AMWU Helpdesk Assistant Research Industrial Officer Full Time - Inbound Call Centre Operator 20160831

AMWU Helpdesk Assistant Research Industrial Officer  

Full Time - Inbound Call Centre Operator


We are looking for an Assistant Research Officer in our Member Service Centre (the AMWU Helpdesk). This full-time position involves providing quality service and advice over the phone, and by email, to the most important people within the Union, our members.


This role in our inbound call team is to support the Union’s members with their queries on membership and industrial entitlements, and to assist with resolving the key issues and problems they face at work.  Our Helpdesk assists in building the strength of our Union and supports our officials in organising and representing members, and advocating for their rights at work.


The successful candidate will have highly developed administrative, time management and complaint resolution skills and will have experience working in a call centre environment. We are looking for someone to start with us in early October 2016.


Our Organisation


The AMWU is one of the largest manufacturing unions in Australia. We represent members in the metals trades, printing, paper industry, vehicle industry, food and confectionary as well as technical trades and professions.


The AMWU Helpdesk is an integral part of our Union and provides ongoing industrial support, advice and assistance to our valued members in workplaces nationwide. 


The AMWU Helpdesk is located at the Union’s National Office in Granville NSW.


Hours of Work


38 Hours, over five days per week, within the hours of 8am to 8pm, Monday to Thursday and 8am to 5.30pm on Fridays.


Role Responsibilities include:


  • Providing timely, accurate responses to our member’s and delegate’s industrial inquiries
  • Utilising and interpreting industrial information in awards, agreements, union policy and publications
  • Servicing and managing enquiries and providing solutions and advice around grievances and disputes
  • Competently navigating around industrial databases and intranet information portals
  • Performing regular administrative duties associated with membership and industrial inquiries
  • Working closely with the National and State Offices of the AMWU, and requires well developed oral and written communication skills. 


In addition to this function, there will be an outbound call component to the job where you may be required to call our delegates / members, to advise them of meetings and conduct surveys etc.


Selection Criteria


Successful applicants should have a commitment to the principles of trade unionism and a tertiary background in industrial relations, social sciences, or economics and / or equivalent experience is desirable.


We require a person with the following skills:


  • Previous call centre experience with a background in complaint handling or

               dispute resolution is preferred

  • High level customer service and telephone skills
  • Strong oral and written communication skills
  • Time management & organisational skills with the ability to multi-task.
  • Strong analytical skills
  • Motivated & solution focused
  • Positive attitude under pressure
  • Quick, accurate keyboard skills
  •  Advanced level skills in Microsoft Word, Excel, Outlook & Internet Explorer
  • Strong interest in industrial relations.


The AMWU Helpdesk is a small and busy team and we need a person who can work with others and can help to foster a mature, generous and supportive team culture.


The position is a fixed term contract of 12 months and, is graded as a Helpdesk Assistant Research Officer, Level 1 - $57,712.20 plus 10.5% super.


Applications should be received by close of business Friday, 30 September 2016. Please forward your applications to:


Helpdesk Coordinator: Omayma Jaber               


Email: helpdesk@amwu.asn.au





Helpdesk Coordinator


PO Box 160



For further information on the position please contact Helpdesk Coordinator, Omayma Jaber on 1300 732 698


The AMWU is an equal opportunity employer


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Australian Manufacturing Workers Union

Closing Date

Friday, September 30, 2016

Closing Time

06:00 PM


PO Box 160
Granville, New South Wales 2142

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Contact Name

Omayma Jaber

Contact Email

Contact Phone

02 8863 7900

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