Inbound Call Centre Operator - Assistant Research Industrial Officer 20170719


AMWU Members 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.


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 confectionery 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.


The Opportunity


The position is a fixed term contract of 12 months and, is graded as a Helpdesk Assistant Research Officer, Level 1 - $59,485.40 plus 10.5% super.


Successful candidates will be subject to a 6 month probationary period.



Key Role Responsibilities include:


  • Timely service, manage and provide accurate advice and solutions to our members and delegates around industrial issues, grievances and disputes.
  • Record detailed and concise notes of all member interactions and  focus on follow up items.
  • Ability to research industrial databases and interpret legislation,  industrial awards, agreements, union policy and publications.
  • Performing regular administrative duties associated with membership and industrial inquiries.
  • Well developed oral and written communication skills
  • Working closely with the National and State Offices of the AMWU


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 industry experience is mandatory
  • High level customer service skills
  • Demonstrated experience in conflict resolution and complaint handling

   procedures is highly desired.          

  • Strong oral and written communication skills
  • Time management & organisational skills with the ability to multi-task.
  • Strong analytical skills
  • Adaptable to change and ability to work well under pressure
  • Quick, accurate keyboard skills with 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.


Applications should be received by close of business on Tuesday, 1 August.  Please forward your applications to:


Fiona Googh

Email:  fiona.googh@amwu.org.au





Fiona Googh


PO Box 160




The AMWU is an equal opportunity employer

View more job listings »



Closing Date

Tuesday, August 01, 2017

Closing Time

05:00 PM


Level 4 133 Parramatta Road
Granville, NSW 2142

Google map and directions

Contact Name

Fiona Googh

Contact Email

Share this job listing