring, utilities, roadside assistance, or logistics within fast-paced contact centres is advantageous but not mandatory.

What You Will Receive

• Full-time employment based in our centrally located Melbourne CBD office.
• Comprehensive onboarding including seven weeks of structured onsite training.
• Ongoing training and support to develop your skills and career.
• The meaningful opportunity to aid essential services and enhance community safety.
• Discounts on Electricity, Gas, and Internet services.

Work Schedule Considerations

• Mandatory onsite presence; remote work is not available for this role.
• 38 hours per week distributed across a seven-day rotating roster.
• Shift times range between 6:00 AM and midnight, including weekends and public holidays.
• Preparedness to manage urgent and complex calls while maintaining composure.
• Strong capacity for multitasking data entry and call handling simultaneously.

Commitment to Diversity and Inclusion

Origin Energy champions a diverse and equitable workforce, welcoming applications from Aboriginal and Torres Strait Islander peoples, individuals with disabilities, those from culturally diverse backgrounds, persons at any stage of life, and members of LGBTQ+ communities.

Additional Information

Employment is subject to background checks such as police verifications, AusCheck, medical assessments, and/or drug and alcohol tests during recruitment and employment. Unsolicited CVs from agencies will not be accepted.